Ancestry.com is an online genealogy company that offers genealogical records as well as direct-to-consumer DNA testing through its subsidiary, AncestryDNA. With over three million subscribers, it isn't surprising that Ancestry.com gets a lot of customer service calls every day.
Why Do People Call Ancestry.com Customer Support?
People call Ancestry.com customer support for a range of reasons, including:
- Technical support
- Help with using the site
- Assistance with some of Ancestry.com's products and services, such as DNA testing kits and understanding health results.
- Assistance with billing and account issues
- Requests for information about the different services that Ancestry.com provides and whether a particular product or service would be useful in the types of genealogy research that a customer wishes to perform.
Best Practices for Calling Ancestry.com Customer Service
Here are some tips that can help you quickly resolve your concerns via Ancestry.com customer service:
- Before calling Ancestry.com, make sure you are using the correct phone number. Ancestry.com has different numbers for Ancestry.com site use and account information, AncestryDNA and AncestryHealth.
- Make sure you have relevant documentation in front of you before calling. This may include correspondence from Ancestry.com, receipts from the purchase of DNA test kits or other Ancestry.com products and services, confirmation numbers and billing information, such as credit card statements.
- If you are having a problem with the Ancestry.com website, be in front of your computer when calling. This will allow the customer service representative to help you troubleshoot any issues that you might be having.
- Have pen and paper handy so you can take notes during your call.
How do Customers Feel About Their Calls to Ancestry.com?
There are mixed reviews about Ancestry.com's customer service representatives. Many customers report that the representatives are compassionate listeners, particularly when DNA testing reveals surprises about a person's genetic ancestry.
However, there are complaints that Ancestry.com's customer support can be unhelpful when people believe that they are entitled to refunds or are trying to cancel subscriptions. Customers complain about being placed on hold for long periods of time or representatives who refused to issue refunds even when the consumer is displeased with what he or she has received.
What Kind of Issues can Ancestry.com Customer Service Representative Resolve?
An Ancestry.com customer service representative can resolve a range of issues, including changes to and cancelations of subscriptions, the purchase of products and services, troubleshooting and technical support, basic information on how to use the website and web-based services, researching financial transactions and managing billing issues.
What Can't Be Resolved With a Call to Ancestry.com Customer Service?
Because Ancestry.com provides tools that people can use to research their family tree, as well as a DNA testing service that provides information about markers for certain health conditions, customers may become upset and seek advice on these matters from Ancestry.com customer service representatives.
However, Ancestry.com customer service representatives are not genealogists and cannot provide genealogy services. In addition, customer service representatives can't provide health advice or diagnose illnesses based on DNA testing results.
What Should You Do If You Have an Unsuccessful Call with Ancestry.com?
If you hang up the phone after talking with an Ancestry.com customer service representative feeling as if your call didn't go well, don't fret. You still have options for getting an answer to your question or having your issue resolved.
- First, review any notes that you took during your call. If you did not take notes, write down anything significant that took place during your original conversation with Ancestry.com customer support. This information can be helpful when you contact Ancestry.com again.
- Next, call Ancestry.com back. Customer service representatives have different levels of training and experience. The next person you speak to may be better able to understand your concern and provide a resolution.
- If calling Ancestry.com doesn't work, try getting in touch another way. You can send an email through Ancestry.com's website that describes your situation. One advantage to doing this is that you will have a written record of your conversations with Ancestry.com, which can be useful if you have to escalate your case.
- Other ways of connecting with Ancestry.com customer service include social media accounts, as well as Ancestry.com's Member Advice live chat. This is a live chat option that can allow you to speak with an experienced fellow member of Ancestry.com who may be able to help you.