General Chat

How can I persuade support to answer my outstanding question?

Just keep mailing them until they answer.

Nothing yet despite further reminders. I wonder if I will get a reply before I am no longer hidden as a living relative!

Michael could you clarify who you mean by support. Do you mean GR as in the technical/administration team, or do you mean a person you have contacted on the boards or through the search trees function

If it is GR they are usually quite quick to answer and you will receive an email with their reply. I don't think they actually answer on the site.

If you are waiting for a response from another member check out the Tips board for the "reasons why you might not receive a reply". There are several threads there, in various stages of disappearing, on this topic.

AuntyS, you sunny optimist.

I think Michael means support@genesreunited. And I think many members' mileage varies from your "quite quick to answer" experience. ;)

I agree with Sue in Leeds. Just keep emailing them. Use a reply or forward function that shows the growing list of unanswered queries, just to amuse yourself maybe.

Oh they usually respond within two to three weeks which is about the average time it takes my carrier pigeon to fly OS to the UK and reurn with their answer clutched in its little beak.

I have just sent them a message about my jumping typing. Being a speed typist of uncanny accurcy it is greate fun to have the typing line disappear from view and the text box bounce up and down as my nimble fingers speed over the keys.

I reckon it is a GR ploy to prevent my overly verbose literary efforts from littering these here boards.
Ah ha even changing my display settings did not have the desired effect. Well this is also the third thread on which I have posted this littel whinge. Well I had to test out the theory. Going for carpet whinging versus practical answers and helpful hints of which there have been none.

Oh well, chucks the pigeon out the window. Let me see two to three weeks. Gee my typing is going to improve by then. Not being able to see what I am typing will make me even more careful about the accuracy.

Ha Ha Auntie - I think perhaps you need to be a little more careful (unless of course they were deliberate mistakes) :))

uncanny *accurcy* it is *greate* fun to have the typing line disappear from view and the text box bounce up and down as my nimble fingers speed over the keys.

I reckon it is a GR ploy to prevent my overly verbose literary efforts from littering these here boards.
Ah ha even changing my display settings did not have the desired effect. Well this is also the third thread on which I have posted this *littel* whinge.

My recent experience makes me wonder if they actually READ the question asked !

Following several posts re why the facility to download blank family tree forms no longer worked (the list shows the forms but nothing happens when you try to download) I e-mailed them asking why and had they withdrawn the option

The reply I got was

"thank you for your e-mail the forms you requested are attached" !

I replied repeating the question but got no response--have not checked since to see if it wokrs though

I had hoped that might have changed now but obviously not. A few years ago I e-mailed them with a problem and got a standard reply that didn't come near to answering my question. I e-mailed them 3 more times but just got the standard reply from 3 different people before I gave up.

Of course I left those spelling errors as an illustration of the point being made. No doubt about it!! Really I did.

And do you know the answer most likely induce head banging against the nearest wall.

"We have been unable to replicate the problem".

In most cases the answer to that reply is.....You don't need to replicate it. If you go look now the problem exists.

LOL Sherlock - I bet you didn't get a reply to that one either :))

I just got a reply from Estelle about something I contacted them about several days ago, (around the 6th May) they replied, I responded saying thanks and just got another message to say who had done what... which wasn't really necessary. Seems there may be a backlog or something.

Lizx

I used to get quick replies from Estelle, but I have the e-mails I had.
It was easier to get in contact when I had an e-mail to 'reply' to.

There are so many people on the site and it must be difficult to answer quickly, I suppose.

Deanna X

I finally received an answer today after my 10th reminder. It appears that the problem I originally reported was solve some weeks ago but I was not told. I subsequently reported that the nature of the problem had changed but I seems that aspect of my mail had not been read.

It seems there is a problem reading trees for those people, like me, who have broadband satellite connections.

I have my reply. Two days. And that is not a bad response time. No there is not a solution. I tested the problem at work today in a different browser IE6 instead of IE8. The problem did not occur. I really think it has something to do with the size of the text in the reply box. The font is about twice the size of the rest of the thread. I have no idea how to change font size in GR apart from making everything smaller./larger.