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I have been a satisfied user of MyHeritage (& FTB) for just over two years now. On balance, I have had good experience with the product. There were two incidents where program upgrades caused syncing problems, but those were quickly corrected. Recently, I had a billing question, so I called the help center. I live in Israel & called the local number. On my first try, I got a message that they weren't able to take my call, and suggested that I try later. This happened 4 more times, with me trying to call at different times of day & on different days. I sent an email request for help and got an automated reply, along with a case #, saying someone would be shortly in contact with me. Two or three days later, I got a second email from "Andrew" saying he would be happy to help me with my question, but there was no personal contact information for him (only the general support email address). He didn't address my billing question at all in the email. After 6 days, with no answer from MyHeritage, I finally left a voice mail message, asking that someone call me back immediately. About 4-5 hours later, I finally got to speak with "Alon", who explained my billing question to my satisfaction, and that was the end of the matter.
My major issue is with the degree of difficulty I experienced and the length of time it took to actually get a customer service rep on the phone with me. So while I like the product itself, MyHeritage needs to re-evaluate its protocols in customer service, so as to provide a better experience for their paying members.
In summary, I would recommend My Heritage to a friend.
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