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Advice is being given by Users - not myheritage- is that not odd
member
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Seems to me that questions are being bounced back and forth and replied to and whilst that is a good and healthy exercise- it may be flawed on the basis of ignornance or perception out of balance with the facts.

Myheriatge should intervene here when information is given or advice sought- Surley the best people to answer working issues are myheriatge- but are thay asleep?

 

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RE: Advice is being given by Users - not myheritage- is that not odd
Anders Karlsson
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Hi,

 I hope you dont mean that Myheritage shall prohibit all users to give advices. Since it seems that Myheritage is not a 24/7 company and has international users it can take quite a while befor an official answer/advice is given. If you consider the cost for a PremiumPlus membership (approx $120 per year) it take quite alot of members to cover the personel cost for both development and support, especially if they need to be present 24/7 and cover all languages. My employer (works with electronic design) pays $30000 in support fee per license for the software we use and the problems are not solved any faster.

Also, this is a forum and not helpdesk and therefor you have to accept that users answer questions and that is also the whole idea with a forum where you can place your questions and vent ideas and hopefully Myheritage monitor it all and take actions if an suggestion or a problem is risen. If an advice is given by an user it would be nice if Myheritage can verify that the advice was correct and of course correct it if it is wrong.

I will gladly take an advice from an user if it helps me. If I have planed to work with my research a weekend and get stuck on friday evening I will get an answer from Myheritage at earliest monday and my weekend is destroyed.

Since there are many international users which have not english as their native language it can be hard to place a question which is correctly understood. I come from Sweden and I want to beleive my english is good enough to both place questions and advices in english. Saying that I also know that when I have a more complicated question I place it in swedish only to see that it is translated to english by Myheritage with a computer translator (Google or similar) which can give quite funny results.

What I miss here is a Q&A section moderated by Myheritage where they can place common questions with proper answers and where we dont have access to place posts. As it is now q&a are drowned by a mix of suggestions, new questions on already answered questions and so on. It can also be hard to find answers by search when you dont know what you shall search for especially if you are "non-english".

When we (at least I) write messages on internet (email, posts) we tend to write it in short sentences which easily can be interpreted as rude. I hope I'm not offending anyone because that was not my intension. 

Best regards

Anders

 

Anders Karlsson
Sverige
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3
RE: Advice is being given by Users - not myheritage- is that not odd [2]
Noam
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Hi Andres,

 

Your understanding of the situation is pretty accurate. Indeed we don't have the resources give a quick answer to every post. Moreover, sometimes we don't know the answer, and need to do some research first.

 

Regarding what you said about a Q&A session,  we have that over here:

http://www.myheritage.com/help/en/

 

Clearly it is not complete, but we do our best to improve it all the time.

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
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4
RE: Advice is being given by Users - not myheritage- is that not odd
Eric Dalton
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Agreed. Sometimes the simplest questions are met with information already available as if they don't even understand what the question was. Don't know which is worse. No answer, or answers which don't help, and should be obvious to anyone who understands English. They make the actual facts difficult to find, then when a question arises, link to a fact which I already knew. That I already knew it should be obvious based on the actual question I asked.

 

Actually, I think some of us are askig for help regarding things they don't know the answer to, but should have been made known to the employees, if not to subscribers. Funny, there have been a lot of suggestions for features which should have been obvious. It shouldn't have to be requested, because it should have been there from the start. At least it shouldn't take them 5 years to be told that it's desirable, if not essential, for effeciency. Take for instance being able to connect to people within the tree. I am not sure when it happened, but at first, the ability to connect another person was not there. IF you had a large tree which wound around and you discovered that a person you found was already on the tree, you just had to have them on the tree twice. I can tell you that I would not have been a member for very long if that limitation had been in effect when I started.

 

One problem I have noticed seems to be that they have devoted more resources to FTB(which they have admitted). A cheap workaround for basic members should not be FTB. Heck, ancestry.com even makes you pay for their version no matter what level subscription you have. As you know from previous discussions, basic members don't tend to spend much time on the site. They really don't have any reason to. 250 people isn't many and many basic trees that I have come across don't even come close to that. To do it right, make the website as easy to use and with as many features as possible. The website should have AT LEAST as many features as FTB.

