Eupedia Forums
Site NavigationEupedia Top > Eupedia Forum & Japan Forum
Results 1 to 8 of 8

Thread: What's your experience of customer service with DNA testing companies?

  1. #1
    Satyavrata Achievements:
    Three FriendsRecommendation First ClassVeteran50000 Experience PointsTagger First Class
    Maciamo's Avatar
    Join Date
    17-07-02
    Location
    Lothier
    Posts
    8,694
    Points
    696,707
    Level
    100
    Points: 696,707, Level: 100
    Level completed: 0%, Points required for next Level: 0
    Overall activity: 9.0%


    Ethnic group
    Italo-celto-germanic
    Country: Belgium - Brussels



    Question What's your experience of customer service with DNA testing companies?

    I am curious to compare people's experience of customer support at various DNA testing companies.

    Here is my impression based on my experience.

    - Family Tree DNA: I have often been critical of this company (high prices, terrible MyOrigins and AncientOrigins report, etc.), but they do have a very responsive and efficient customer support, I have to grant them that.

    - Genographic Project: I have sent several inquiries about their tests, but they either didn't reply or the reply was completely unhelpful. It looks like the people answering emails have no knowledge of genetics at all.

    - 23andMe: I have made a few inquiries and their response was always fast and professional.

    - Living DNA: I sent several inquiries and always got a fast reply. When their support staff didn't know the answer to my question, they asked their scientists and got back to me with the answers to my questions.

    - BritainsDNA: I sent an inquiry, but never got any reply.

    - My Heritage DNA: I sent an inquiry, but never got any reply.


    So I would classify companies in two categories: those with fast and efficient support (FTDNA, 23andMe, LivingDNA) and those with inexistent support (AncestryDNA, BritainsDNA, MyHeritageDNA).

    Of course that is based on just a few exchanges and other people could have had a very different experience from mine. Hence this thread to compare.
    My book selection---Follow me on Facebook and Twitter --- My profile on Academia.edu and on ResearchGate ----Check Wa-pedia's Japan Guide
    ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
    "What is the use of living, if it be not to strive for noble causes and to make this muddled world a better place for those who will live in it after we are gone?", Winston Churchill.

  2. #2
    Regular Member Achievements:
    Veteran5000 Experience Points
    Boreas's Avatar
    Join Date
    02-05-15
    Location
    Istanbul
    Posts
    689
    Points
    5,840
    Level
    22
    Points: 5,840, Level: 22
    Level completed: 58%, Points required for next Level: 210
    Overall activity: 9.0%

    Y-DNA haplogroup
    R-YP346
    MtDNA haplogroup
    J1b1b1

    Ethnic group
    Rumî
    Country: Turkey



    I used FTDNA. Even 23andMe doesn't have service to Turkey, so obviously in my decision the first thing I looked it, was that. Then able to find somebody from the customer. They give this impression well.

    Once in my second order process, customer servise immediately returned me and changed my wrong test type. But I agree about high prices.

  3. #3
    Regular Member Achievements:
    VeteranThree Friends25000 Experience Points
    Sile's Avatar
    Join Date
    04-09-11
    Location
    Australia
    Posts
    5,120
    Points
    29,699
    Level
    52
    Points: 29,699, Level: 52
    Level completed: 96%, Points required for next Level: 51
    Overall activity: 37.0%

    Y-DNA haplogroup
    T1a2 -Z19945..Jura
    MtDNA haplogroup
    H95a1 ..Pannoni

    Ethnic group
    North Alpine Italian
    Country: Australia



    - Family Tree DNA: good ..................very good from project managers

    - Genographic Project: never used for inquiry

    - 23andMe: poor

    - Living DNA: N/A

    - BritainsDNA: N/A

    - My Heritage DNA: very good ............helpful in issues
    có che un pòpoło no 'l defende pi ła só łéngua el xe prónto par èser s'ciavo

    when a people no longer dares to defend its language it is ripe for slavery.

  4. #4
    Regular Member Achievements:
    1 year registered1000 Experience Points

    Join Date
    17-03-17
    Posts
    24
    Points
    2,208
    Level
    13
    Points: 2,208, Level: 13
    Level completed: 20%, Points required for next Level: 242
    Overall activity: 17.0%


    Country: UK - England



    I've only had experience of Living DNA's customer services and can only describe them as nothing short of excellent. They responded to an email I sent regarding which SNP's they had tested, within 6 hours and provided a full and complete answer to my question.

  5. #5
    Regular Member Achievements:
    1 year registered1000 Experience Points
    Guivre's Avatar
    Join Date
    15-03-17
    Location
    Arlington Heights, IL
    Posts
    16
    Points
    1,472
    Level
    10
    Points: 1,472, Level: 10
    Level completed: 61%, Points required for next Level: 78
    Overall activity: 0%

    MtDNA haplogroup
    K1a

    Ethnic group
    Bulgarian
    Country: USA - Illinois



    I tested with FTDNA a very long time ago, when they first made kits available to the public because I was SO excited about the science and because there were so many questions still about Bulgarians. My experience may or may not be relevant in the future.

    At some point, it's hard to remember when, FTDNA took down my test results. They did not reinstate them after several years -- they had a message on my dashboard saying that they would return them at some point, which is why I waited patiently (very hard for a Bulgarian to do). I inquired if I had to order a new test to be able to have my results again, or even if I had to order a new kit, and they gave me a very vague answer.

    Knowing about all the tools and ways to use your data that have come out since I took my test so many years ago, and not wanting to give them $200 for them to take down my results somewhere along the line, I ordered a test from AncestryDNA with the intent of getting the raw data, not to use their service.

    I still may get an mtDNA test through FTDNA, I am not that stubborn, but I think it it worth mentioning. We know what they promise but it's really hard for me to want to give them any money after my results were removed. I have zero security that my results will still be available in ten years.

  6. #6
    Regular Member Achievements:
    3 months registered250 Experience Points

    Join Date
    03-06-17
    Posts
    18
    Points
    416
    Level
    4
    Points: 416, Level: 4
    Level completed: 66%, Points required for next Level: 34
    Overall activity: 0%


    Country: Ireland



    Good enough for basic information.

    But then I don't expect much from customer service cogs-in-the-wheel because I ask hard questions. The sort of questions that come with having a well-researched family tree as well as a background in world history, science, and statistics. As such I track down the actual researchers, such as those involved in POBI / Living DNA, and ask them the questions rather than waste my time having customer service reps recite scripted responses.

  7. #7
    Regular Member Achievements:
    7 days registered100 Experience Points

    Join Date
    24-10-17
    Posts
    23
    Points
    109
    Level
    1
    Points: 109, Level: 1
    Level completed: 59%, Points required for next Level: 41
    Overall activity: 44.0%


    Country: France



    FTDNA - passable

    Genographic Project - passable

    23andMe - good

    Living DNA - crap

    BritainsDNA: passable

    My Heritage DNA: passable

  8. #8
    Regular Member Achievements:
    1000 Experience PointsVeteran

    Join Date
    19-05-15
    Posts
    100
    Points
    3,514
    Level
    17
    Points: 3,514, Level: 17
    Level completed: 16%, Points required for next Level: 336
    Overall activity: 0%

    Y-DNA haplogroup
    E-V13
    MtDNA haplogroup
    H3h

    Ethnic group
    Croat
    Country: Switzerland



    I only have experience with Living DNA. They've responded to my email in half an hour. I wanted to know if they can tell me which subclade of E-V13 I have but it turned out that the Oracle chip they use doesn't provide this information and that in the close future they don't plan to change the chip.

    Sent from my SM-G900F using Eupedia Forum mobile app

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •