MyHeritage

Ordered in november and still haven't received anything from them. I bought 3 kits worth over 250 to holland. Never received them and kept sending them e-mails. They replied several times that they are sorry but still haven't received anything!

Horrible customer support, horrible ordering service, horrible company!

My first call was with the sales department and I was under the impression that the every-day tech support wouldn't provide the same experience. To my surprise, the support expert who assisted me was both knowledgeable and pleasant, although the questions I presented were somewhat complex.
Overall and moreover after this last call - I'm very happy that I've purchased a membership on this site.

I have been using MyHeritage for my family research for a little over a year, having changed from another very well known platform. In general, I have been happy as the interface is pretty intuitive and I have been able to do most of what I have wanted to. I did recently experience an issue with the family tree builder and with the web-site that I was unable to solve via the usual email support (I had had no success making telephone contact or receiving callbacks). When it became obvious that things were at a stalemate, a live online session was organised with a consultant based in Israel. This resulted in a solution to the problem and the experience was very positive.

I miss the ability to merge duplicates in my tree as I had found that to be a useful feature of my previous platform. Despite this, I have no plans to move back at this stage.

MyHeritage is very extensive in features and offers me all I need to create and maintain my tree.
Technical support is very responsive, friendly and skilled.
While recommended matches are not always a positive hit it is very valuable and allowed me extending my tree quite and bit.

He was patient and kind and very helpful. He understood my questions and showed me how to navigate. I was working from my iPad and he went so far as to use an Apple device to be exactly on the same site as I. I deeply appreciated his kindness and help. I learned more about working with tge website than I ever have before. Thank you.

I truly believe they did not even check or analyze my DNA. I feel they are too overwhelmed to do complete research on every one of the millions of samples they receive. My results were very generalized and I believe they gave me results based on my name. Although Talia G in customer support was very helpful, I am very disappointed, considering the money I paid. Very disappointed indeed, MyHeritage!

I ordered 6 DNA kits for me and my family, and I thoroughly enjoyed linking them together on the My Heritage website, and learning more about my ancestors. It was a great experience. In addition, I had one minor billing issue and Joshua (Customer Service) quickly handled my issue very professionally. I highly recommend My Heritage to anyone who would like to learn more about his or her family teee and history. Thank you!

My overall comment is that it was far too difficult to achieve an answer to my several requests for a call from support. Once the call did come it was a pleasant experience and MajaI was a terrific educator in walking me through the steps i need help with. After our phone call I am able to do so much more with the transactions I was struggling with

I had a technical question about the way the software worked. I wanted the Record Match in the Family Tree to open in a new window. They took the suggestion but also gave me a work around (duplicating the window) that I'm pleased with. I'm very glad I chose MyHeritage.

I had to unfortunately have an refund issued and called customer service, who are open 24-7, and the refund was issued very easily, I did not have any problems or stress at all which normally happens with most companies. The man I dealt with was most polite and I was quite happy with everything!

I needed help in attaching DNA kit results to the correct person in my tree. I called in early and found I was 28th in line. MyHeritage took my number and called me back within about an hour so I did not have to wait on the phone. They helped me through the process step by step and within 10 minutes or so the results were attached! Yay! Their staff person was patient and kind as she clearly walked me through the process. They appear to be on east coast time so call in early to avoid a wait.

I use geni.com for my family tree, which goes back about 800 years on both parents lines. All origins are from England. Myheritage results indicated Irish, Scottish and Welsh origins as well as western Europe. English origins were stated as zero percent. My daughter did her testing through 23andme, which showed 76 percent English origins and less than 10 percent Irish, which matches what we figured from my wife and my geneologies. I feel ripped off, had to cancel the transfer of results to FamilyTree and ultimately geni.com. I'm going to redo with 23andme.

I got very good assistance and service by a consultant there who names Moran. I was very disappointed in the beginning because my kit didn't come in one month and I got no feedback either so I didn't know what the problem was, but Moran clarified everything and assisted me.

I sent my DNA kit in 2 weeks ago and kept checking my site to see if it was received. I was a little worried it got lost in the mail. I called and Joy was very helpful, she told me it was normal and I should hear back soon and call back anytime.

I am new to MyHeritage. I have two problems 1) I am here in Australia. Today I received an email in a foreign language(Spanish?) that, obviously, I cannot understand a word of. 2) I just completed the free trial expecting a charge of $169.00 here in Australia. Instead the invoice I mention charges VAT on top of that. We do not have VAT in Australia. Their original email says "you will be charged AU $169(GST not included)". If they are to charge GST it should state "plus GST", nothing to do with VAT.
I am yet to find out what they are like in respect of family trees and whether their "help" is in English or not... they don't allow emailed queries...

Due to my change of credit card the automatic renewal did not work. I got a phone call from customer service and it was resolved. Unfortunately it was not registered in Your system and I got a warning that my account would be closed. I had a new contact by phone and it was fixed in a minute.

Having found a bug in My Heritage which resulted a loss of access the Profile of the family member. I E-Mailed technical support, had a confirmation of receiving the details of my problem. Within two days I had E-Mail explaining that it was a known problem and a solution was being found.
I had another 3 days inviting me to download a new version of My Heritage, which corrected my problem. All within one week.

I have been using Myheritage for many years but recently I got stuck with many too many duplicates in my media items. In the knowledge base many issues are covered but to find that particular subject is another thing. One email to the helpful staff of myheritage explained the solution to my little problem.
Regards Tony Timmer

After purchasing a kit, and sending it back to myHeritage to be processed. My package was lost and never made it to myHeritage. I contacted customer help and they immediately acknowledge this and resent me another one. Superb!

I had a problem with one of the DNA kits I manage after there was a glitch in the system providing ethnicity estimates (I also reported this problem). When I rang the help desk I was second in line, and i had <5 minutes to waitt before being connected with a customer support person (thats good service in my opinion!). The peron I spoke to listened carefully, consulted with others to double-check the solution and helped me to fix the problem. She also tidied up a couple of other issues in my file.

Ive had my DNA kits arrive within the expected time frame (and I am in New Zealand, so overseas mailing seems to work well)

I contacted MyHeritage because my family tree and family tabs were not working. They sent a nice e-mail reply. That I might update my Adobe Flash. I did and the tabs are working now. Their was just great

I received an e-mail about a recent issue with the breach of security with MyHeritage, so I called their hotline. I've spoken with Alon and he's able to explain to me in simple way what the content of the email and what happened with the issue that was said. All in all, they are very prompt with details and took actions quickly. I commend also Alon for assisting me with password change and detailed explanation of the email. Thanks MyHeritage!

My Heritage in one word... BRILLIANT! I only started in 2007 & what a help My Heritage is. Currently linked to about 48 other Family Trees because of a common ancestor.

Technical help from the web team is brilliant too... had a problem downloading ver. 8 & within a day I received help & a successful download.

Joseph Auffray
Cape Town, South Africa