Support = No Support?

[NewHoustonUser]

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?

[efgen]

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

[gerlyons]

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.

[NewHoustonUser]

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

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

[Leeb]

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.