Geni not answering customers who ask for help

Started by Private User on Tuesday, August 24, 2010

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Private User

Geni member
Mike Stangel

Geni Pro

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Private User

8/24/2010 at 11:16 AM

I have requested customer support 8 days ago to find out how to add names to my relatives list when I add them to my tree. For some unknown reason, it no longer adds these names automatically to that list as it used to. The phone number for Geni only has an answering service who tells me Geni will not answer any technical requests over the phone. They only tell me to send a help request, which I've done TWICE, the last on 8/16/10. What kind of legitimate outfit treats customers this way? None that I've been involved with. Anyone else experiencing this problem?

Mike Stangel G

8/24/2010 at 4:34 PM

I apologize for the unusually-long delays that we're currently experiencing with our customer service. Which list are you looking at? The "Family Group" list should include anyone your 4th cousins and closer, and inlaws out to 1st cousins.

Private User

8/24/2010 at 5:28 PM

Reply to Michael Stangel at Geni. You must have done something because when I went to my relatives list, suddenly all the names I recently added to my tree were there. This was not true for many days when the names would not appear. I hope your time response to customer problems improves because it is extremely frustrating to be hung up on a technicality that could be solved with a simple response.

Mike Stangel G

8/24/2010 at 8:17 PM

I'm still not sure which list you mean. If it's at all related to search, you should be aware that our search index can take up to 3 days to index new profiles. If it's the Family Group list here: http://www.geni.com/list then we ought to investigate to see if maybe there's a bug.

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Geni not answering customers who ask for help

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