HELP: Contact Us and Help Center...
The "Contact Us" new interface in a word: stinks.
I understand the purpose of the change...but it was not thought out very well. I'm getting the feedback from others I teach that "...you have to have a PHD..." to figure out what to do.
Bring back the SUBMIT EMAIL version...clean and simple. "Simple is best"...
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The Help Center is just a new paint job...it's ok (for now)...
The "Contact Us" is like changing a working Toyota for a broken Yugo. terrible
Comments
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While you might not like the change, Family Search is changing from a Case defined support model to a community model where multiple users can answer questions other have. The email option was dropped because support now has no way to keep track on incoming emails and respond to them. If you have questions they should be posted in the Q & A section of the community. Situations which require escalation with be moved to hidden groups and be reviewed and worked by appropriate staff members. Communication with be directly with the poster privately to prevent displaying information inappropriately. It will take some time for all procedures to be implemented so be patient.
There are some specific issues that will be handled in another way. Those issues that automatically go to specific departments such as changing a deceased record to living or the request for ordinances for someone born less than 110 years ago are being handled by and independent process.
We believe the updated process will work after some initial problems are worked out. Please be patient
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@Ralph Bud Marion Stephens aka Fluffy
Fluffy
I am just another 'lowly' User/Patron ...
'Yes' ...
Many of us would agree with you ...
The OLD "Support" Case System seems to have been SCRAPPED ...
And ...
[ Like it or not ... ]
The "Support" Case System seems to have been incorporated INTO this "Community.FamilySearch" Forum ...
We can NO LONGER, either:
(1) "Send a [ PRIVATE ] Message"; whereby, creating a "Support" Case number, directly to "Support" of 'FamilySearch'; or
(2) even 'see' Our OWN "Support" Cases, whether ACTIVE or not.
And, from those in the "Know" ... it appears that such may NOT be RETURNING ...
Just so that you are aware ...
Along with Other Users/Patrons, I have also referenced this matter in a number of posts in this "Community.FamilySearch" Forum:
Just some ...
"Ideas" Section
[ 1 ]
Home > Ideas > Other Ideas - Triaged
BRING BACK MY CASES
https://community.familysearch.org/en/discussion/87423/bring-back-my-cases#latest
[ 2 ]
Home > Ideas > Other
My Cases list is missing
https://community.familysearch.org/en/discussion/87422/my-cases-list-is-missing
.
Q & A Section
[ 1 ]
Home > Help Center Categories > Other
Support Changes
https://community.familysearch.org/en/discussion/87228/support-changes
[ 2 ]
Home > Help Center Categories > Temple
This is personal information that Family Search should not require us to put in a community forum!!!
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I know that this does not help; but, I hope it gives you some more perspective.
Brett
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Using a community process stinks, for dealing with family issues. If anyone is paying attention, maybe we can create a group comment string of concerned individuals asking them to reconsider how unprofessional and cruel it is to expect the public to put their private family issues into a community forum. Frankly, the church could get sued for taking this stand because it could cause family issues including legal issues. Did anyone think this process through and how damaging it could be. I am asking for help in resolving reservations of names that have been reserved for 2 years or longer. How can this be resolved when no action is taken to complete ordinances over a long period of time and the person reserving the names is blocking the work on my direct line. If anyone else has an issue with not being able to receive a private communication with family search about problems regarding ordinances for their direct private family, please add your comments. Family skeletons show up and not everyone wants them to be public, especially the dead. My other questions I cannot address in a public forum. Please change this structure to one that allows personal one -on-one communication. Aren't we trying to reach the same goal of completing covenants via proxy. This method could create embarrassment for those on both sides of the veil.
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All
FYI
Regarding, the 'Comment', by 'carolynvigos1' ...
Here is the related submission ...
FamilySearch Help
'Category' = Temple
HOME > FAMILYSEARCH HELP > TEMPLE
In 'Post' ...
In Progress - Can't unreserve
https://community.familysearch.org/en/discussion/103640/in-progress-cant-unreserve
Actual 'Comment', by 'carolynvigos1' ...
https://community.familysearch.org/en/discussion/comment/429385/#Comment_429385
Brett
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