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Two bugs

Lars Randevik

July 10, 2012 13:59

Not planned

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First, it's impossible to use the free test period. It keeps asking for a credit card number, but since the test period is free, so why the need of that?

Second, when I click "Report a Bug" to report the credit card bug, this panel comes up with the heading "What's your idea?". I pressed the back button in the browser to see if I had clicked the wrong button. But I hadn't. "Report a Bug" leads here. Reporting a bug is not the same thing as coming up with a new idea (unless of course you think fixing a bug is a good idea ...).

And, oh, this thing with "community help", it's just so you won't have to man up properly. Why help users when they can help each other?

Time to get your act together.

6 comments

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  Natalie MacLees July 11, 2012 18:39

  Lars - 

  In response to the first bug reproted - A credit card is required to start a free trial. You will not be billed until the 14 days trial is over. You may cancel the trial at any time before the 14 days. We use this information to limit free trials to one per customer.

  For the second bug, we are using a third-party help system application and our ability to customize it is somewhat limited. We need a place for people to report bugs they find, even if they are asked "What's your idea?" Rest assured, that no matter what the question is that's asked, when you report a bug, we are sure to see it.

  I'm sorry that you don't like our community help. We are a very small company with a lot of customers, so we needed to find a solution that would allow people to find the answers and help they need even when we are unable to handle the volume of inquiries. 

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  sheila Mia August 01, 2012 08:07

  I can't seem to be able to report a bug as suggested by you. Also keep getting suggest an idea.  I need help from you to fix my bug.

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  Lars Randevik August 06, 2012 18:49

  Thanks for the response.

  Sorry, but that's such a bogus answer. You already have some kind of user id for every customer. How else would you be able to tell who's updating whose tree? And as you obviously have a user id, you should be able to keep track on who's used the offer and who hasn't without any credit card number. So, you don't really need it for that purpose. Instead, by requiring it for the test period, hoping that people will forget to cancel the subscription before the free trial period is over.

  You also say that you are "a very small company with a lot of customers". That's exactly the problem. Grow a little bigger (i.e. hire more people), and you can help the customers instead of having them help each other.

  If you'd transfer your way of reasoning to the auto industry, it would be like Ford Motor Company saying - in response to customers needing fixes on their cars - "Well we're so small, and we've sold so many cars. But you know, we've arranged this Ford owners community, where you can seek help and advice from other Ford owners that have had the same kind of problem."

  Good idea? Not. Man up.

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  sheila Mia August 06, 2012 19:59

  If you can see my comment in "Report a Bug", how come you cannot help me recover my family tree with my new email account.  Instead you tricked me into starting a new family tree and now everything is all mixed up.  Still I get no response from you other than an ad to join for 14 days.  I  don't want to give you my credit card number for a 14 day free trial.  This makes no sense!  AGAIN I WILL SAY THAT I WORKED ON MY FAMILY TREE FOR MANY YEARS, AS YOU PROBABLY CAN SEE,  AND I AM DISAPPOINTED THAT I CANNOT ACCESS ANY HELP FROM YOU TO CLEAR IT ALL UP.  I"M LEFT IN LIMBO.   NOT FAIR!

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  Natalie MacLees August 22, 2012 20:37

  Lars -

  We use the credit card information to safegaurd against system abusers who sign up for mulitple free trial accounts. While it's true that each account has a unique identifier, we don't have another way other than a credit card number to ensure that a single customer isn't creating multiple accounts and using multiple free trials. You can cancel at anytime during your free trial without being charged.

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  Natalie MacLees August 22, 2012 20:40

  Sheila - it sounds like you're having an issue with a lost password. Do you still have access to the email account you originally used to set up your Geni account? If you do, you can simple click the 'Don't know your password?' link on the login form to recover your password and log into your original account.