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Announcements and New Features Announcements of changes at Family Tree DNA and to the FTDNA website. This is also for general communications by FTDNA staff.

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  #1  
Old 16th April 2015, 12:41 AM
Darren Darren is offline
Customer Support Specialist
 
Join Date: Jun 2007
Posts: 867
A note on delays

I wanted to let everyone know that I have some news on the backlog issue at the lab.

The initial problem started late last year with a supplier ceasing production of a certain product that lead to the lab having to purchase and upgrade equipment as well as test and confirm results with the new processes. This was not communicated until well after the fact, and people were rightly upset.

This was right about the time of the holiday sale. So the backlog begins and then the sales volume increases. So every subsequent batch is also delayed. What has been happening is the sales have held strong and are at about the levels seen at the time of the holiday sale. The lab cannot keep up at the current state so the turn around time keeps growing. What is being done?

The lab is in the process of purchasing new equipment to increase throughput as well as hiring new staff. The goal is to decrease and eliminate the backlog and improve overall turn around times.

The IT department is also in the process of hiring new staff to help address bugs and improve the website. Customer service is also hiring as well.

-Darren
Family Tree DNA
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  #2  
Old 16th April 2015, 01:07 AM
LynCra LynCra is offline
FTDNA Customer
 
Join Date: Sep 2011
Posts: 523
Perhaps management should consider communicating this to the whole customer base and not just to the handful of us who read the forum.
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  #3  
Old 16th April 2015, 01:09 AM
gtc gtc is offline
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Join Date: Jul 2009
Posts: 1,832
Thumbs up

Thanks Darren.

I nominate you to be in charge of customer service.
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  #4  
Old 16th April 2015, 03:27 AM
lgmayka lgmayka is offline
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Join Date: Mar 2006
Posts: 2,618
Quote:
Originally Posted by Darren View Post
What has been happening is the sales have held strong and are at about the levels seen at the time of the holiday sale.
...
The lab is in the process of purchasing new equipment to increase throughput as well as hiring new staff.
...
The IT department is also in the process of hiring new staff to help address bugs and improve the website. Customer service is also hiring as well.
Thank you! As painful as the recent delays are, your explanation is good news for all of us long-term.
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  #5  
Old 16th April 2015, 07:42 AM
jsarnacki jsarnacki is offline
FTDNA Customer
 
Join Date: Dec 2014
Posts: 372
Thanks for the update! Communication is key to customer satisfaction. Hopefully these issues will be resolved soon!
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  #6  
Old 16th April 2015, 09:47 AM
Tenn4ever Tenn4ever is offline
FTDNA Customer
 
Join Date: Aug 2013
Posts: 665
Thank you.
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  #7  
Old 16th April 2015, 01:51 PM
MikeP MikeP is offline
FTDNA Customer
 
Join Date: Jan 2015
Posts: 311
IMHO hiring more customer service staff will not by itself improve communications. Ftdna needs very much to address the problem of communication with their customers. Sure, if processing times improve, the need for communication will go down, but please let people get answers to the questions they ask, not just information already on their page or in the FAQs.
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  #8  
Old 16th April 2015, 08:38 PM
mmparker mmparker is offline
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Join Date: May 2009
Posts: 52
Blog Entries: 1
Thanks.

Good to know. Thanks for the explanation.
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  #9  
Old 24th April 2015, 09:20 AM
John Doe John Doe is offline
FTDNA Customer
 
Join Date: Oct 2014
Posts: 26
Thanks. Was unaware why the gap time between my sample being batched and the expected date of results was larger than a month. Thanks for the explanation.
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  #10  
Old 29th April 2015, 02:08 AM
E19463 E19463 is offline
FTDNA Customer
 
Join Date: Feb 2015
Location: Germany, Heidelberg
Posts: 258
Blog Entries: 2
Quote:
Originally Posted by Darren View Post
I wanted to let everyone know that I have some news on the backlog issue at the lab.
...
Darren, I appreciate your effort but you know what a real news would be? ==> "There is no more backlog!" Yay!

Really, do we have to check periodically this site https://www.familytreedna.com/learn/...-test-process/ to know the backlog is gone or will we be contacted?

Again, I appreciate your honest efforts to ease our situation, thank you.
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