Help doesn't know how to escalate a case

LegacyUser

Jonathan Wright Bayless said: Please see my case #06488309. It appears that the person who closed it did not understand that removing an errant error message is not a suggestion or an idea. Can you remove the error message or send to someone who can please?

LegacyUser

Paul said: Jonathan

Your query has come through to the FamilySearch community forum. Case numbers mean nothing here, so you would be best to re-open the case and/or telephone Support to discuss this, including a request to escalate if it can't be resolved at the first level.

LegacyUser

Tom Huber said: Welcome back to the community support forum for FamilySearch. FamilySearch personnel read every discussion thread and may or may not respond as their time permits. We all share an active interest in using the resources of this site and as users, we have various levels of knowledge and experience and do our best to help each other with concerns, issues, and/or questions.

There are several important point to use when reporting a "problem" and opening a case.

1) Limit each case to one problem only. By talking about and/or including other issues, you will confuse the first level support person(s).
2) If I know that first level cannot possibly resolve the issue, I always including the instructions: "Do not close this case without escalating it to the appropriate department."

If the case was closed without resolution, I go into My Cases (under Help, above), and reopen the case, asking that it be escalated to the department that can resolve the case and not to close the case until it has been properly resolved.

A specific case should not a general issue with the site. Those need to be discussed in this forum, which is reached by using the suggestion or compliment option. Unless you are publicly thanking the FS folks, all concerns and issues need to be entered as a "Suggestion."