MyHeritage

Since joining MyHeritage, I've been able to make solid progress with both mine and my husband's family trees. The site is relatively easy to navigate and the staff I've dealt with so far have been very helpful. I still have a little way to go to put the last 'pieces of the puzzles' together but I'm sure it'll all come together with MyHeritage's help.

The customer rep I talked with was completely knowledgeable about the problem I was having with uploading photos.(Turned out that the photos are too large.) But the wait time on the phone was way too long. MyHeritage, like many other companies that offer customer service over various platforms, should hire some more phone reps. Then their customer service would be 5 star!

I woke up this morning to a paypal charge of 135.00 to my bank. Their website is not clear about this charge. I thought I was doing a free subscription. I will never use this website again. When I called their website customer support, I initially got a run around answer. They said they had to put the request in and that someone would have to contact me at a later time. And they didn't know when that would be. Then when I asked for a supervisor they magically were able to authorize a refund. What a bunch of crap.

I spoke with Kiran C from Ireland.
Not only did Kiran assist with my account query she also enthusiastically helped me with guiding me through the method of obtaining additional information. I could certainly hear her smile in her voice. Thank you. Excellent customer support.
It is extremely interesting investigating my family tree and I also find the website easy for me to navigate ********'s all round for My Heritage

Had questions for which answers were not easily available.
1. How to match discoveries coming from Yad Vashem, the answers was quite simple, one needs to copy manually the discovered information since myHeritage and Yad-Vashem are not directly linked (hopefully in the future). Very helpful, saved me time for searching an administrative answer! Many thanks!
Had to send a "re-invite" to family member in English. I have been on-line guided to "remove" the member from the list and introduce it again (while the App was running English). Worked!

The help was instant and very professional, many thanks again Melissa!

To criticism about sudden-onset delays explained by "new chip", the company provides same canned response. Requests to the given customer service email addresses for clarification of the purported "benefits" and the sudden delays without forewarning go unanswered.

Initially I thought myheritage.com was a great site, better than ancestry.com. However I contacted them within 3 days of signing up to cancel, received an email from their customer service that I would receive a refund of the charge for a premium account (I was trying to sign up for data, not premium). That was over 4 months ago. I recently resent their email back to them where they indicated a refund would be sent and no reply. I will never purchase any service from them again. I have discontinued building our family tree through them.

My card was charged for an annual subscription of $129. I cancelled this free trial before it was over and my card was still charged. I've tried to reach out several times and I cannot get a representative on the phone or by email. They don't even send anything to show transaction such as a receipt. I wouldn't have known if I didn't check my account daily.

Recently, I received the information from my DNA test. I was having difficulty downloading the raw data file so contacted the MyHeritage support team via email. Charlotte sent me a comprehensive solution to my technical problem. I found her instructions easy to follow. Coincidentally, I had a similar problem downloading my family tree as a GEDcom file which is with another genealogy company. I applied the same principles with success. I can only say that Safari is not the best browser for supporting genealogy software. Many thanks to Charlotte for her quick and detailed response.

I had a serious problem: I have changed email-address and couldnt remember my password and not my ID-number. Then it was impossible to reach MyHeritage. They have no general email-address and no phone you can just call. I solved my problem by sending a personal message by Messenger to one of the employees I found on the internet. After that they contacted med and problems are solved. Not good enough! Stein, Norway

100% no chance that I'm 100% Filipino... My wife's results were just as ridiculous, and the bottom line not true! Impossible! DNA results were not ours, or they were flawed and really shady... Don't get suckered like I did, this company is a fake! Don't waste your time and money! Take it from someone with experience with them.

I had a problem with my ISP. It effected only myheritage. No other problems on pc. Hard to believe the issue was not with myheritage. For months I battled with century link and myheritage. I figured they were just using the old tech problem solver of passing the problem on to a different link in the chain.
Myheritage finally gathered enough data to corner century link and I am pretty sure told them what the problem was, where it was at and how to fix it. Amazingly after being led all the way by the nose they finally fixed the problem.
Meanwhile myheritage gave me extended time on my contract to make up for the lost work.
This issue put me completely out of business for several months and I could NOT change service providers as century link is the only provider available other than the totally worthless dish or direct tv. I've done that and have been there many times. Eden was my super tech that finally solved the problem.

The best family tree builder ever, which helps one forward with matches and the information you need. If you need help, there is always somebody that can help you.
Among the best I have done is DNA investigation on me and my children you are both mesmerized, shocked and touched and you get one AHA experience after another.
"I recommend everyone to try to invest in a DNA investigation it is among the funniest and most surprised I have ever done".

I managed to inadvertently lose access to my site. Lisa answered my support call immediately and very graciously got me restored to where I had been in record time. BTW, my day job for 40 years has been dealing with the IRS on behalf of taxpayers, where my usual experience is 90 minutes listening to the death screen from Swan Lake before being disconnected.

I wrote to them regarding the ticket number ************** o which they took 1 month to not reply nor show interest on my query.

I called after 1 month I opened my ticket and finally got my queries answered whitin a minute. They could have replied to it in one line but they ignored the support ticket

Avoid this company´s help center if you want to use their DNA service, is the worst thing you can do.

I found the site very difficult to navigate, In fact, it was simply frustrating. I have called the help desk twice. The first had to do with an inaccurate zip code. The second had to do with activation of my purchase on line. The person who helped me was very helpful and patient. Thank goodness, there is a human being at the end of the line who understands!

I bought TWO kits. First one was easy to activate and Mail off. Second one says it is an invalid code. So, I called, waited 40 minutes to be told she would sent a message and they would get back to me. After four days I sent an email. Still nothing!
I have done the test and now waited six days. All I want now is a refund.

I am quite pleased with the help I received... I had an unusual situation that needed some guidance. I was happy that the agent was available with no wait time, and she completely understood the situation (my grandmother was married three times and had a different child with each marriage - so I needed three different connections rather than one connection from the husband who was my grandfather...) it could have confused anyone, but the person I spoke with got it all figured out. Thanks!

The waiting music/voice on phone was quite loud but when Dana came online I tried to explain my problem. She quickly realised what I was after, hopped onto my tree and saw the problem. Her assistance has cleared up a problem I have had for over a week. My suggestion to assist this problem is to have a "Help" button/tab at the top of the Builder.

I recently had a Login issue which was resolved very efficiently by Rafael at MyHeritage. I asked another question which was just as promptly dealt with. Excellent Customer Service from Rafael. Thank You.

I was trying to fix a technical problem during the renewal of my membership. The technical support was very helpful and kind. They also offered me a better price for my membership (which is great!).
The only thing that was annoying is that the offer included the price before taxes (so at least in Israel the gap is not so cheap). When I mentioned it, they tried compensate with a discount for future purchases at the website

Unlike ancestry.com which I also did the dna test with, Heritage suckers you in then requires additional fees to actually see the information. After you pay them it took a long processing time then they withhold information they tell you they found and your unable to view/research until you pay them again. IMHO hidden costs, I wish I had not paid them in the 1st place.

As a subscriber since 2006, I had always considered MyHeritage as the best and easiest 'net genealogy site to use. In 2012, I suddenly started having difficulty updating my trees, and nobody at the time seemed to be able to find the problem. Because my data had gotten badly out-of-date, I had decided not to renew in 2015, but was advised to talk to the new tech team first. It took 3 months of emails for the team to understand my problem, and find the solution, including the tech team interacting with the programming staff, but they stuck with it (while keeping me fulling informed), and succeeded. Noam, the tech adviser was VERY patient with an old geezer trying to explain my problems.