I’ve been waiting and waiting to purchase DNA tests for my uncle and my grandmother … not because I didn’t have the money (thanks Mom and Aunt Jeanne!), but because I wanted to make sure that I was getting the right product for the testing I needed.
Long story short – my maternal grandfather was adopted. We don’t have any idea who is biological parents were, as he was apparently abandoned at the hospital in New York City and taken to the Foundling Hospital. Adoption records in New York cannot be unsealed without a court order or an Act of Congress. So I decided to see if DNA testing might help.
I finally decided to use 23andMe – the price drop was the final deciding factor (along with GeneTree closing its doors), I think, but after reading what folks were saying in the Facebook group, I was more convinced that this was the test we needed. So I went to the website to see how to send tests to my relatives.
Clearly, I should have been given the option to send the kits to gift recipients at the time I placed my order. I wasn’t. So now both kits will come to my home address for me to turn around and ship them out again – at additional expense to me.
So I decide to call the company and see if they can fix this problem over the phone. First, there is no telephone number for customer service on the website. At all. Second, it took me forEVER to find a telephone number for the corporate office. I called their main number, and pressed “1” for customer service … only to be told that “due to the high volume of requests, we do not offer telephone support.” Hmm. Why such a high volume of requests? Now I’m starting to get concerned.
So I find an email address for questions and feedback.
… and I send an email asking them to let me know how I can change the shipping addresses for the two kits I just purchased. Within a minute or two I receive a response:
Well, isn’t that a fine how-do-you-do? Estimated response time: 4-6 days. Estimated time from ordering to shipping: 1-2 days. Guess I’m just going to have to pay extra to ship these kits again because 23andMe can’t be bothered to answer a phone call or an email.
Now I’m concerned about every aspect of these tests that I just bought. I simply can’t imagine a company whose sole purpose is providing a service to the public wouldn’t have a more efficient way of providing customer service. I’m pretty sure I’m not the only person who has ordered more than one test at a time.
At this point, I just hope no one asks for my opinion about which DNA testing service they should use. Jury’s still out on this one.Do we share ancestors? Email me: lostancestors AT gmail DOT com
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