Don't They Drive You Mad

[spendlove]

Do let me know what you think of this:-

I recently discovered that Ancestry had a missing Census Image, so I sent them an e-mail
giving Census Date, Reference Numbers, Names.  I thought they would just add the image
on their next update.

The reason I knew there was a missing image was because they had transcribed additional names
which did not appear on the actual image.  A friend checked for me on find my past and confirmed
the fact that an image was missing.

However I have now received a request from Ancestry to supply a connection to the page concerned
and instructions how to do this.

Do you think their staff are not trained on how to search their own web site? Or is it another case
of people not actually reading e-mails.

Or am I getting more like Victor Meldrew - I DON'T BELIEVE IT!

Spendlove

[KGarrad]

That's because they have a reporting procedure - assume all reports go to a certain department - and you sent a general email?!

I have reported all sorts of errors via the reporting procedure, and generally get an acknowledgment when they fix it.

As anyone who works for a large corporation knows, it helps if messages, emails, reports, etc are sent to the correct department!

[spendlove]

Hi,

Before contacting them I searched for how to report an error, without success.  So I sent the
e-mail the only way I could find.


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Please can you give details of how to access "Reporting Procedures"

Spendlove

[KGarrad]

When looking at a screen,
click on "Tools"
scroll down to the bottom (there's a slide bar on the right!)
Then you will see "Report Problems". It comes after "Use Enhanced Images".

Click on that, and select your problem from the drop-down list, fill in the form and give details of the error. You can also add the URL.

[spendlove]

Hi,

Thanks Have found it now.

However would have thought that instead of asking their paying customer, they could have
passed the message to the correct department.

Spendlove

[bikermickau]

you could also try National Archives, they send me a complimentary copy of a missing 1891 census image. (missing on both Ancestry and FindMyPast)

http://www.rootschat.com/forum/index.php?topic=406841.msg2748615#msg2748615

Mick

[Ruskie]

Are they asking you to send them a link to an image which is missing?  How can you do that if it does not exist?