Earlier today I posted the following note:

If anyone is considering purchasing a product from Ancestry. com, if you'll 
email me privately I'll share my experiences with you before you spend the 
money. 

I received over 200 (and still climbing) responses.

To re-hash briefly: my problem was not w/the database subscription service, 
but with a product (genealogy program) I had purchased and wanted to return. 
You need an authorization # to facilitate a return and you only have a set 
number of days to get credit on your mastercard.  I had sent 11 emails (!) 
From Oct. 22 to Nov. 17 and not ONE was answered. Time was running out for a 
successful return/credit.

I wanted to let you know the latest.

This afternoon I was contacted by a rep from Ancestry.com. Interestingly,  
his call did not come from my emails or phone call, but from his being 
alerted through an internet sighting of my original posting.  (Ahh, the power 
of the internet!)

He was apologetic about (1) the fact I have sent 11 emails and received no 
response and (2) the fact that a phone call was also ignored.

This employee stated he had been recently hired to improve customer relations 
and seems willing to give it a try. I give him an A+ for attitude and think 
he has the company's best interest at heart.  We can give him a chance to 
turn it around.

(The true test, in my case, will be when I see the credit show up on my 
mastercard. Then I'll be a believer.)

Thank you all for sharing your experiences with me and I hope for those of  
you who have also had problems with the company, they will be resolved to 
your satisfaction as mine has been.

Happy hunting,
Glenna Kinard

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