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General => Technical Help => Topic started by: jake01 on Tuesday 28 October 14 19:14 GMT (UK)
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I have been trying to renew my password through their website, change my mail address and finally contact them all through their website, but I have NO response from them.Have been trying for the past two weeks As anyone else been having problem with GenesReunited ? Can someone point me in the right direction. Thank you Jake.
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It may be worth sending them a letter in the post.
Their postal address is:
Genes Reunited,
The Glebe,
6 Chapel Place,
Rivington Street,
London EC2A 3DQ
It's worth putting as much information down for them as you can remember for them to find your membership details. For example, your old email address, your new one, what username you were using, and any other information you gave them to register. Also, make sure that its clear what your new email address is. They may after all try and reset your password and sent it to your old email address - in which case you may not get it.
Also, check your 'spam' folder on your email program. Make sure that the reply that they may have sent you hasn't ended up there (it can happen quite easily).
Trystan
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Thank you for that Trystan. I have tried once more to reset my pass word with GenesReunited to no avail, I also tried to send to their support team through the website with no success. So as your suggestion I am sending he an old fashioned letter through the post. Hope this works!
Jake01.
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Jake,
Let's hope they get back to you - I'm sure they will.
Trystan
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I've noticed with Genes Reunited that they no longer email you to say that you have a message.
I went onto my account page and clicked on messages to find that I had 2 !
Neither knew any more than I did about the lady I'd messaged them about though ::)
Carol
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Under "Company Information" they have this
"in the event of a complaint about our website or services please email our helpful customer services team :-
support~at~GenesReunited.co.uk
is that the one you used
(they do not make it easy to find) :)
Kim
Moderator Comment: Email address modified to prevent spamming - just replace the ~at~ with @
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I used the support proforma on their website to contact them but no reply. Thank you for your info
Kimbrey if i get no reply from my letter I will try the address you quote.
Thank you . Jake01
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Often these days, social media is the best place to get rapid customer service, as firms don't like their failings to be public.
So, www.facebook.com/GenesReunited or https://twitter.com/GenesReunited
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You can very conveniently share this topic by tweet/facebook/googleplus by using the little sharing buttons at the bottom of the first post of this topic too. :)
Trystan
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According to GenesReunited, they have seen this post on RootsChat, which was brought to their attention, have had no record of a contact from you, and have had no outstanding enquires which sat for more than 2 days within the last 2 moths without being dealt.
Regards
Malky
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Thank you Flattybasher9. I have email Genes Reunited using their website, emailed them directly, sent them a letter by post and still no reply. Surly if they have seen this topic on rootschat they could contact me!
Regards jake01.
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According to GenesReunited, they have seen this post on RootsChat, which was brought to their attention, have had no record of a contact from you, and have had no outstanding enquires which sat for more than 2 days within the last 2 moths without being dealt.
Regards
Malky
Just a thought, unless jake01 uses the same user name on Genes Reunited as he does on here, how would they know whether or not they had any contact from him?
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Hi groom, You are dead right! my username on Genes Reunited IS different than the name I use on here. What I cannot understand is that I first asked them for a reset password through their website which I never got. Then sent email using their website, then a direct email and letter by post. They must have received one of these from me. My next question is How do I contact them?
jake01.
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Under "Company Information" they have this
"in the event of a complaint about our website or services please email our helpful customer services team :-
support~at~GenesReunited.co.uk
is that the one you used
(they do not make it easy to find) :)
Kim
Moderator Comment: Email address modified to prevent spamming - just replace the ~at~ with @
Like this Jake ;D ;D ;D
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As suggested earlier why not try contacting them on their Facebook page? I know someone who was having no joy with another FH site, but as soon as she put it on their FB site they replied immediately.
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There is a telephone number for the customer support team:
http://www.dcthomsonfamilyhistory.com/contact/
Customer Support Team: 020 3326 6300
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I linked this thread on the Genes Reunited page and this is their response.
Genes Reunited- Hi there, if an email has been sent to us we tend to reply usually within a day or two - We can only advise that they hang on a little longer and wait for a response. Our email, support-at-GenesReunited.co.uk is the best to get us on, but we can't check whether we have mail from an address without that email (which is better not to give out in a public place like this wall).
Carol
Moderator Comment: Email address changed to prevent spamming. Please replace the -at- .
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Nearly the same reply I got, with the exception that they had no queries sitting unanswered.