Once you've done that, then worry about FTB.

 

Eric Dalton
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5
RE: Advice is being given by Users - not myheritage- is that not odd [2]
Rhianna W
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Hi Guys,

I'll be happy to shed some light on issues you may have questions with (if I can).

Do you want to share your questions with me? 

Specifically, I'd like to mention a few things:

a) Many times the support team isn't aware of the proficiency level of the person writing.  You might get questions from the team that seem elementary to you, but for the support person who is trying to build a case to prove to the QA team that there really is a bug, etc. it's very important to have all the information from the ground up.

Sometimes our language differs. You might call the page where you view the Smart Matches the tree view page. But we know that page as the Compare page and for us, Tree View is the page where you view the family tree. So again, we need to ask seemingly stupid questions in order to clarify.

And sometimes we just don't know the answer. The support team has to be 100% familiar with all of MyHeritage's products and services, what's going on with QA and R&D and product development, it also has to know what your problems and requests are and many times you are the first ones to report a bug that we've never seen before (which is great) - in short we have a LOT of information we need to be aware of all the time and sometimes we don't know the answer off the bat. 

b) There are features that we would all like to see implemented. As I mentioned on another post it might seem like nothing has changed or we're not actually implementing new features that you request, but we make a lot of changes all the time, many you might not even see or feel. We really are working hard to improve our products and services and use many of your suggestions. Family Tree Builder 5.3 actually had many fixes in it that were reported by you. 

c) I'm not sure where you heard that we are investing more in FTB than other services, but I wouldn't agree with that at all. We're working hard on a brand new HTML5 version of the online family tree and many other improvements to the online services we offer. 

I hope this information gives you a little view what's going on at MyHeritage.

Rhianna W
Tel Aviv, Israel
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6
RE: Advice is being given by Users - not myheritage- is that not odd [3]
Ian Bell
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Yes Rhianna

I have mentioned this before. In FTB In Tools > Options > Names, in the Parameters for "Empty first name", "Empty last name" and "Empty full name", could an extra option be added, entitled "Not Known"? For "Empty first name" have "Not Known", "Empty last name "NOT KNOWN" and "Empty full name" a combination of "Not Known NOT KNOWN".

The reason I would like this option is that I am the Webmaster of my own site (NOT in Myheritage) and the program I use to generate the web pages from a GEDCOM file does not recognise "Unknown", it list those entries as "?" (without the quotes), however it does recognise "Not Known/NOT KNOWN". I requested this some 12 or so months ago, but had no reply.

Also I recently added to the forum in either FTB or Smart Matches (not sure which) re not being able to acess ONE of my family trees in Smart Matches. It had something to do with email address I registered with, and since changed to a new email adress for which I notified MyHeritage,and it being accepted, however the old email address is still being recognised when I do a smart match on one particular tree. The original post was about 11 months ago, and I brought it up again in about the last 3 or 4 weeks. Sorry I can't be more specific.

Ian Bell
Australia
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7
RE: Advice is being given by Users - not myheritage- is that not odd [4]
Rhianna W
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I will certainly add a feature request for the Known and Not Known individual tags in the GEDCOM file.

Can you tell me if Noam helped you recently with the other problem you mention here: http://www.myheritage.com/support-post-443732/problems-with-smart-match-edit-merge-#posting546882?

I searched your past correspondences with us and it seemed to me that 2 days ago Noam answered you. Is that correct?

 

 

Rhianna W
Tel Aviv, Israel
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8
RE: Advice is being given by Users - not myheritage- is that not odd [5]
Ian Bell
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Thanks for your reply Rhianna.

I take it that means the "Not Known" & "NOT KNOWN" will be added as options in the name settings?

Yes Noam has been very helpful. I have not had a chance to try out his latest advice as yet. I will hopefully get around to it in the next few days.

I would also like to add that the support in regards to things I have requested or asked about has been very good. Perhaps other users that "complain" don't have much patience! As I explained to Noam, I would love to upgrade, but being on a fixed income I can't afford that luxury. It is the same with another well known genealogy provider, (who shall remain anonymous - did I  spell that right?) who I originally got a lot of information from, but when their services became popular they decided to charge for the privelege!

Ian Bell
Australia
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