Please take care, Daniel and others on the MH team -- simply deleting a negative comment does nothing to address the root cause. When a user makes a negative comment, it is an opportunity for you to improve your product and/or your practice.
We're paying customers, most of us.
If something we've paid for doesn't work, we're allowed to say so.
If your product doesnt' perform up to your advertising claims, you need to hear about it.
If your product isn't as good as a competing product, you need to know it
If you have corporate weaknesses such as slow customer service and we point out those weaknesses, you need to listen.
Not only do you need to hear, to know, to listen -- you have to respond.
If something doesn't work, you need to say "thanks for pointing that out", then FIX IT.
If your product is weak, say, "thanks for telling us what you need in a better product" then IMPROVE it.
If you're not as good as the competition, then WORK HARDER, find what people want that the competition doesn't have, offer a better price or faster service, add more value. Keep doing that.
When a corporate weakness is identified, do something to strengthen that area.
This is not "rocket science" -- this is just basic business practice.
As a reply, I would like to again, emphasize what I wrote in the first reply:
We are NOT deleting the following posts:
Members asking for help with their issues and troubles
Members asking for improvements
Members talking about Genealogy and Research
Not only do we NOT delete the posts, we are also answering them in our ticketing system, and the forums.
The forums were originally designed for the community to help itself, and not for the MyHeritage staff to be involved. However we had some problems with the contact form, and so our staff became more and more involved with whats going on in here (the forums). Due to this involvement - the community now thinks that this is the place to posts your bugs/issues/specific problems.
This is not the place to do that. If you seek for help from the MyHeritage Staff, contact us via email "Support@MyHeritage.com"
I have sent 2 emails to your support department and still have not received a response. I don't know why or how this account was activated, but I never signed up for this product and am requesting a full refund of $76.18 immediately!
Please let me know who I need to contact to have this resolved!
Did you send the emails to email@example.com? Replies can take up to two weeks.
Be sure to give full details - what sort of subscription, dates, etc. and quote the ticket numbers from the autoreply you got from support. You might point out that their slow customer service negates any efforts they make to promote the product.
Tom, thanks for your advice. I will definitely be sending emails to the higher ups. I just don't understand how a business can operate this way. There needs to be a customer service department that you can call. I started emailing them as soon as I received an email stating my account was active and monies were being drafted. My hope was to get this resolved right away, but from looking at other posts, it seems that it will take some time.
We are sorry for the response delay, but we will take care of this as soon as possible. It shouldn't take long, as I forwarded it to the relevant department and they should issue you the refund.
Let me know if there's anything else I might be able to do for you - looking at our emailing system we can't see that you sent us any emails except for the one we received from the forum posts - which could be the reason why you got such a delayed response.
I purchased what I believed to be a Premium account so I could look up birth, death, and marriage certificates but my account is still saying basic. I want my account to be switched to Premium or I would like a refund. Thanks in advance.