23andMe has made their helpdesk almost impossible to contact. You have to search through the site with a fine-toothed comb to find the new “Customer Care” center. Not only that, but you have to fit your request into one of the categories –many problems are NOT covered by a category they have listed and there’s no ‘general’ category.
They have made it damn near impossible to contact them and even harder to figure out how to contact them. Here is how to do it:
Link to 23andMe’s Contact Form
Click on the link below to go to the contact form:
It is hidden under Help (upper right-hand portion of the screen on 23andMe next to ‘Account’), FAQ, Before I Buy, “How do I contact 23andMe Customer Care?” In the answer to how you contact them, there’s a link hidden in the text for “Ask Customer Care”. Clicking that link brings up the above form. They then say that they will take six days to get back to you. I’ve found that if there is a disruptive issue, they get back to you quickly. Anything else is often longer than six days. It is INSANE how much they clearly do not care about the customer — once they have your money — to have hidden this information so well. They also disabled the helpdesk@23andMe email account.
This is one of the main reasons that I now recommend Ancestry.com for anyone testing for other than medical reasons. 23andMe has advantages but making customers feel appreciated — once they get your money — isn’t one of them.
I want to mention that I think the community managers, Christine and Mike, do a great job. The problems lie elsewhere.
Filed under: 23andMe Guide