Support Changes
Comments
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I am just another 'lowly' User/Patron ...
That is a VERY "Good" 'Question' ...
MANY Users/Patrons have been asking the 'Question'; as, WHAT to do; now, that 'FamilySearch', have GOT RID of, the OLD facility to, EITHER, (1) "Telephone"; or, (2) "Send a Message"; or, a "Live" ('On-Line') "Chat", to/with 'FamilySearch' "Support" to CREATE "Support" Cases; now, ONLY allowing, either, (1) Visiting the "Community.FamilySearch" Forum; or, (2) Having a "Live" ('On-Line') "Chat" with Your LOCAL (Country/Regional) "Support".
There are MANY "Very" UNHAPPY Users/Patrons ...
This was 'foisted' upon us WITHOUT any REASONABLE notice.
Currently, we CANNOT even, 'see'; or, get access to, our EXISTING "Support" Cases.
The WHOLE matter/situation is in a state of 'flux' ...
And ...
Of course ...
The "Knowledge Articles" in 'FamilySearch' have NOT been updated to reflect the NEW requirements.
Just my thoughts.
Brett
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Mark
Due to the WHOLESALE "Change" to (the format of) "Contact Us" ...
FIRSTLY ...
There is NO ability, to "Send a Message", to "Support", like we used to, to create a "Support" Case.
MANY of us Users/Patrons, PREFER to, "Send a Message" to "Support", thereby creating a "Support" Case, rather than, either, RINGING; or, a "Live" ('On-Line') "Chat".
Believe me, I have done ALL Three; and, the "Send a Message", in just about all cases, was the better option.
And, you may (or, may not) remember me; as, you and I, had a very quick, 'sit down' meet, in the Lobby, on the 3rd. Floor, of the "Joseph Smith" Building, in "Temple Square", way back in 2015, when you were the North American "Support" Manager.
And ...
We DO NOT want to raise/air such matters in the OPEN nature of the "Community.FamilySearch" Forum.
I for one, DO NOT, want to reference ANY 'FamilySearch Person Identifier" (PID) in the OPEN nature of the "Community.FamilySearch" Forum.
'FamilySearch', NEEDS to bring BACK, the ability to "Send a Message", to "Support", like we used to, thereby creating a "Support" Case.
SECONDLY ...
We can NO LONGER access OUR Own "Support" Cases ...
I am certain, that there may be MANY of us, who STILL have ACTIVE "Support" Cases ...
WHEN; and, HOW, are we going to be able to, access; and, view, OUR Own "Support" Cases?
[ Whether, ACTIVE; or, not ... ]
BOTH, of these are SERVIOUS Problems/Issues that need addressing/fixing ... sooner, rather than later ...
Just my thoughts.
Brett
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@Brett . Ha! I absolutely remember our discussion! I had just joined FamilySearch and was pleasantly surprised to meet other people as passionate about family history as I was! :)
Regarding the support changes you noted above - when you have a sensitive topic to discuss, I'd suggest creating a post in Q & A indicating as much . Our support teams will then reach out to have a private discussion.
In regards to active cases, our support team has access to and will continue to work with you and others who may have open cases. With that said the My Cases function of the Contact Us page was retired and you will no longer be able to view active or previous cases.
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