Archinard J.’s Reviews of MyHeritage & more

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Genealogy

3/13/19

Hello everyone,

I bought 2 kits in November and both were received by my heritage in January.We received the results for one kit on February 20th. We should expect the results for the other one on February 27th. We never received the results. It was the stage "Raw data produced"! And then we received an email. "We are experiencing delays because we are moving to a new, more advanced version of the chip used for DNA analysis. You can expect your results March 14,2019 - March 27,2019. We apologize for any inconvenience.
Today, I received an email "There may be a problem with your sample. We could not read the DNA from the first vial of your DNA sample. It is possible that the DNA sample was not collected correctly with this vial. We encounter this problem in about 1% of the samples. Fortunately, we still have the second bottle you sent us. We are now processing it at no additional cost. This will require more lab processing time for your sample. We have updated the estimated delivery date of your results online accordingly and we will notify you by e-mail as soon as your DNA results are available. "
Now the deadline is "You can expect your results March 27,2019 - April 17,2019. We apologize for any inconvenience." It's a joke? We recommend my heritage to our family after the results of the first kit and bought 3 other kits. It sounds like a bad my heritage joke that takes its customers for idiots!

Julien

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MyHeritage S. – MyHeritage Rep Over a year old

Dear Archinard J.

I'm sorry to read your low star review and I sympathize with how you have not received your results as promptly as you expected.

We are currently upgrading the chip used for DNA analysis to a new and more advanced version and unfortunately, this change will cause a delay of a few weeks.

It is frustrating to have to wait a few extra weeks for results and this concern is absolutely understood. Your feedback has indeed been escalated and we are aware of the issue and are working to resolve it as soon as possible.

Laboratory delays such as these are altogether abrasive during the wait but I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. MyHeritage believes that all our members will profit in their research progress ultimately with this new chip.

Feel free to e-mail me directly if you have any further question at john.vipsupport@myheritage.com.

Regards
John
MyHeritage Team