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WHERE IS CUSTOMER SERVICE?
Kelly Webster
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I paid for an upgrade to Premium but I have not received the premium upgrade. I have written to customer service at least 3 times.  Please contact me so I can continue in this site. Thank you.
Kelly Webster
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2
RE: WHERE IS CUSTOMER SERVICE?
Kelly Hurley
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I also paid for a premium upgrade.  It actually told me the transaction did not go through and I checked my bank account and it did go through.  I have sent numerous emails and was told that I would get priority treatment.  I would hate to see no priority treatment.  The only thing we can do is pass the word on through the internet and through word of mouth.  I am involved in a group that I will be sure to pass it along to them.  It will eventually impact them. 
Kelly Hurley
NY
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3
RE: WHERE IS CUSTOMER SERVICE? [2]
Esther Weinberg
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Hi Kelly, 

I see that you paid for a MyHeritage Data Subscription, and this is exactly what you now have on your family site. 

A data subscription allows you to research your family names using our special research tool, SuperSearch. You also get Record Matches for free with your Data Subscription. Record Matches searches the names in your tree automatically and notifies you if there are records that match those names.

You have full access to all the historical records in SuperSearch now as long as you are logged into MyHeritage.com with your email address.

A family site subscription is a different subscription type from a Data Subscription. Premium and PremiumPlus family site subscriptions allow you to add more individuals to your family tree and give you more storage for photos and documents. They also give you access to some of the Premium features at MyHeritage, such as automatically merging names and dates into your tree from SmartMatches.

You can review the differences here:

What’s the difference between a family site subscription and a data subscription?

I hope this information helps you.

Good luck in your family history research!

 Esther / MyHeritage Team 
Esther Weinberg
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4
RE: WHERE IS CUSTOMER SERVICE? [3]
Kelly Webster
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Esther, thank you so much for responding except. Under my  site setting it says Basic and I can only have 250 people in my tree. Also I cannot accept a family connection it prompts me to get premium. Can you look again? Thank you
Kelly Webster
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5
RE: WHERE IS CUSTOMER SERVICE?
Alberta Hovey
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The same thing has happened to me. I upgraded & have the receipt where I paid but Heritage didn't upgrade me. I am a new member so this is very scarey. I've sent email to them.
Alberta Hovey
Canada
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6
RE: WHERE IS CUSTOMER SERVICE? [2]
Alberta Hovey
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Alberta Hovey wrote:

 

 This is the message I got so thought I was increasing my people limit. Wouldn't you??

Alberta

There are 193 people in your family tree. This comes close to the maximum allowed in your Basic plan of your family site. Upgrade the site plan so you can continue to grow your tree. Upgrade subscription plan

 

 

The same thing has happened to me. I upgraded & have the receipt where I paid but Heritage didn't upgrade me. I am a new member so this is very scarey. I've sent email to them.

Alberta Hovey
Canada
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7
RE: WHERE IS CUSTOMER SERVICE? [2]
Esther Weinberg
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Hi Alberta, 

I see that you paid for a MyHeritage Data Subscription, and this is exactly what you now have on your family site. 

A data subscription allows you to research your family names using our special research tool, SuperSearch. You also get Record Matches for free with your Data Subscription. Record Matches searches the names in your tree automatically and notifies you if there are records that match those names.

You have full access to all the historical records in SuperSearch now as long as you are logged into MyHeritage.com with your email address.

A family site subscription is a different subscription type from a Data Subscription. Premium and PremiumPlus family site subscriptions allow you to add more individuals to your family tree and give you more storage for photos and documents. They also give you access to some of the Premium features at MyHeritage, such as automatically merging names and dates into your tree from SmartMatches.

You can review the differences here:

What’s the difference between a family site subscription and a data subscription?

I hope this information helps you.

Good luck in your family history research!

 Esther / MyHeritage Team 

Esther Weinberg
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8
RE: WHERE IS CUSTOMER SERVICE? [3]
Nancy Waterhouse
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On January 19 my Mastercharge card was charged $76.18 for what I believed to be an annual  Data Subscription.  Although I set up my account in January, it's only been the last couple of weeks that I have been able to devote more time to working on this site.  When I find matches w/ other site members though, I am unable to join their group or contact them.  It was my understanding that such access was one of the benefits of having the Data Subscription.  This is really disappointing to say the least. What's going on? 
Nancy Waterhouse
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9
RE: WHERE IS CUSTOMER SERVICE? [4]
Esther Weinberg
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Hi Nancy, 

Confirming and rejecting smart matches, and contacting other site managers is actually a feature that comes with a Premium or PremiumPlus upgrade for the family site, and not a data subscription. 

