As promised, I’m reporting on progress with ancestry.com.
A day after contacting them by e-mail, I received a polite and helpful reply which appeared to be from a live human being and not a robot, telling me that I had probably created a duplicate account. The kind lady at the help desk signed herself Laurel. She regretted my frustration, cancelled my free trial, assured me I wasn’t going to be charged anything, and promised to investigate the possible cause of my problem.
After poking about a bit over the weekend, she returned to inform me that her initial assumption was wrong, and I didn’t have a duplicate account. However, she pointed me to a help page which took me very clearly through various trouble-shooting activities, and after a little firing practice I shot the right target: it was, as she had mooted, “a browser compatibility issue”. It sounds as though my unhappy browser, suffering from incompatibility or unrequited love, had become a comfort eater and acquired a secret store of cookies: that was the obstacle. I emptied his cache and took away his cookies, and hope he won’t sulk.
Hallelujah, I can now access my little trees again, and resume my arboriculture.
I reported back to Laurel, and informed her that at some future date I’d like to take up the free trial again. Alas, it seems only one free trial is allowed per person and I’ve blown mine. So no access to records unless I take out a membership. I suppose that’s fair enough. The fault lay with my computer and not with ancestry.com, and as I said in my original post, the beauty of ancestry,com is its user friendliness.
I have to commend the user-friendly customer help, too. Laurel sounds lovely. I send her a virtual hug – from a friendly user. Maybe I’ll take out a one-month subscription next time there’s a special offer!
PS: Is this my browser? Female, not male after all? Or is it me, raging at ancestry.com? (image suggested by WordPress to go with this post)