This community page is a terrible idea!
I just called Family Search and TALKED with a very nice brother who helped me through the issue I was having. He then informed me that Family Search was moving to this format in the future. No more phone calls. I STRONGLY encourage whoever makes the decisions at Family Search to reconsider. This will not be an effective way of asking questions or resolving issues regarding Family Search. Most of the times an issue involves more than one questions also. To try to go back and forth with multiple posts on the page would be so frustrating. And it could take DAYS to finally get an answer to a question. I don't understand why Family Search would do away with phone calls. It just doesn't make any sense.
I love being able to call and talk to someone and get an immediate answer to a question. Many times the representative on the phone will teach me a better way to do something. I've learned so much from the Brothers and Sisters on the phone.
Please, please, please do not replace live customer support with an online forum. You will lose a lot of people.
Comments
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Dear LauraR,
You are not alone in feeling anxious about the changes you see happening. But, don't despair, there will be ways to communicate in order to have your questions answered.
Here is a FamilySearch Blog article about the updated FamilySearch Help Center:
The Help Center is designed to be a portal to multiple solutions and in-person help includes free 20 minute consultation sessions over the telephone.
One of the things you will notice as you explore all the help options is that we are striving to assist all of our guests to become more self-sufficient. However, there will always be a way to receive help with a problem or concern for which you find no answer. Preserving your family's history is without a doubt a rewarding endeavor, but we recognize it is not always a simple one and FamilySearch is trying to make as many resources available for help as possible. Keep in mind that FamilySearch serves a worldwide audience and one of the great things about the FamilySearch Community is that it is available 24 hours a day.
We do hope that you will continue to enjoy your work in FamilySearch and we encourage you to stay involved.
Wishing you the best!
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We understand your anxiety. You will however, continue to call FamilySearch. In the future as we continue to provide good service, phone call It will be a little different. Instead of talking to someone immediately, you will leave a call back number and time. We will always be able to help you on the phone, just in a different way.
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