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  • #16
    Well I think they are reading these message boards because 20 minutes after I last posted, they just delayed my results to 2/14 for FGS and 2/28 for FF.

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    • #17
      Delayed

      My FF results were pushed back from a Feb 2nd date to Feb 28th. You would think that they would have some idea of the workload prior to just a few days before the due date.

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      • #18
        :-|

        To me they told:

        "PP5 - 2/21/2011 This test failed to yield results for your sample. Your sample is being rerun now. Results from this round of testing are expected by this date."

        What PP5 means? I am waiting my HVR2 and Y-DNA26-37 Markers results. The former has been delayed.

        They are not going to tell if they are experiencing lab quality problems or problems with their software systems, of course. I hope these delays are not due to either cause.

        I also wonder why I always see the red sign and message "Indicates result was received after your last login." on the DYS Values page, when no new results are given.
        Last edited by 192971; 25 January 2011, 03:25 AM.

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        • #19
          When I called yesterday, I was told by the supervisor of customer relations that the test was being upgraded to get the maximum matches.

          However, when they finally updated my page for notification of the delay this was posted:

          1) We have recently received your DNA collection kit and have begun testing.
          2) Multiple attempts have been made to test the DNA we had stored in our lab. All attempts failed to pass our strict quality control standards. If we have no additional vials of DNA stored, you will be sent an additional collection kit so that we may continue testing.
          3) We are waiting for you to return the DNA collection kit we sent to you.

          The explanations giving do not apply to me. If they need more sample how come I was not sent a new kit? Nor I was notified of a possible delay once they became aware of it.
          Last edited by Sw33tdecent; 25 January 2011, 09:59 AM. Reason: left sentence off.

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          • #20
            FF Results Delayed

            Same here. My Dad's FF results were originally scheduled as due 1/24, but have now been delayed until 2/28. The reasons were multiple and so unclear. I have sent a note requesting more info.

            In our case, the collected samples might not have produced clear results. He has Parkinson's and even with assistance, it is difficult to get the scrapings.

            I'm disappointed with the posted (no email) update and apparently generic message.

            Kit #16476

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            • #21
              delays

              I don't know. It just would seem good from a customer service standpoint to notify customers of delays as soon as possible. I was notified within a just 2-3 days after my kit was received that the first test wasn't a good enough scraping. I thought that was odd, but very quick. Just seemed odd. I ought to just focus on the positive and maybe, just maybe I'll get the results before I forget why I ordered....
              Just joking folks. I guess I'll go back in to hibernation for the next month and check back. 3 months is an awfully long time to wait.

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              • #22
                390

                Originally posted by banshee View Post
                Well I think they are reading these message boards because 20 minutes after I last posted, they just delayed my results to 2/14 for FGS and 2/28 for FF.
                ________________________________________________

                OMG! I've been a little snide in my posts....do you think I'll be delayed until spring now? LOL..sorry, I've watched your posts and it looks like you've been waiting as long as me.

                What is FGS?

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                • #23
                  Originally posted by LucyBelle View Post
                  ________________________________________________

                  OMG! I've been a little snide in my posts....do you think I'll be delayed until spring now? LOL..sorry, I've watched your posts and it looks like you've been waiting as long as me.

                  What is FGS?
                  ________________________________________________
                  The results could very well come in next week, really for all we know. I would think that if they were giving in estimated date they would have to take in to account all of the kits recieved between a range of dates. We know that all of batch 390 could not have been received on one day..that's what I think...back to being patient now. will check back in a week or so

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                  • #24
                    I called them yesterday. I have a HVR1 test due the 24th. She said It should be any day now for my results. Thats for HVR1 though, So I dunno about others.

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                    • #25
                      1/24 Family Finder Delays

                      I received a similar answer to some already posted. Apparently, there has been a processing change (upgrade?) that will improve the quality of matches.

                      <quote>
                      The delays that we have experienced recently with Family Finder are based on necessary modifications in the testing process that were unanticipated when you placed your initial order. This is a delay for all Family Finder results, not just yours specifically. We apologize for the inconvenience. Sometimes the modifications take much more time than we would like. However, we believe that the modifications we are implementing will greatly improve the process for running Family Finder tests and we sincerely appreciate your patience.
                      <end quote>
                      Note: I added the red italic formatting shown above.

                      So, back to waiting patiently for results that may help solve a family mystery or two. With luck, the new estimate will be on the conservative side and actual results will come in a little sooner than expected.

                      Actually, I'd have felt a little better with notification before the actual due date and at least a small explanation of what technical changes were needed and what they will do for end users.

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                      • #26
                        I agree completely. I don't mind the waiting - it's the expectation that makes it painful, and causes to be impatient. My expected date for my HVR1 results is *still* listed as 1/3/11. In response to my emails, I've been told, first, that it would be ready the end of last week and, now, today, I'm told mid-February. Note that both of those were in response to me specifically asking for a status update. Nothing was volunteered. I'm sure they're busy, between the 'holiday rush' and the new FamilyFinder modifications, etc., but a little good customer service would go a long way to keeping the customers satisfied, even when things are running behind schedule.

                        Originally posted by AngeliaR View Post

                        Actually, I'd have felt a little better with notification before the actual due date and at least a small explanation of what technical changes were needed and what they will do for end users.

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                        • #27
                          Originally posted by LucyBelle View Post
                          ________________________________________________

                          OMG! I've been a little snide in my posts....do you think I'll be delayed until spring now? LOL..sorry, I've watched your posts and it looks like you've been waiting as long as me.

                          What is FGS?

                          LOL! No I think they're just finally get to batch 390 and we're all now getting these delay emails.

                          FGS is full genome sequence for mtDNA.

                          Not a happy week here in batch 390 land that's for sure.

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                          • #28
                            So I'm not alone?

                            I was afraid that my stored sample was no good, and they would have to send me another kit.

                            I'm waiting for FF in batch 390. The last I heard it is now due on Feb 28th.

                            They probably have a backlog from their Christmas sales.

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                            • #29
                              Just Wow......

                              I got an e-mail stating my HVR1 results should be ready in 3 more weeks. Ive already been waiting 2 months. This is insane. They should in my opinion finish the tests that people have been waiting on for a long time, before they do anyone else's.

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                              • #30
                                Well someone in batch 393 just posted yesterday that they got their mtdna results 3 weeks early. And here we sit. Seriously, what is up?!

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