Answers to FSI Questions that other indexers cant help with

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Well we got an answer today in the FSI forums for why FSI doesn’t answer questions there from a former support staff.

The intent of this forum is to give patrons the opportunity to support each other. It has seriously changed from a place of support to a place of complaint, and expecially a place where attempts have been made to direct the activities of FSI.
I am, perhaps, partly to blame for that change. You have come to expect and, in fact, demand, that support give you answers here. I lead you down that path and I'm sorry.
It simply never was the intent of the forums to replace patrons contacting support for the answers to their most difficult questions.

What do you expect? Complaints? Yes you’re going to get complaints when the indexers don’t get answers that aren’t conflicting every time they phone in for help on the more difficult questions. Email support tells you to go ask support in the forums, or tells you to phone support. Live chat well that can be just as bad as phoning.

So what do you do? Muddle through don’t contact support or just start phoning and accept the fact that because they can’t answer properly and can’t provide a solid source of evidence every time they answer cause they unlike what they’re trained to do don’t only answer from the documented instructions. For those of you indexers / arbitrators online then you don’t have a solid answer to those questions not in the instructions to share with others. By solid I mean you don’t have a link to post to prove what the answer was. Which is what everyone else online in the groups have come to expect and demand.

I seriously think the wiki was the best thing and sorry to say if you intended to bring it back you would have done so already.

If you expect you’re forums to be a community help place where support doesn’t answer the questions then here’s a suggestion… don’t let your support especially for the indexing section have their FamilySearch Indexing missionary support titles in their signatures. That’s very misleading as well. Oh and another suggestion change your forums name from “FAMILYSEARCH SUPPORT” to “FAMILYSEARCH COMMUNITY”.