DOES THE SUPPORT DEPT. TAKE ANY ACTION ON CASES POST IT IN THIS COMMUNITY
I contacted by chat the support department today, asking where did the "My Cases" link go and how to submit corrections to ordinances to my ancestors on my tree.
The person was quite nice but after posting 2 cases of my ancestors I got to thinking if it was the right answer.
I was answered on the chat that I was to use the community system. I like to know IF I AM NOT WASTING MY TIME in doing it this way or is there another way to contact my cases previously submitted?
I'm not looking for shared advice. I'm looking for the way to contact the people that can correct these ordinance issues.
Can any one out there explain this to me???
Thanks,
Lydia Galindo
This is the answer I got:
"The experts who used to handle those types of problems now work through that section of the Community. You will still reach the same experts, who have the right tools & experience to help you."
"With the new system the best way to get information about ordinance work that You have been working with someone on is through our new Community Help Center. Steps for How to Post Requests for temple work to be looked into when the ordinances need correction:
1. Go to the question mark like you were going to the old Help Center. Near the bottom of that pop up is a link to the Community: click on that. https://community.familysearch.org/en
2. Sign in (top right corner)
3. Click on Q and A (far left side—on a column)
4. That opens to tiles, which are links to different groups. Find the Temple Group Tile. (Mine is on the second row, right side. Click on that temple tile:
5. Click on Blue Rectangle that says Ask a Question on right side of page, towards the top)
6. Which opens a field for you to write a title & a question.
7. When you have completed the question, Click the blue rectangle: Ask a Question at the bottom right,
The open fields are for you to write a title for your question and then write your question. It is a good idea to put the PID and name for the ancestor that you are asking about in the title. The experts who used to handle those types of problems now work through that section of the Community. You will still reach the same experts, who have the right tools & experience to help you."
Best Answers
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The information that you were given is correct.
Clicking on the Question Mark will give you the option to go to the Contact page:
When you get to the Contact page, you still have the options for chat or phone, which will be available for the next few months. But eventually all business will move to the Community Groups.
And you will see a link on the Contact Support page which takes you to an article on how things are changing.
I hope that this helps to explain the changes which are currently being made.
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We understand your concerns and apologise for any upset or stress which the changes have caused. We are all on a steep learning curve as the changes were brought in with short notice and we know that things will improve.
The “Permission Problem” was unforeseen. In cases where an issue is moved from the public domain to the escalated area for action, the issue is no longer visible to the public, even the submitter. Unfortunately, for unforeseen technical reasons, any further comments on the original question generate a notification to the originator, who is also prevented from viewing the comments. We are developing protocols to stop this happening, as we understand how frustrating it must be. The primary aim was privacy for the submitter’s data, but it went too far. People are working to overcome this now.
In the future we hope to use personal messages to keep submitters aware of progress with their issues. Thanks for your patience as we work to improve these processes.
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Answers
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Thank you for you assistance.
It helped to understand some what. I get that there are changes and updates that need to be done to "improve" the results.
I'm just trying to help my wife to correct some issues of ordinances previously performed that are not showing on records.
We have a strong testimony of the work of the Lord, his plan, and the ordinances.
But may I also add that it doesn't seem user friendly for older people or health compromised people (i.e. Parkinson) and that there are now more steps into it. For example, before was click on ? help, contacts, my cases, and it got you directly to the support instead of having to vent your case to a whole community. Not all improvements improve everybody's life. I got two more notifications along with this one and when I tried to open them got an annoying message of: Permission Problem You don't have permission to do that
With NO further explanations? What does it even means?
We'll keep on going. Maybe they should add a button for direct contact to support on correction of ordinances.
Thanks again,
Respectfully,
Luis Cruz + Lydia Galindo
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