eHarmony Blog.com

(From Nancymargrit: “A while ago I created a board called “I’m convinced” I finally received a response from them and I’d like to share it with everyone. It doesn’t solve my specific problem, but it may answer questions that other people have.”)

Dear Nancy,

Thank you for contacting us about this important matter. My name is Ross; I’m a Specialist for eHarmony Customer relations and I want to address your concerns immediately.

First, I want to assure you that eHarmony does not, and will not, under any circumstances, falsify or otherwise manipulate our matching. We will not send ringers designed to entice users into subscribing, and we will never intentionally match people who wish not to be matched. All matches you receive are unique profiles, created by the person who took the personality test and was accepted into our service, and these profiles are absolutely not created by eHarmony staff. However, communication between matches is entirely voluntary. We do not force communication to occur, nor do we have any means to encouraging or discouraging users to communicate, or close, certain matches. Whenever any of our users decides to close on of their matches, they are able to select their reason for closing that match from a list that includes such reason as:

• I think our family backgrounds are too different.
• I don’t think our Must Haves and Can’t Stands fit.
• This match never responded to my request to communicate.
• Because I was put on Hold. … and of course, many others.

Unfortunately, we do not have a means of forcing our users to select a particular reason for closing their account. Occasionally, a user may accidentally select the wrong reason. It’s also possible that the user simply selected a reason based upon expedience, instead of selecting the most accurate reason. We do completely understand the confusion this may cause, and we are taking steps to encourage all users to carefully consider their decision before closing a match out. In addition, you will occasionally be closed because your match is pursuing communication with another user. I understand this may be confusion, but it is an ordinary occurrence.

Please note that we allow our users total control over their accounts, including whether or not they are set to receive matches. eHarmony does not have any ability to guess when a user is ready to turn off their matching, nor would we presume to. Therefore, from time to time, a user who has chosen to concentrate on one particular match may forget to turn off their matching. The result is that they may receive matches even if they did not wish to. At this point, they will be forced to close the match. Again, we do regret any confusion but this is within our policies and procedures.

Of course, I’m happy to investigate the possibility of a technical problem.

Please let me know about which match you’re writing, and I’ll be happy to assist you further. I hope I’ve been able to put your concerns at ease. If you have any further questions or concerns, please don’t hesitate to write. We thank you for your patience and understanding.

Sincerely,

Ross L.
eHarmony Customer Relations