Commenting on yet another DNA Explained Blog posting

Below is a comment I made to another DNA Explained blog posting  in response to another commentator’s post.  My response was based on relatively recent experiences at the Gaylord, Michigan Family History Center, a local branch where genealogists can access much of the Mormon Church’s massive Family History Library’s holdings.  On the rare times I get to be in Gaylord during the week I will make a concerted effort to access the local FHC…as the ones that are closer to my home require much more travel coordination that the one near my parents’ vacation Cottage.
Here is the article that both Roger (I copied his comment below) and I were responding to:
This above blog posting gives a very thorough treatment of Ancestry.com’s DNA testing, comparing the current to the previous version.  I was given an Ancestry DNA kit relatively recently and have been reading Roberta Estes’ postings on Ancestry DNA as part of my information trajectory for when to send in our own DNA samples, hoping to avoid the upheaval expected at Ancestry as they were transitioning between their old and new test versions…fyi…Valerie

I don’t know if anyone will read this or even care, but want to express my dissatisfaction with the ‘new’ Ancestry.com way of doing business, which also carries over and severely impacts my research of 10 Ancestry DNA kits that I administer —

For the rest of my limited time on Earth (I’m 70), I’m not going to waste it on Ancestry.com phone queues that are ultimately unsatisfactory. I’m done calling you guys — you promise all and deliver nothing.

My 3-year-old cry for support with outgoing in-app messages has never been resolved. In fact, you recently closed my last Ancestry Support Case — 00155616 — without even following up by telling me why.

The last time I phoned, the lady promised me a 3 month complimentary sub when my paid one ran out. Instead, I received — “Roger, we’re sorry auto-renewal took you by surprise.
We automatically renew our membership packages to make sure our members always have access to their discoveries and family history tools. But it seems we weren’t very helpful this time. To make it up to you, we’d like to give you a chance to save 15% on your membership.” — Thanks, heaps!

You shift the burden on us users to call you, instead of allowing me to e-mail. I’ve called at least 8 times over the last year. You’re ignoring me, I guess. Is this your business strategy? Too big to fail?

Oh well, in response, I’m switching over to Geni. Sorry it had to end this way.

  • Hey Roger,

    I was recently at a small town Family History Center in Gaylord, Michigan and the manager of that center spent a significant amount of time assisting a patron via the phone and web in handling some type of problem with Ancestry (I’m not sure if that was a DNA problem, per se). She used her FHC leadership position to apply pressure to the seemingly less than helpful Ancestry employee in an attempt to resolve the patron’s problem. This service may be reflective of FHC service in other locations or an example of a lesser trafficked location’s leadership going above and beyond.

    Based on this observation may I suggest that you consider visiting a local Family History Center (you can find them from FamilySearch.org) and seeing if you may be able to get direct help in navigating treacherous Ancestry waters. That FHC manager also mentioned that (at least at that Gaylord “church”) if you joined the “church” that you automatically could/would receive a free Ancestry.com membership. From my perspective this Could mean that if one could locate Mormons that are also involved in DNA this could lead to a group that by definition works with Ancestry and likely Ancestry DNA. Hope this hint may be of some help.

    Best Regards,

    Valerie Curren

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