Genealogy.com charging $2 per minute for phone technical support!
DSuarez
a chance to make a buck:
Dear Valued Customers,
At Genealogy.com, we are continually seeking to improve our
software and services to best meet the needs of our
customers. Recently, we have been working to find a way to
offer you the highest possible level of Technical Support
and Customer Service -- 24 hours a day. On June 21, 2001, we
will share the results of those endeavors by unveiling our
new Online Help Center.
Located at http://www.genealogy.com/help/, the Online Help
Center will be the best place to find answers to questions
about Technical Support, Customer Service, or Genealogy
Help. We believe that you will benefit from the years of
technical experience represented by the informative topics,
tips, and step-by-step instructions for each available
product or service. Simply select from convenient drop-down
lists or peruse the Frequently Asked Questions to find the
answers that will get you back to work researching and
documenting your family history. In addition, we have added
a Customer Feedback section to make it easy and convenient
for you to get in touch with us. Send your success stories,
suggest enhancement requests, or tell us what you think we'
re doing well -- and what we can improve to provide you with
better genealogy or support tools.
Within the new Online Help Center, there will be some new
Technical Support Policy changes. We will continue to
provide Technical Support by phone for those who require
phone assistance, but we will begin charging for certain
support services effective June 28, 2001. Support services
not subject to fees will be identified in the Online Help
Center. The phone number for paid-phone support will be
800-326-8733. Fees will be $2 per minute for the time spent
by the technical support representative on the phone
answering your specific questions. Charges will be billed to
Visa, MasterCard, American Express or Discover Card at the
time of service. Please realize that Genealogy.com is
committed to providing you with better genealogy and
customer support tools, while also operating as a business.
The benefit to you is that we are now able to apply
additional resources directly to the products and features
currently used by the majority of our customers who require
phone support.
While we will be charging for certain phone support
services, we will continue to provide as much assistance as
possible within our Online Help Center, allowing the
majority of our customers to find the answers to questions
without incurring phone charges.
Please take a moment and visit our New Online Help Center
when it is unveiled on Thursday, June 21st to try the online
support options, view the new support policies and use the
Customer Feedback section to send your thoughts. Once you've
seen what we have been working so hard to bring you, I hope
you'll agree that we have succeeded in providing an
all-inclusive Help Center that allows you to search for
answers and get back to your genealogy with greater ease.
Thank you for your continued support as we continue to make
Genealogy.com the best place on the Web for all your
genealogy needs.
Sincerely,
Rob Armstrong
Sr. Vice President, A & E Television Networks
General Manager, Genealogy.com Division
Wink
> <big snip>
> Thank you for your continued support as we continue to make
> Genealogy.com the best place on the Web for all your
> genealogy needs.
>
> Sincerely,
>
> Rob Armstrong
> Sr. Vice President, A & E Television Networks
> General Manager, Genealogy.com Division
He and his company most certainly won't be getting my support ......... or
my money!
Chuck Wolfram
UFT on my computer. They still pester me with their e-mails, although I
haven't used FTM since November. Sounds like something they would do.
Hmmm....Donna submitted this. I thought you had to have FTM to be A
Valued Customer.
Don't tell me.<g>
It couldn't be. Not Donna.
You don't happen to have a copy of FTM stashed away someplace....
Chuck Wolfram
"DSuarez" <drsu...@worldnet.att.net> wrote in message
news:DQ5Y6.2030$3d3.1...@bgtnsc05-news.ops.worldnet.att.net...
C'est moi
to the genealogy.com website. Could it be that she *knows* someone who
uses FTW, FO, UFT or has a subscription to the website????
I have copies of several versions of FTM - going back to v2.0 DOS - and
never hear from them anymore at all.
"Chuck Wolfram" <cwol...@prodigy.net> wrote in
<9gr0v0$coqi$1...@newssvr06-en0.news.prodigy.com>:
DSuarez
Chuck Wolfram <cwol...@prodigy.net> wrote in message
news:9gr0v0$coqi$1...@newssvr06-en0.news.prodigy.com...
: Funny...I haven't got my copy of this e-mail yet, and I
have both FTM and
: UFT on my computer. They still pester me with their
e-mails, although I
: haven't used FTM since November. Sounds like something
they would do.
: Hmmm....Donna submitted this. I thought you had to
have FTM to be A
: Valued Customer.
: Don't tell me.<g>
: It couldn't be. Not Donna.
: You don't happen to have a copy of FTM stashed away
someplace....
:
: Chuck Wolfram
I got it from the Genforum message boards:
http://www.genforum.com/genlibrary/messages/9243.html
Donna
Richard A. Pence
> The latest from Genealogy.com, the company that never
> misses a chance to make a buck:
> Dear Valued Customers,
In the first day of Direct Mail Marketing 101, you are taught to
address your reader as an individual rather than as part of a
group. E.g., "Dear Valued Customer:"
Tsk. Tsk.
