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How to contact geneanet regarding my account

almacwik
female
Mensagens: 3
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Well after many attempts to contact you and not finding any help.  Yours is absolutely the most confusing, most riddled with errors. I had error messages, page crashes. No way to contact a real human.  It's ridiculous that any company not have a support page and contact information. I've worked with and am still working on other Geneology sites for a few years. So I'm not new to this. I recently became a premium member and was very excited to start searching for more family. Well I am very unhappy.  So this is to serve notice that I am cancelling my premium subscription Which has only been in affect 2 weeks, and I expect a refund.  This is not the way to run a business. There are too many other Geneology services out there that provides actual support and has contact information. I hope someone from geneanet actually contacts me, so that I do not have to also take legal action.  Thank you for your time.
aca

peterlam
male
Mensagens: 1
This is a fake side. I have made endless attempts to contact simply anyone to help with the false data on my family tree.
Very unprofessional. Is anyone there to help?

dariya46
dariya46
Mensagens: 11
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I fully agree with you as I am in the same situation, wanting to cancel premium, which I have only had for a few days. I expect a refund.
Apart from the lack of good support, also I miss a privacy policy. How do Geneanet protect privacy and which choices are there for me to make.
Can anyone eg. copy my photos? What about my personal notes?
kind regards
dariya46

almacwik
female
Mensagens: 3
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Absolutely. I haven't found anything new on here that wasn't already on my other family search site. Nothing new comes up. Any links to foreign sites are either pay, or in a different language. I'm also going to go to Better business bureau and file a claim. I've already filed one with PayPal. Good luck

jyb
jyb
Administrator
Mensagens: 3904
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There's a Contact Us link in the footer of the site so anyone can contact us.

Maybe that you didn't found what you were looking for in our database but it doesn't mean that Geneanet is a fake site.

Anyway, I'll ask a refund for "almacwik" and "dariya46", and I'll come back to you.
Best wishes,

Jean-Yves BAXTER
GeneaNet

Please read our help pages and tips to improve your genealogy research and to grow your family tree:

- https://en.geneanet.org/help/
- https://en.geneanet.org/genealogyblog/category/geneanet_tips

dariya46
dariya46
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Hello

I never said that geneanet is a fake site. Not at all.
I miss a privacy page, where you have collected all stuff regarding this topic.
Question: if my familytree is public, can anyone then delete or correct anything in it?? Like in Familysearch?
I don' t want that. And what about records and photos? Can they be copied without my consent?
Kind regards
Dariya46

jyb
jyb
Administrator
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"peterlam" said it.

You can find information about privacy on Geneanet at http://en.geneanet.org/legal/cgu/#Access

If your family tree is public, no one can edit it.

If your family pictures and records are public, everyone can view and copy them. You can set your pictures private but no one will be able to see them.
Best wishes,

Jean-Yves BAXTER
GeneaNet

Please read our help pages and tips to improve your genealogy research and to grow your family tree:

- https://en.geneanet.org/help/
- https://en.geneanet.org/genealogyblog/category/geneanet_tips

jyb
jyb
Administrator
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"almacwik" and "dariya46" have been refunded.
Best wishes,

Jean-Yves BAXTER
GeneaNet

Please read our help pages and tips to improve your genealogy research and to grow your family tree:

- https://en.geneanet.org/help/
- https://en.geneanet.org/genealogyblog/category/geneanet_tips


jefna2
jefna2
Mensagens: 1

Mensagem 05 janeiro 2017, 19:36

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Última edição por jefna2 em 10 julho 2019, 11:54, editado 2 vezes no total.

almacwik
female
Mensagens: 3
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First let me say thank you very much for my refund.  Perhaps after some time and improvements of your site I will come back, because I take this very seriously and spend a lot of time on it. I can't do that if I can't access information that I've paid for.