Please see the differences between the subscriptions here.  

Esther / MyHeritage Team 

Esther Weinberg
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10
RE: WHERE IS CUSTOMER SERVICE? [3]
Alberta Hovey
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Esther Weinberg wrote:
When I decided to upgrade it was because the message said I was "nearing my tree limit"..and suggested I upgrade now. This would indicate to me that I could put more people in my family tree. I don't want searching capabilities or whatever, How do I get my money back?????

Hi Alberta, 

I see that you paid for a MyHeritage Data Subscription, and this is exactly what you now have on your family site. 

A data subscription allows you to research your family names using our special research tool, SuperSearch. You also get Record Matches for free with your Data Subscription. Record Matches searches the names in your tree automatically and notifies you if there are records that match those names.

You have full access to all the historical records in SuperSearch now as long as you are logged into MyHeritage.com with your email address.

A family site subscription is a different subscription type from a Data Subscription. Premium and PremiumPlus family site subscriptions allow you to add more individuals to your family tree and give you more storage for photos and documents. They also give you access to some of the Premium features at MyHeritage, such as automatically merging names and dates into your tree from SmartMatches.

You can review the differences here:

What’s the difference between a family site subscription and a data subscription?

I hope this information helps you.

Good luck in your family history research!

 Esther / MyHeritage Team 

Alberta Hovey
Canada
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11
RE: WHERE IS CUSTOMER SERVICE? [2]
Kelly Webster
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For now I will keep posting. Seems simple enough. I thought it would upgrade I mediately. I will let you know if I get anywhere with this. I saw another request for customer service replied to so maybe it just isn't monitored very often?
Kelly Webster
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12
<This post was deleted>
Deleted member
13
RE: WHERE IS CUSTOMER SERVICE? [2]
Kelly Webster
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Thing is I did pay, I doubt it actually costs them to upgrade me.  It is one thing if you have a free service but once you take my money, I better get what I paid for at minimum.
Kelly Webster
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14
RE: WHERE IS CUSTOMER SERVICE? [3]
Kelly Webster
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There is a number for press 347-329-5461. But I only got An answering machine. 
Kelly Webster
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15
RE: WHERE IS CUSTOMER SERVICE? [4]
Ilana Bierman
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Dear Mrs. Webster,

Thanks again you for your post.

 

I replied to another of your posts with the message bellow these lines. Hope this clarifies.

--------------------------------------------------------------------------

 

 

There are several services that my MyHeritage offers, including our family tree site and historical records/content.

I can see from my end that you purchased a Data subscription not a Premium subscription.

Data subscription gives you full access to our Super Search genealogy search engine which contains millions of records from thousands collections. This subscription also allows you to use the Records Matches tool and other features related to research..

Premium subscription lets you create a family tree with 2500 persons, gives you a large storage capacity, enhanced ‘Smart Matching™’, priority support and many other features.

Please see click here for more information http://www.myheritage.com/subscription-plans.

  Hope this clarifies. Please contact me for further comments or questions. 

Best regards,

 

Ilana

Ilana Bierman
Venezuela
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16
RE: WHERE IS CUSTOMER SERVICE? [5]
Tom Gray
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Ilana and Esther

With all due respect, I think you may have missed the issue for these customers.  As I read it, they thought they were ordering an upgrade to Premium.  Evidently, something is wrong on the relevant web pages that led them to order a data subscription instead.  Why not just

  1. Ask if they'd like you to change their data subscription to what they wanted, which is a Premium upgrade (I assume you can do that)
  2. Failing that, refund the price of a data subscription as they ask
  3. investigate your website to find out what happened that they weren't able to order the right product

The page http://www.myheritage.com/subscription-plans is very confusing and I would find it hard to order a Premium plan from that page. I have submitted comments and suggestions about that page to support@myheritage.com

Please forgive me if I'm off track. 

Tom

Tom Gray
Canada
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17
RE: WHERE IS CUSTOMER SERVICE? [6]
Ilana Bierman
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Dear Tom,

Thank you so much for this post.

Of course all three options you mentioned are possible, but first, we consider important to explain what product (subscription) the user got and clarify the current doubt. Then if the user request for a refund, change of subscription, adquisition of a new subscription, etc...we will proceed as the user request. We are a refunds friendly company and the satisfaction of our users is our first priority.

Regarding your observation about the Subscription plans page: Many thanks. We will take it in count! Our site is in constant change as we are always trying to improve our site and services for our users.

Thanks again for your post. Please let me know if you have any other ideas as we do value such input from our users.

Best Regards,

Ilana

MyHeritage   

 

Ilana Bierman
Venezuela
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