Below is the pop up that shows when you click on the FEEDBACK option in FamilySearch
There are only two option once you get this window
1) Suggestion or Compliment
I assume "problem" would include things like "BUGS" "Flaws" "things that dont work as they should" - - I mean that is a pretty intuitive assumption - right????
and yet I cant count the number of FS employees - who tell me and others - DONT click the problem link when you want to get a problem fixed - but click on the other link (which up till now was Get Satisfaction and is now newly "IDEAS")
and any time I ask a FS leader - what is the correct way to report a bug or flaw - - - they pause, hesitate, and seem to wonder if Im asking a trick question - and then eventually attempt to explain why it is the way it is - and totally counter intuitive.
First of all - wouldnt it make sense if there were more then two choices:
1) Help in how to do something
2) Provide Praise or feedback
3) Report a Bug or problem (something that is not working as it should)
4) Maybe a link to the community
This issue of the link being named "PROBLEM" - but not routing the user to the group of people who can actually fix problems (engineers/developers/manager) - has been this way for many years - and even after numerous users have complained about it - and yet FS leadership seems to have left it as is - no matter how many people complain it is totally counter intuituve,
if a user wants to report a Problem - and a bug/flaw is a problem - then PLEASE point them to the right place to get it fixed - not just a group of helpers who know less about the system then the people trying to report an issue.
I really wonder if FS leadership has any idea the amount of aggrevation and irritation that has piled up over the years especially with newer users - when they dont know - what all the more "experienced users" know - that concept of . . . . "dont click on the "problem link" if you want to get your problem resolved . . . .
PLEASE PLEASE - make it easier for users to get to the right people when reporting problems,bugs and flaws with the system.
@Mark McLemore (FamilySearch)
@Mark Mitchell (FamilySearch)