As far as contact info : I saw the link at bottom of the page and it does not have a phone number or email contact information like all websites. It only allows you leave messages on forum or file a ticket. I tried to file a ticket but was unable to because it was waiting for a reply from me to previous question. Which I had replied too. On another try I went to forum to search for something, all that came up were ads for sale. Why is that on there.

If these errors are corrected then perhaps I will be able to give premium a try again.  I had issues with your page crashing, I would get error page with a number and then the page would reload. Or some links or pages I was directed to were in another languages and  there was no way to change language on page to english or to another language.

I love Geneology and searching for my ancestors around the world. I spend a lot of time on it. But it's frustrating when there are issues, you can't get what you need and you can't contact someone to talk to. Like other sites have.

Again I appreciate the reply and refund.
Thank you


jyb
jyb
Administrator
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@jefna2:

We answer each and every member who contact us.

You have created 2 Geneanet accounts:

- "jefna2": there's no family tree in it
- "jtrotter1": there's a family tree in it

If you want to delete an account, please go to https://en.geneanet.org/mon_compte then click "Delete Account" at the bottom of the page.
Best wishes,

Jean-Yves BAXTER
GeneaNet

Please read our help pages and tips to improve your genealogy research and to grow your family tree:

- https://en.geneanet.org/help/
- https://en.geneanet.org/genealogyblog/category/geneanet_tips

rarenstrup
male
Mensagens: 1
Hello, is anyone out there?  I have been a Geneanet member for years and had a small family tree on the site (rarenstrup).  In mid-December 2016, I subscribed to Premium membership, hoping to find some additional information about my family tree.  When I began to do my research, however, I realized my family tree had disappeared.  I waited, thinking it might correct itself.  But no. 
As a premium member, I am supposedly able to send a direct message to Geneanet support by "Premium Contact", so, on December 23, I sent a premium contact message describing my problem.  I do not wish to start my supposedly existing family tree all over again.  Since then (more than 2 weeks), I have received NO response, never mind a fix to the problem.  I tried to send another premium contact message, but the site tells me that I cannot send another premium message because I have not yet received an answer to the first message I sent.  ????  How convenient. 
Since there seems to be no customer support, and since since my family tree has disappeared, this Premium membership is of no use to me.  Therefore, since my my premium membership has been in effect for 3 weeks, and I have not been able to use it, I request a refund immediately.  I do hope the refund is forthcoming and I do not have to resort to the extreme methods described in some of the other posts.  I am not angry (yet), just very disappointed.
If, sometime in the future, Geneanet acquires support staff, and they become functional in correcting problems with the site, I would be willing to reconsider a premium membership.  Until then, Geneanet is not providing what it offers to sell, so please refund my membership.  I hope this message has a better chance of communicating than Premium Contact.
Thank you,
Richard Arenstrup (rarenstrup)

jyb
jyb
Administrator
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We answer every Ticket Contact and every message in the forum.

Your Ticket Contact has been answered on January 3, 2017 14:57. The answer was: "We are sincerely sorry but there was no family tree in your account before you subscribed to Premium. Maybe you have another Geneanet account with a family tree?"
Best wishes,

Jean-Yves BAXTER
GeneaNet

Please read our help pages and tips to improve your genealogy research and to grow your family tree:

- https://en.geneanet.org/help/
- https://en.geneanet.org/genealogyblog/category/geneanet_tips

sotto3
male
Mensagens: 3
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I tied to open my tree: not possible. Trying to get premium membership: not possible, as I don't want to pay by Paypal or by credit card. Only Bank transfer. But this is not available in the page following the registration. Only in the payment terms:

5.Payment methods and time-delays
Payment may be made by Visa or MasterCard online, by cheque (France only), via Paypal or by bank transfer. Secure online credit card payment on the Website will allow the automatic and immediate validation of the purchase. Manual validation is required for other methods of payment requiring a delay of up to ten days for bank transfers

I'm no member f facebook and never want to be.
best regards

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