Batch 466

[southjerseygeni]

Anyone in Batch 466? I have a full mtDNA sequece test due in today. Was due 7/16 but was moved back! Hope it comes in today! I'm in X Haplogroup. Original test done by National Geo. Genome Project.

[southjerseygeni]

Batch 466

Boy my full sequence test has been pushed back yet again, another month!!! What gives, no explanation!

[elliswr]

I think it's high time to get on the horn and give them a piece of your mind! Or just call them up on the phone and inquire about the delay. Whichever you feel is more appropriate.

[southjerseygeni]

I emailed corporate headquarters. Will see what they say. For the money we put out for the tests I think we should get them in a timely manner with an explanation if it takes longer than expected of what the problem is, if any. I'm not happy about this delay at all.

[andbro]

I agree. You would think they would read this forum, if not just for customer service and satisfaction feedback. And of course with the facebook page and this forum at least post some form of explanation as to where the FF results are that so many people are waiting for.

[myskeptic]

I agree. You would think they would read this forum, if not just for customer service and satisfaction feedback. And of course with the facebook page and this forum at least post some form of explanation as to where the FF results are that so many people are waiting for.

I may be the one bringing bad luck to you all. Every single FF (5) that I have sent through has been accompanied by some major IT disaster that delayed access to the results.

Now we are being told a power outage caused this. I was quite shocked to learn they have no backup power system. I certainly hope the data itself is backed up efficiently.

[1_mke]

I was surprised to hear they have no UPS either. I've made the observation before that FTDNA is more than a little lacking on the operational side of things and this is another example. They always get things right in the end but there are way to many delays and other disasters that should never have happened in the first place. It's going to put them out of business eventually if they don't improve.

[andbro]

Well lets hope they are not going out of business. All those FF results lost not to mention the money.

[1_mke]

I certainly hope they remain a financially viable company. They offer a great service and their database alone is invaluable. I'm very tired though of hearing about one disaster after another. They need to figure out how to minimize these kinds of problems in the future.

I've worked in IT long enough to know that sometimes weird stuff happens so really it's the frequency of issues that primarily worries me.

[jbarry6899]

Batch 466

It also is of concern to me that the company appears to put out no IT status information, either here, on the website or the facebook page, so that we have to rely on second-hand reports from people who have contacted them.

Jim

[Táltos]

It does seem that you have to actually call them to get an answer. They don't always have a good answer, but they are polite about it. However they should have had an explanation listed on the homepage of all of our accounts when the problem happened with Family Finder a few weeks ago.

[ekc123]

Delays

I emailed corporate headquarters. Will see what they say. For the money we put out for the tests I think we should get them in a timely manner with an explanation if it takes longer than expected of what the problem is, if any. I'm not happy about this delay at all.

I have two tests in batch 468 that have been pushed back. Several years ago I had a deep clade test that took close to six months to be completed. Over the years I have ordered additional tests and upgrades and the company seemed to be speeding things up. But my latest orders have convinced me that this is not the case at all, and I will not be ordering additional tests from the company. If tests are not completed in a timely manner, it should provide accessible customer service to explain the nature of the delays, but it does not do that.

[Sunflowerzz]

I received my 466 batch results on Saturday the fourth. It was for a mtdna Full Sequence.

It actually was pushed back twice from the original date.
Lorraine

[southjerseygeni]

I received my 466 batch results on Saturday the fourth. It was for a mtdna Full Sequence.

It actually was pushed back twice from the original date.
Lorraine

Boy I had the same test in the same batch, yours came in and mine didn't. How can they explain that?

[Patti1511]

Batch 469

I am glad that I am not the only disgruntled person. I had ydna11 test fail twice and then I complained by email and the forum the test came back about 2 days after that. Now I have mtdna for me in another kit and also bought FF a week later on sale. Tests were supposed to be coming in 8/15 and now the mtdna plus is pushed back first to 9/3/12 and today went to 9/4/12 family finder due 8/27/12 even though this is a different batch # I think that the tests are being held until the higher tests come in to possibly confirm results before they get to me. That is an assumption though. I have sent messages to them through the feedback but the answers came in after the results came in a week earlier than the feedback comments. I am trying to be patient but to me, this is absolutely not good customer service. I have to wonder if they are just back logged trying to keep customers since Ancestry now has the autosomal dna test. I also don't think I will order any further tests since this has not been the type of customer service that I expected. I am not getting any matches on the ydna111 that are relevant only 2 matches at less than 37 markers