Test Failed twice

[lijaci]

I have been waiting for my results from a DF13 test; since February. During this time the test have ''failed'' twice, but, no reasons were given as to what is causing the failure. I'm extremely frustrated with ftdna at this time.
Kit#N118290

Can anybody help me?

-Lisandro

[Bert6623]

Lisandro,
I would suggest you send a message through the contact us page at https://www.familytreedna.com/contact.aspx. I've always found FTDNA support wonderful and helpful. Good luck.

[lijaci]

Ok, thank you for the info.

[Bert6623]

No problem. These happen sometimes. I suspect they will be sending you another sample to try again. Suggestions I've heard are to try first thing in the morning before you've eaten or drank anything and some say to softly chew on your cheek just to get things moving a bit. Hopefully it will work for you. Good Luck.

[lijaci]

I actually offer to send a new sample; but, they told me that they didn't needed. You would think that after failing the test twice; that something was wrong, either with the dna sample or human error while testing. In the end, I, the paying customer is the one that get's to wait, to maybe be told in 4 to 6 weeks, that it failed again, and to excuse them for wasting my time.

[JimKane]

All I can say is strap in for a wait. Mine has failed 8 times so far, and someone is supposed to be looking into why it is failing this go around. It seems this is just a difficult location to test for as others have taken 6+ months to get results on DF13.

[lijaci]

All I can say is strap in for a wait. Mine has failed 8 times so far, and someone is supposed to be looking into why it is failing this go around. It seems this is just a difficult location to test for as others have taken 6+ months to get results on DF13.

They told me that There is something wrong with DF13 assay and that they needed it to fix it. They also said that they would test snp Z2542 as an alternative to DF13. Which I'm still waiting for Ftdna to even start the test. I decided to have my DF13 snap tested it by another lab. Since Ftdna customer service is nonexistent, at least in my case. I decided not to spend any more money with them, after such a horrible experience. So don't be surprise if you don't ever get a result to your DF13 test. Good Luck.