Originally posted by Johnserrat
In a commercial enterprise, if a product that has already been paid for is very late, with hope for final delivery waning instead of growing, the vendor will often offer (or the customer will demand) a refund. This is simply honest business practice. Ironically, the customer will often choose to "stick it out" anyway, at least a while longer, but will feel better about the situation because he was at least given the choice of a refund instead.
In contrast, medicine follows the rule that everything requires payment but nothing is guaranteed. You have to pay for every prescription, every operation, every 'consultation', even if any or all of the above are absolutely worthless, harmful, or even death-causing and clearly negligent.
It is unfortunate that FTDNA's web site still implies a medicinal model. FTDNA stresses that it does not guarantee anything, but nevertheless never gives refunds. Eventually, I think, this approach will have to change, if only to increase customer confidence in the field.
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