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Think again, CAREFULLY
Terry Scurr
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I am very unhappy to have to say that I am most unhappy with MyHeritage.com

 

I was impressed with my first contact and found building a family tree with the free software interesting and rewarding.  Unfortunately, from there it has been all downhill.  Let me explain:

 

I considered buying a subscription as I thought the extra facilities would make the process even more interesting and useful.  Also, having asked one or two questions and waited two or three days for a reply, the "priority support" sounded attractive.

 

Over the Christmas period and into the New Year there was a great deal of sales promotion; 'Big Discount' and all that.  I fell for it!  Since I paid (like a fool I jump into the two-year special offer) apart from an e-mail acknowledging receipt of my money I have no response whatsoever.  I have e-mailed (received only an automated acknowledgement); I have used what is laughingly called the 'customer support link'; I have posted a message on the forum.  RESPONSE? ZILTCH.  It is now four days since I last asked 'support' a question.

 

The Premium Member 'welcome' letter said, "All details on your subscription are available on your site account page. There is a customer support link on this page in case you wish to stop your subscription or have any question about it."

Ha!  If only I could.

 

As I said, I am a VERY unhappy customer.  I think I have been sold a pup and I want my money back. Anybody else thinking about buying into this organisation should think again, very carefully.

Terry Scurr
United Kingdom
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2
Think again, CAREFULLY
Hannelore
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I am afraid but I feel the same... thought getting a subscription and have the so-called better facilities it would be an asset for my research.. I have stumbled on so many short commings that all my enthusiasm is gone and I feel really let down and fooled into something which maybe I should have known.. The system praises itself to be the best, but frankly speaking I feel that this is a Beta version, full of bugs... and  reading all these blogs and notices.. I can see that these bugs are not something  new but have existed over some time and not resolved..... it is very unfortunate as I truly believe you may have the know how and good will...but it sure  need more attention to the detail.... I am not a new-comer in the research, have tried many of the software before.. but was never so frustrated as now..when I upgraded my membership to Premium. I would have assumed that the data limits given.. would be sufficient as I could have split my tree as  needed.... its not the case.. its for one site only.. would be fine too if only the various trees within that site could be managed and published seperately.. again no such thing...now having had the ad for the FTB popping up constantly.. was hopeful that some of the bugs would be resolved.. again no such luck.. even worse...have now the new version but all the pictures (more than 400 cannot be viewed... it would have been fair to warn the clients that Version 6 is a Beta version and still full of bugs..would have saved me a lot of aggrevation and time . The help function is of no help either.. very weak indeed... the translation from  English into German does not make any sense at all... ..when I installed the FTB 6.. it created loads of shortcut icons on the  desktop... e.g. Communit Msg Board, MySites, Support-Message...... none can be opened .. "Die Internet verknüpfung konnte nicht geöffnet werden. Das Protokoll "http" ist mit keinem registrierten Programm verknüpft.....

hoping that some of the support staff will read my note and can help solving these problems.. avery unsatisfied user....

Hannelore
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3
RE: Think again, CAREFULLY [2]
Silvia da Silva
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Hi Hannelore,

thanks for your comment. I will write you an email as I do not want to write down in the forum any personal data about you. I hope we can solve together your problems.

Best, Silvia

Silvia da Silva
Hamburg
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4
RE: Think again, CAREFULLY
Rhianna W
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I know you're less than thrilled with our response time at the moment. Please accept my apologies.

We've got an unusually high number of requests right now after the holidays, World Vital Records acquisition and new release of Family Tree Builder 6.0 so response time is delayed.

We're doing everything we can to get on top of things. 

I looked at your correspondences in our ticketing system and I can see that out of the 18 support requests you sent, one was answered on a delay of eight days and two were answered within four days. These were during the holidays when the highest number of support requests came in.

The other 15 support requests were all answered within two days.

I would not say that this is negligent service. 

We have over 60 million members and I would say the fact that we helped you 18 times within a one month period should not go unnoticed.

I can see that you are very active and working on your family tree is important to you. And I know it can be frustrating when you get stuck with something and cannot move further. I hope you'll decide to stay with MyHeritage, but if you feel that moving to another company will benefit you, we respect your decision.

 

Rhianna W
Tel Aviv, Israel
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5
RE: Think again, CAREFULLY [2]
Deleted member
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Maybe a large amount of requests through the holidays is correct in your eyes but when I needed a response and it took nearly a month was in November, no holidays then. Also World Vital records customer support does answer in a reasonable time frame so hopefully My Heritage doesn't ruin that too. I'm not too hugely happy with the site but will use it for what I can until my subscription runs out 10 months from now.
Deleted member
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6
RE: Think again, CAREFULLY [3]
Rhianna W
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I'm sorry you are not happy.

We are working on a delay due to many reasons, not only the holidays.

We're doing our best to answer you in a timely fashion.

I notice that we've helped you quite a bit this last month and a half. We've dealt with more than 20 requests from  you in that time. We might be working on a delay but we do try our best to help you with all your questions. 

Rhianna W
Tel Aviv, Israel
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