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  • Support = No Support?

    Hello All -

    I am new to family tree DNA (just mailed back my swabs).

    Last week on the 28th and 30th I posted a couple of questions to customer support and received email confirmation back with a ticket number. I wanted to ask a few questions to FTDNA before purchasing.

    It's now been 8 days and nothing on either question. Is this the status quo with FTDNA and letting support question go unanswered?

  • #2
    Hi there,

    Customer Support answers ALL email, but is totally swamped right now. We just had two big product/feature roll-outs, and they have generated a ton of email. So you will definitely get a response, but it may take a good couple weeks.

    If you need an immediate response, you can call Customer Support using the Sales number on the Contact page:

    http://www.familytreedna.com/contact.aspx

    You can also try to post your questions here, if it's something you think experienced customers or project admins may be able to answer for you.

    Regards,
    Elise

    Comment


    • #3
      From a different forum posting....


      On 5 APR 2014 someone sent in a request to the help desk, and they assigned it id #58887

      On 2 MAY 2014 someone sent in a request to the help desk, and they assigned it id #66762.



      IF they are consecutively numbering these help requests, then they have received at least 7,875 help requests in about 4 weeks.



      If this is accurate, it is no wonder many folks are not receiving a timely response from them.

      Comment


      • #4
        Sorry folks - but poor planning prior to a new product rollout is not an acceptable excuse, just a statement of poor planning.


        Originally posted by efgen View Post
        Hi there,

        Customer Support answers ALL email, but is totally swamped right now. We just had two big product/feature roll-outs, and they have generated a ton of email. So you will definitely get a response, but it may take a good couple weeks.

        If you need an immediate response, you can call Customer Support using the Sales number on the Contact page:

        http://www.familytreedna.com/contact.aspx

        You can also try to post your questions here, if it's something you think experienced customers or project admins may be able to answer for you.

        Regards,
        Elise

        Comment


        • #5
          Originally posted by efgen View Post
          Hi there,

          Customer Support answers ALL email, but is totally swamped right now. We just had two big product/feature roll-outs, and they have generated a ton of email. So you will definitely get a response, but it may take a good couple weeks.

          If you need an immediate response, you can call Customer Support using the Sales number on the Contact page:

          http://www.familytreedna.com/contact.aspx

          You can also try to post your questions here, if it's something you think experienced customers or project admins may be able to answer for you.

          Regards,
          Elise
          A couple of weeks for a response? Great way to run a company.

          I have already been waiting a few weeks for a simple e-mail.
          Funny how they still have time to send out e-mail on the latest deals etc...

          How about transfering some resources to customer support which i can imagine is swamped with requests to fix what people have paid good money for.

          Nothing works for me ,no ancestrial origins,no matches,no haplogroup origins,no nothing.

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