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Re: New Tech Phone Support Arrangement
Posted by: Paul Burchfield Date: April 06, 2000 at 21:25:07
In Reply to: New Tech Phone Support Arrangement by Dan Owens of 11492

Dan,

Technical Support is not in charge of Web site upload issues. If it were up to technical support, we'd wave a magic wand to fix everything. The fewer problems there are, the easier our job becomes.

Believe it or not, as frustrating as it has been, this upload issue is something that is a known issue throughout the company and the people who need to know and have the ability to assign the resources to have it investigated do have an interest in finding out what is happening, why it is happening, and then correcting it.

Ken doesn't need to hear that there are upload problems. He knows. As I have said before when there is any news on this topic, I will be the first to share it. If I'm silent on the topic, it means I have nothing to tell you.

It is true that all of technical support is moving in-house to Genealogy.com. Here's a little history on technical support. While we were a division of Mattel/The Learning Company, there was a group in the technical support center at Parsons (in Iowa) that provided genealogy support in addition to the technical support department at Banner Blue (which is in Fremont, CA and is where Genealogy.com is). Those of us at Banner Blue did phone, fax, mail, and electronic support for Family Tree Maker. We also did mail, fax, and electronic support for Ultimate Family Tree. Our friend at Parsons did phone support for Family Tree Maker and Ultimate Family Tree, and phone, mail, and fax support for Family Origins.

When Genealogy.com came into existence, and we were no longer a part of Mattel/The Learning Company, the genealogy technical support group at Parsons (which is a part of Mattel) became, in effect, an outsourced technical support group that Genealogy.com paid for. At some point in time, the two companies (Mattel/The Learning Company and Genealogy.com) decided that it would be best if all of the support for Genealogy.com's products were done by Genealogy.com. We're now working to ensure a smooth transition.

If you have any questions about this, let me know and I'll do my best to answer them.

Sincerely,
Paul Burchfield, Genealogy.com Technical Support
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