Dear Valued Customers,
At Genealogy.com, we are continually seeking to improve our software and services to best meet the needs of our customers. Recently, we have been working to find a way to offer you the highest possible level of Technical Support and Customer Service -- 24 hours a day. On June 21, 2001, we will share the results of those endeavors by unveiling our new Online Help Center.
Located at http://www.genealogy.com/help/, the Online Help Center will be the best place to find answers to questions about Technical Support, Customer Service, or Genealogy Help. We believe that you will benefit from the years of technical experience represented by the informative topics, tips, and step-by-step instructions for each available product or service. Simply select from convenient drop-down lists or peruse the Frequently Asked Questions to find the answers that will get you back to work researching and documenting your family history. In addition, we have added a Customer Feedback section to make it easy and convenient for you to get in touch with us. Send your success stories, suggest enhancement requests, or tell us what you think we’re doing well -- and what we can improve to provide you with better genealogy or support tools.
Within the new Online Help Center, there will be some new Technical Support Policy changes. We will continue to provide Technical Support by phone for those who require phone assistance, but we will begin charging for certain support services effective June 28, 2001. Support services not subject to fees will be identified in the Online Help Center. The phone number for paid-phone support will be 800-326-8733. Fees will be $2 per minute for the time spent by the technical support representative on the phone answering your specific questions. Charges will be billed to Visa, MasterCard, American Express or Discover Card at the time of service. Please realize that Genealogy.com is committed to providing you with better genealogy and customer support tools, while also operating as a business. The benefit to you is that we are now able to apply additional resources directly to the products and features currently used by the majority of our customers who require phone support.
While we will be charging for certain phone support services, we will continue to provide as much assistance as possible within our Online Help Center, allowing the majority of our customers to find the answers to questions without incurring phone charges.
Please take a moment and visit our New Online Help Center when it is unveiled on Thursday, June 21st to try the online support options, view the new support policies and use the Customer Feedback section to send your thoughts. Once you’ve seen what we have been working so hard to bring you, I hope you’ll agree that we have succeeded in providing an all-inclusive Help Center that allows you to search for answers and get back to your genealogy with greater ease.
Thank you for your continued support as we continue to make Genealogy.com the best place on the Web for all your genealogy needs.
Sr. Vice President, A & E Television Networks
General Manager, Genealogy.com Division
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