Regards
Malky
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I have been trying to renew my password through their website, change my mail address and finally contact them all through their website, but I have NO response from them.Have been trying for the past two weeks As anyone else been having problem with GenesReunited ? Can someone point me in the right direction. Thank you Jake.
Are you sure they have your current email address,and have you checked your Spam folder just to make sure their emails are not going into that instead of directly to you?
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thank you carol8353. As suggested check my spam folder. Sent emails to them using my current address that I first registered with them some years ago. I'm at the end of my teather with this, it as been going on for more than a month. I think that my last resort would be to telephone them. Keeping my fingers crossed.
Jake .
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I have just sent them a mail using the web address given by Joy Dean. the next stage would be a telephone call.
Jake
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Something strange going on. I got this reply, like the first one I had, within 2 days.
"Good Afternoon,
Thank you for your email.
I can confirm that we do aim to respond to all received emails within 2 working days if not sooner and the oldest email in our mailbox to respond to is dated within the last 2 days only.
The user can also use our direct email address which is support-at-GenesReunited.co.uk to contact us should they wish to.
With kind regards,
Vicky
Genes Reunited Support Team"
Regards
Malky
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You guys getting reply from Genes Reunited in two days, all very well. I sent them an email on the 09.11.14 it is now the 19.11.14 and still no reply. Were am I going wrong. I have checked my system and yes emails are going out. Checked my spam folder and nothing. When I emailed them I used my current address which i registered with them, So what am I doing wrong ???
Jake01.
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I'm very confused as to what exactly you are having trouble with - maybe in your correspondence you are not being clear what you want them to do. I take it you are able to log into your GenesReunited account, can go to your Account page, click Change Email and Password. There are then five boxes: (1) your old password, (2) and (3) your new email address, and (4) and (5) your new password. Passwords have to be between 6 and 12 characters long.
I think it would be quickest and easiest to telephone them. The number is given in Reply #15.
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Thank you Alexander. I have been a member of Gene Reunited for a good number of years. When I tried to login 6 or 8 weeks ago it would not let me, I thought maybe my password was wrong so I asked for password rest. I enter this and a box appeared to say email had been sent to my address with details of new password. This never arrived, so I tried again nothing. as you can see from my previous posts I have emailed them with no responce, I have also sent a letter with no. responce. When I emailed them I gave them my address and password, this should be enough for them to contact me. I am now getting suicidal over this maybe my last resort is a telephone call!!!
Jake01.
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Just curious, but have you tried logging in with your old credentials?
Regards
Malky
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Yes I have. Still no reply!!! Thank you for that suggestion. I may try a telephone call later today, I will keep you posted of the outcome.
Jake01.
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Perhaps an email saying that you were stopping your subscription as you cant use the site might get some response. Something obviously very wrong as others have got quick replies. If you do phone, demand at least a month's extension for the time you haven't used it. If they want proof just point them towards this thread. ;)
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Update: Rang the number (Joy dean quoted .reply15) This number is for Find my Past only and they tell me that Genes Reunited do NOT have a telephone contact number. contact by email only. ( the plot thickens) I have now sent another email with all the relevant info. Keeping my fingers crossed again.
Jake01
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Genes Reunited is part of Brightsolid Online Publishing Limited which is owned by publisher DC Thomson.
Genes Reunited London office is located at The Glebe, 6 Chapel Place, Rivington Street, London, EC2A 3DQ; T: 08000272027 (Sales Enquiries); 01382429004 (Billing / Accounts Department).
DC Thomson Family History
The Glebe
6 Chapel Place
Rivington Street
London EC2A 3DQ
Billing / Accounts Department: 01382 429004
Customer Support Team: 020 3326 6300
Regards
Malky
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Thank you malky. The customer support number I used was 020 3326 6300 only to be told as I stated in my last post Findmypast only and Genes do not have a support number email only!!!!
Jake01
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That's ridiculous isn't it, no wonder lots of people have stopped using them.
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What I cannot get my head round is the fact that some people on this thread have had replies in the allotted 2 days. I wait 9 days and get nothing!! When I use the advertised phone number I am told that they do not have support number. If I do get hold of them I think it may be time to remove my tree and close my membership.
Jake01.
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Eureka I have now got a reply, after a further two emails from me. They tell me that they had sent me emails previously. ( None received). They have reset my password and now am able to log in. Still puzzled as to way there was no contact for so long.
Jake01.