Sequencing was fine until this year when the company upgraded the site and decided to switch the memberships around (which are less value but more expensive than the old ones). I didn't want the new 'Plus' membership and tried to downgrade but the site wouldn't let me and I had to constantly email to get it done internally. After that and for over 2 months, I have been unable to access my account, data or report results (some of which don't have the results attached to them anymore, despite paying for them). The constant reply particularly from Logan in Support is that the engineers are working on a bug in the new site with seemingly no end or resolution in sight. Meanwhile I have no access to my account OR DNA raw data and this has raised huge red flags for ownership of that and my privacy. Sequencing will not send me separately my DNA and reports either and as I don't have access I can't remove my DNA from their site despite claims that a member has complete control over their own data. That's only if they give you access to your account where the DNA data is. It would seem that this has been triggered by my refusal to continue another year at a more expensive rate for less value in return. Once this is resolved I will not trust Sequencing with my data again and will move to a firm with integrity given the highly sensitive data Sequencing process and which they are effectively holding to ransom.

Quick & courteous support staff.

Sequencing.com saved my life! Because of the DNA explorer app I was able to see that I needed to be checked for breast cancer at a young age. After being screened it was confirmed that I did have cancer. Thank you for all of the work you do!!!!

Very good, they reponded me very fast and solve my problem.

They reply in a very quick manner. Answers swiftly when you have questions. Keep you updated on all accounts. Thank you so much!

I had a query to the Support Team of sequencing.com. I have got a satisfactory answer within very few hours.

Despite their website being “upgraded” and services becoming more expensive, they now have a paywall to see data that was visible previously with the free membership. Even after paying for the Premium plan, and rerunning my genome explorer, I continuously receive messages that say I’m unauthorized to view the page with my report, or my data is still located behind a paywall AFTER paying $400 to upgrade just to see my health data again. The website is also very “glitchy” now and about 1/2 the time says I have no reports, despite other times showing them. Customer service has not been responsive despite multiple emails. When calling, you get a message that no one is available to talk to you, and to leave a message. Then the line hangs up before you can actually leave a message. When this website works, it’s helpful, and I really enjoyed it, but the customer service is terrible. BOTTOM LINE: I paid $399 for a year long upgraded membership and cannot even access my genome information, and customer service is now non-existent.

Quick response, gave me enough information that I knew I wouldn't be throwing my money away and not get the information I need to move forward.

Very good Service

I feel safe using Sequencing. If any buggs occur, customer support reply fast and helps me all the way. I am so pleased with the experience so far.

Fast, accurate, and considerate reply, and they fixed the issue.

They really care about their customers. I purchased the Ultimate Sequence and was having trouble logging in. They got back to me right away and helped to resolve the issue. I felt as if I was important to them!

The customer service rep and follow-up were top-notch though I was disappointed that they didn't have a sample of a report of a process they said they could do. I am hoping they will be able to provide this one day because at that point I may just place an order.

My question was answered accurately.

Quick response and clarifying info was supplied.

There was a problem with the kit tracker page and support was quick at responding with my request for an update on my kit progress.

I ordered 3 kits in March 2022. First, they bungled the shipping (even though I paid extra for expedited international). Some programming error in their setup meant I couldn't activate the kits and send them back until April. Then, they lost one kit (they were all in one package, how do you manage that). They refunded it, but said I couldn't get a new one. One, they said had insufficient quality (perhaps because the used spit kit was sitting on my desk for ages?). Now, suddenly doing a new one was an option? I told them I'd wait until they complete the last kit. The last kit is supposedly complete, but hasn't been imported (stuck on the last step since July). They're 'investigating' this bug, i.e. nothing is happening, support is unresponsive. Btw. this is all perfectly normal service under their T&C. They give you expected timelines, but make no apologies when they utterly fail to stick to them.

When you don't believe there's protection for your very own DNA. know you do. Thank you sequencing.

The status of my test kit seemed to have stalled. My request for information in the morning was followed by a response that same afternoon.

I had a problem with the ordering system and was quickly given a refund on the mistake and my questions about the process and reports I would receive was answered quickly and thoroughly. Good customer service experience so far.