Please Be Kind to My Friends in Customer Support

[ToddH]

How about their shipping/receiving department get "prompt". I am having a VERY hard time believing it takes a week to get something checked in. If they are THAT behind they need to hire more help. At this point I do not know if they even have my sample kit. USPS delivered one week ago today, and FT still does not show any record of it. If they don't have it checked in by friday, who do I call to get my money back so I can go to Ancestry. I had hoped to have all 3 DNA sites process my DNA, but looks like I may have to settle with 2.

Believe it. It took about 2 weeks for it to be registered in the account for the last kit I sent in, that it was "received", and then "received by lab." Don't worry, it really will get done in the fullness of time. Shake the ants from your pants.

I have more sympathy for Customer Support after realizing they're paid peanuts. Please, FTDNA, pay them a living wage! (that's my "kvetch du jour"!)

[DrewDennis]

I'm posting this same message in a couple of different areas. Customer service has been especially prompt today in responding to my feedback about the website issues. While my specific questions have not yet been addressed, I do feel much better about the situation. Such prompt and personal responses let me know that FTDNA as a company does care about me as a customer.

How about their shipping/receiving department get "prompt". I am having a VERY hard time believing it takes a week to get something checked in. If they are THAT behind they need to hire more help. At this point I do not know if they even have my sample kit. USPS delivered one week ago today, and FT still does not show any record of it. If they don't have it checked in by friday, who do I call to get my money back so I can go to Ancestry. I had hoped to have all 3 DNA sites process my DNA, but looks like I may have to settle with 2.

[emyr]

Kudos to Customer Service for Prompt Response

I'm posting this same message in a couple of different areas. Customer service has been especially prompt today in responding to my feedback about the website issues. While my specific questions have not yet been addressed, I do feel much better about the situation. Such prompt and personal responses let me know that FTDNA as a company does care about me as a customer.

[Rebekah Canada]

Hi All,

Over here in IT/EG, we are working through website issues....

Meanwhile, my friends in customer support are responding to your e-mails while facing many of the same problems you are. Please feel free to vent over here in the forum, but when you reach out to support, please be kind to them.