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I’m very frustrated.

'Support': Please STOP 'Support' Personnel from changing/amending the "Subject" of a 'Support' Case entered by User/Patron - for any reason

FamilySearch
Support
Administration

Please STOP your 'Support' Personnel from changing / altering / amending the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case that a User / Patron enters - for any reason.

'Support' Personnel, in many instances, change / alter / amend the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case that a User / Patron enters.

Please STOP / DISALLOW this practice - whether it be a directive or not.

When 'Support' Personnel change / alter / amend the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case that a User / Patron entered, it makes very difficult, almost impossible, for the User / Patron to find particular 'Support' Cases from their "List" when the User / Patron has a number of 'Support' Cases.

I have asked in numerous 'Support' Cases where the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case has been changed / altered / amended to be "Return" / "Reverted" to its original state - to no avail.

I have been informed that the "Practice" of changing / altering / amending the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case is to aid the 'Support' Personnel as to what "Bucket" ( ie. area / department ) the 'Support' Case is directed.

If there there is a need to aid the 'Support' Personnel as to what "Bucket" ( ie. area / department ) the 'Support' Case is directed, then may I suggest that you add a "Field" for such in the 'Support' Case mechanism, that is not displayed on cases.

I have raised this matter in this forum, directed particularly to 'FamilySearch', Support, Administration, as I have had no success within the 'Support' Case mechanism with regard to this matter; and, as I DO NOT want the "Subject" ( ie. "Heading" / "Brief Description" ) of a 'Support' Case of my 'Support' Cases changed / altered / amended, for any reason.

I apologize for the tone of this post; but, I am very frustrated with this matter.

'Thank You' in advance.

Brett
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  • Having worked on support cases, they usually change it so they can A) Easily identify it, B) add more information, or C) Specify the problem. Hence they give you a support number so you can identify the case since they may need to change the title.
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  • I’m very frustrated.
    Alexander

    Sorry, the 'Support' Case number is no help when you have quite a list!

    In my list, I identify my cases by the "Subject" ( ie. "Heading" / "Brief Description" ) - I find it very difficult to identify particular cases by an indistinguishable "Number"!

    If there is a need for ( mainly ) 'First' Level of "Support" to ... "A) Easily identify it, B) add more information, or C) Specify the problem" ... then there needs be an additional "Field" in the 'Support' Case mechanism of 'Support' Personnel for such, rather than them changing / altering / amending the "Subject" ( ie. "Heading" / "Brief Description" ) of a Case!

    Anyway, why is there a need for SOME 'Support' Personnel to change / alter / amend the "Subject" ( ie. "Heading" / "Brief Description" ) of a Case; and, others NOT - and, it has nothing to do with the actual style / format of the "Subject" ( ie. "Heading" / "Brief Description" ), in most cases, seems to apply to particular 'Support' Personnel, not others!?

    Still NOT acceptable!

    Brett
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    • The interesting question is why you have so many cases for support that you feel you need a spreadsheet to keep track of them? Is it because you are raising an unreasonably large number of support cases, or is it because of the design of the system?

      I certainly don't feel the need to put support cases in particularly, and I use this site a lot. But then I'm not LDS so it is possible that the ordinance system is so screwed up support's help is required. It'd be interesting to hear from those who are LDS as to which diagnosis is correct?

      Incidentally Randomly inserting cApital leTters into sentenCes at weirD points doesn't help your case.
    • It could also be record problems, bad merges, etc. The Temple System is a little wonky, but they're trying to fix it. Another problem may be wrongly restricted memories (I had one of a production of a Shakespeare play and it restricted it because of the swords).
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  • Oh,

    I was trying; but, could not resist ...

    This is exactly why I never liked raising "Certain" matters as "Feedback" in this forum, as advised when you raise a 'Support' Case.

    This is also why I would particularly like to see a separate "GetSatisfaction.com / FamilySearch" forum, like this, for LDS matters, only accessible to LDS Members.
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  • I would really appreciate an "Official 'FamilySearch' Representative" ( ie. a 'Supervisor'; or, 'Line Manager' ) from the 'Support' Department to join in to this Post.

    'Thank You' in advance.
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