Ancestry seem to be using incompetents to handle their support.
Take a couple of incidents I've submitted.
The first was about the long-running failure to reinstate the index to the British Phone Books database.
The only response has been from someone unpaid, saying that the problem was a known one. Others appear to have had a similar response from people with a similar "non-job" description.
Early this month I reported what seemed to me to be simple failures in the formatting used to display details from UK death and marriage registration records. The death entry screen for 1993 onwards has lost the Entry Number, although it is properly displayed in the pop-up shown when you hover over "View Record". Marriage entries from 1994 now only show the first two of the three Reference fields. All these were correctly shown in the past. I explained these situations, and explained that it did not matter which entry you looked at as long as the year was late enough. I explained that the original data for these entries was entirely text-based, and was transferred to Ancestry electronically from the GRO.
A fortnight later I received a reply asking me to provide specific examples. I replied, giving the names of the databases and examples of what to put in which box in the search forms.
Two days later I received a reply asking me to provide actual links rather than instructions. So I provided the URLs for the search results screens, again with explanations of what we currently see and what we OUGHT to see. I also told them that it was worrying that their support staff were unable to use the search form which they expect the rest of us to use.
Today, I received a reply.
"I am sorry for the frustration you have experienced as a result of this.
The records that you have linked are now Text Only. We can raise a query with the contact team to see if we can get the images back, however I cannot estimate a time frame for this to be dealt with. "
It appears that they have completely ignored my original problem report - more than once, because besides reiterating the problem, I ensure that the entire email history is attached each time.
Virtually all the problems I submit relate to their lack of database maintenance - loss of facilities which used to be there and have disappeared. Ancestry really need to do some sort of trend analysis and put more resources where they are needed rather than just sending out endless plugs for their DNA product.
