Be The Match Foundation

I am rejecting this response because: I am only rejecting as there is not an option to just reply I have worked with IT for Be The Match several times now via phone and emailI also have allowed access to my computer to replicate the errorI have received confirmation from IT for Be The Match that the problem is with their website and not my computerIT for Be The Match states it should be fixed on the next maintenance roll-out on 08/09/If it works after that I will come in and close the complaintI have helped them look into the code for the website and copied and sent them what they neededOverall I have spent probably more than 2-hours of my time helpingI don't mind the time to helpIt was the fact that after the contacts to Be The Match via phone and email, it took a Revdex.com complaint to get the ball rollingI understand from IT for Be The Match that the emails I sent to the webmaster email were accidentally overlookedBut I also made phone calls about itAfter the phone calls I was not contacted by IT or anyone from Be The MatchOnly after this complaint was filed did anyone seem interested in fixing itI want to help people and I want to continue to be a part of Be The MatchHopefully some safeguards will be put in place so a lapse in customer service like this doesn't happen againI will say that Joe from IT has been great to deal with

On July 19, at 11:PM Central Time, our Be The Match Applications Support Analyst sent an e-mail directly to Mr [redacted] to gather more information and offered an online meeting or teleconference with Mr [redacted] in order to resolve the issue Mr [redacted] replied and declined participating due to a concern about screen sharing At 12:PM Be The Match replied to Mr [redacted] with more questions and offering suggestions to clear his browser's cache to help ensure that the links he is using to access his online account are active and not old or corrupt Included in the e-mail were instructions so Mr [redacted] can clear his cache, and a direct link to the web page that he had reported as broken in order to test whether clearing his cache or using the provided link was successful in helping him gain access to his account We asked him to let us know if this resolves the problem

We have received the complaint provided by Ms. [redacted] and want to assure the Revdex.com that we have investigated the issue and have reached resolution.  Ms. [redacted] joined the Be The Match Registry/National Marrow Donor Program in 2002.  In recent months, Ms. [redacted] was...

identified as a potential bone marrow match for a searching patient in need of a cellular transplant.  We followed our standard operating procedures to notify Ms. [redacted], including sending correspondence to her via Fed Ex.Ms. [redacted] then contacted Be The Match/National Marrow Donor Program requesting that she be removed from any/all contact lists within our organization, and we fulfilled that request.Ms. [redacted] will no longer be contacted by Be The Match/National Marrow Donor Program.Please let us know if additional follow up is needed. Thank you.

I am rejecting this response because: I am only rejecting as there is not an option to just reply.  I have worked with IT for Be The Match several times now via phone and email. I also have allowed access to my computer to replicate the error. I have received confirmation from IT for Be The Match that the problem is with their website and not my computer. IT for Be The Match states it should be fixed on the next maintenance roll-out on 08/09/2017. If it works after that I will come in and close the complaint. I have helped them look into the code for the website and copied and sent them what they needed. Overall I have spent probably more than 2-3 hours of my time helping. I don't mind the time to help. It was the fact that after the contacts to Be The Match via phone and email, it took a Revdex.com complaint to get the ball rolling. I understand from IT for Be The Match that the emails I sent to the webmaster email were accidentally overlooked. But I also made phone calls about it. After the phone calls I was not contacted by IT or anyone from Be The Match. Only after this complaint was filed did anyone seem interested in fixing it. I want to help people and I want to continue to be a part of Be The Match. Hopefully some safeguards will be put in place so a lapse in customer service like this doesn't happen again. I will say that Joe from IT has been great to deal with.

Be The Match call center and IT staff do have record of [redacted]'s phone call to our toll-free number on June 8, 2017 and the subsequent actions taken by our IT staff to ensure that our systems were not causing the repeated error messages that Mr. [redacted] received.  At the time of his call, our...

call center representative made the changes directly to Mr. [redacted]'s account that he had been unsuccessfully trying to attempt to do himself.We ascertained on June 8 at 2:04 PM that the online links and other means of communication to Be The Match provided for Mr. [redacted] were in perfect working order.  We have also ascertained that his account is secure and in working order, both on June 8th and as of this morning.Occasionally, it is possible that an end-user such as Mr. [redacted] has security settings in place that may disable his ability to successfully use certain types of links and online forms, thus the error messages.If Mr. [redacted] continues to have problems and/or error messages when trying to access his online account, we are happy to provide him with personal IT assistance.  If Mr. [redacted] would like to take advantage of this assistance, he should do one of the following:Either call our Be The Match IT service center Monday through Friday between the hours of 10 AM and 4 PM ET at ###-###-####, or send an e-mail to [email protected].

On July 19, 2017 at 11:59 PM Central Time, our Be The Match Applications Support Analyst sent an e-mail directly to Mr. [redacted] to gather more information and offered an online meeting or teleconference with Mr. [redacted] in order to resolve the issue.  Mr. [redacted] replied and declined participating due to a concern about screen sharing.  At 12:52 PM Be The Match replied to Mr. [redacted] with more questions and offering suggestions to clear his browser's cache to help ensure that the links he is using to access his online account are active and not old or corrupt.  Included in the e-mail were instructions so Mr. [redacted] can clear his cache, and a direct link to the web page that he had reported as broken in order to test whether clearing his cache or using the provided link was successful in helping him gain access to his account.  We asked him to let us know if this resolves the problem.