Regards,
Richard
DSuarez
C'est moi <she...@excite.com> wrote in message
news:Xns90C68BB04F598Ta...@209.142.136.250...
: Actually, Chuck, they also support Family Origins and UFT,
in addition
: to the genealogy.com website. Could it be that she
*knows* someone who
: uses FTW, FO, UFT or has a subscription to the website????
:
: I have copies of several versions of FTM - going back to
v2.0 DOS - and
: never hear from them anymore at all.
Actually, Genealogy.com doesn't support UFT.
Donna
JimHS
news:DQ5Y6.2030$3d3.1...@bgtnsc05-news.ops.worldnet.att.net...
> a chance to make a buck:
>
> Dear Valued Customers,
>
Whenever I encounter such shades of sycophancy, the rest is consigned to the
garbage bin to join those that address me as a "highly respected
professional in your field of expertise".
Anyone claiming I'm highly respected or valued would lose my respect in an
instant (not that *that* was a valuable commodity in the first place).
--
JimHS
---------
my email account is at rfci.net addressed to jims
Larry
hole or anything else but the genealogy combines firing up their vacuums
to hoover your wallets. The data may or may not be useful, it often is
not corrected, etc.
<sigh>. Not to pick on any specific company, but I am beginning to wish
I were back in the good old days in the 80's when the big deal was
having a genealogy program on a PC. No stalkers, no spammers, etc.
I am too old for this!
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C'est moi
<fFbY6.1717$C81.1...@bgtnsc04-news.ops.worldnet.att.net>:
There were links for those programs at the technical support section of
the site. Not really being interested in any of them, I didn't click
on the links. I should not have assumed that since those products were
mentioned on the genealogy.com site that genealogy.com supported them!
DSuarez
: "DSuarez" <drsu...@worldnet.att.net> wrote in
:
<fFbY6.1717$C81.1...@bgtnsc04-news.ops.worldnet.att.net>:
:
: >:
: >Actually, Genealogy.com doesn't support UFT.
: >
: >Donna
: >
: There were links for those programs at the technical
support section of
: the site. Not really being interested in any of them, I
didn't click
: on the links. I should not have assumed that since those
products were
: mentioned on the genealogy.com site that genealogy.com
supported them!
A reasonable conclusion. But not when it comes to
Genealogy.com
Donna
C'est moi
<UTeY6.1948$C81.1...@bgtnsc04-news.ops.worldnet.att.net>:
>
>C'est moi <she...@excite.com> wrote in message
>news:Xns90C6D60FB633CTa...@209.142.136.250...
><snip>
I should not have assumed that since those
>products were
>: mentioned on the genealogy.com site that genealogy.com
>supported them!
>
>A reasonable conclusion. But not when it comes to
>Genealogy.com
>
>Donna
>
>
ROFL!!!!
JKing
How about the other users of genealogy.com? You are forgetting about us.
One of those services is Genforum. One of the included services there is a
highly successful chat, from which I have been able to glean a number of
tips and family connections.
The folks in the chat have received NO service for almost a week now. If you
look at the Genforum forum, it might not look like much, but that is
because a number of posts over the past six months, have never been answered
but have been deleted.
The chat numbers thousands of users - and, lo and behold, many are top notch
genealogists trying to help beginners start their searches right.
Now, this has nothing to do with the $2 per call (I have plenty to say on
that too), but the lack of support by gen.com to their general products - be
it genealogy program, database disc, or online support.
I have worked in the software industry and it is rare (M$ may be the
exception) where such a cavalier attitude survives.
And by the way, gen.com has a habit of NOT sending out this kind of
announcement to their users but Rob posts it in a non-descript user board.
They consider that adequate announcement. Legally, I suppose they might be
right. I am not an attorney.
Jackie
"Chuck Wolfram" <cwol...@prodigy.net> wrote in message
news:9gr0v0$coqi$1...@newssvr06-en0.news.prodigy.com...
Joe Weber
--
Joe Weber
Bedford, Indiana
"The gods themselves struggle in vain against stupidity."
- Friederich Schiller
"DSuarez" <drsu...@worldnet.att.net> wrote in message
news:DQ5Y6.2030$3d3.1...@bgtnsc05-news.ops.worldnet.att.net...
JKing
Many surveys show the average support call takes 20 minutes or at least $40
at these prices.
Microsoft charges a flat $35 for the services I get plus they allow the
first two product calls free.
Jackie.
"Joe Weber" <jwe...@kiva.net> wrote in message
news:9h0d02$pf4$1...@topsy.kiva.net...