Geni's Communication Goofs

Started by Private User on Sunday, September 25, 2011

Participants:

  • Private User
    Geni Pro
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Private User
9/25/2011 at 7:50 PM

In Geni's announcement in Help, "September 13: Introducing Geni Plus" they refer us to the Blog. They announce "Note: Customer Service Changes -- ...." both at the bottom of the Blog and at the bottom of this Announcement -- but in neither did they explicitly tell us about the Change limiting Gifts to Pro and Plus users only. This should have been explicitly stated.

Moreover, in the Announcement in Help, they include a list of Fixes, one of which says "Birthday and anniversary gifts are now working on Internet Explorer 7" -- they could have avoided a lot of misunderstanding if they had continued that line with something to the effect "But these gifts are now only available to Pro and Plus subscribers". Tho I think this should have been as well as explicitly stating the change.

Private User
10/6/2011 at 9:25 PM

The discussion "Adding a relative no longer possible?" - http://www.geni.com/discussions/101463 - illustrates well one of Geni's "Communication Goofs" - along with clear statement of how this failure at Communication hurts Geni.

There Private User makes several great points:
"There's obvious frustration from users that now can't do what they would like to be able to do.

But there's also frustration from others that they simply do not understand the changes, the documentation is not exactly very explanatory. So besides one's own difficulties, it becomes impossible to help others if you don't have the correct info to do so.

Jason, a curator, said above, in good faith "plus can add anywhere". Turns out that was wrong. Turns out I was wrong too.

It's almost a month since Plus was introduced. What's the timeframe for documenting it fully in the comparison charts, help modules, Wiki, etc.?"

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