Announcement

Collapse
No announcement yet.

Offering refunds or stipends for failure to provide basic services promised

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Sarmat
    replied
    I have considered that option, yeah.

    Leave a comment:


  • E19463
    replied
    Originally posted by Sarmat View Post
    ...

    There's just no excuse for that level of service.
    That is true and that's why people should think about class action lawsuite because that happens to so many of us ==> http://en.wikipedia.org/wiki/Class_action
    Last edited by E19463; 19 February 2015, 04:40 AM.

    Leave a comment:


  • Sarmat
    replied
    Yeah, it was really ridiculous.

    It's not so much the length of time it takes to produce results (though the competition doesn't have that problem -- and no, it's not because FTDNA is any more accurate); the real problem is the lies and obfuscation about the reasons for the delay and realistic expectations for the delivery date.

    There's just no excuse for that level of service.
    Last edited by Sarmat; 18 February 2015, 11:22 AM.

    Leave a comment:


  • E19463
    replied
    Originally posted by Sarmat View Post
    ...

    As of next week, I will have been waiting a full 6 months for results that were supposed to be delivered in 8-10 weeks. I've not even received the slightest hint of an apology, let alone the offer of even a partial refund or a discount on future testing, which I think would be fully warranted in cases like this.

    Wow, that is shocking to hear! 6 months after paying and nothing received? That makes me speechless!

    Leave a comment:


  • MPH
    replied
    8% percent....began in Egypt, the pattern was close to the Exodus route, when I looked at it, looked familiar. Origins strong in Jordan, Syria, Lebanon, Iraq, Egypt, Israel and the Arabian peninsula. The middle eastern ancestry does not blend outside of that area. Ashkenazi did not show, which I did not think it would. I thought the percentage would be broken down into more detail in that region. Northern Europe was understandable, percentages in detail but Eastern Europe is just that...Eastern. I'd attach the Origins map, don't know how to do it.

    Leave a comment:


  • MMaddi
    replied
    Originally posted by MPH View Post
    My result only shows middle east with "eastern middle east" and a percentage. Does not break it down in detail. However it maps several areas. Is the same for eastern Europe. Northern Europe it does break it down though
    As I mentioned there's a general category called Middle Eastern, which has three subcategories: Asia Minor, Eastern Middle East and North African.

    From your description, it seems that your Middle Eastern is all from the Eastern Middle East subcategory. I also mentioned that this is basically Arab. It's the area including Jordan, Syria, Lebanon, Iraq, Egypt and the Arabian peninsula countries.

    If you're not given any Ashkenazi Diaspora percentage, then that would indicate you don't have any Jewish ancestry that's found among most European Jews. I suppose it's possible that some of your Eastern Middle East could be from Jewish ancestors who remained in the Middle East and never made it to Europe. If so, I think that wouldn't be a large percentage.

    What percentage did myOrigins give you for Eastern Middle East?

    Leave a comment:


  • MPH
    replied
    My result only shows middle east with "eastern middle east" and a percentage. Does not break it down in detail. However it maps several areas. Is the same for eastern Europe. Northern Europe it does break it down though

    Leave a comment:


  • MMaddi
    replied
    Originally posted by MPH View Post
    Example: it showed middle eastern ancestry on the map however it would be more helpful to know WHAT PART of this region is my background and who passed this onto me. Unfortunately they don't seem to break this down in detail or tell you what side this comes from.
    If you click on "Middle Eastern" where it gives you the percentage, it will give you a breakdown of categories of Middle Eastern. The three categories are Asia Minor (Turkey and the Caucasus), Eastern Middle East (basically what most people would call Arab) and North Africa (Morocco, Algeria and Tunisia). It will give you a percentage for each of these, which will add up to your total Middle Eastern.

    Note that there is a separate category for Ashkenazi Diaspora, which represents Jewish ancestry, specifically from Eastern Europe. So, being given a percentage for Middle Eastern, but no percentage for Ashkenazi Diaspora probably means that the Middle Eastern percentage involves little or no Jewish ancestry.

    An autosomal DNA test like Family Finder can't tell you which side a match or an ethnic background is coming from. Each chromosome comes in a pair, one from your mother and the other from your father. The testing chip isn't able to know which side is giving you the result that says "Middle Eastern" or that matches with someone in the database.

    If you had one or both of your parents also testing, that would enable the algorithm to say which result was coming from which parent to a large degree. This is called phasing. I don't know if FTDNA does phasing if a parent and child have both tested. However, you can upload a parent and child's raw data to GEDmatch.com which has a phasing tool. That would allow you to phase your FTDNA results and use the phased raw data with the ethnicity calculators at GEDmatch.
    Last edited by MMaddi; 13 February 2015, 11:15 AM.

    Leave a comment:


  • MPH
    replied
    Stop where you are for now......

    I paid for the whole works and so far it isn't telling me much. Still waiting for Paternal results however DON'T bother to pay for the Maternal test. Family Finder test was ok, and I was happy to see my ethnic breakdown, I was more interested in MY ethnic background, didn't care much about finding matches since I probably will never have contact with any of them. I only care about knowing my ethnic background in detail. Example: it showed middle eastern ancestry on the map however it would be more helpful to know WHAT PART of this region is my background and who passed this onto me. Unfortunately they don't seem to break this down in detail or tell you what side this comes from.

    Leave a comment:


  • Sarmat
    replied
    Originally posted by Dna-donut View Post
    I have only ever received one notification of new matches, that's all. And that was about a month ago, none before, none since.
    Same here.

    Leave a comment:


  • Dna-donut
    replied
    It would be nice if it was consistent

    Originally posted by AngeliaR View Post
    I have been receiving match notifications for FF for the first time ever. I didn't change settings or make any changes on my end.

    Then I read this message that was sent in an admin newsletter:

    "We moved notifications to a third-party platform that allows us more flexibility in editing, and has a higher delivery rate (meaning fewer notifications get labeled as junk mail. As you may have noticed there were a couple of hiccups but for the most part it’s gone smoothly considering the scope of the undertaking. We apologize for any inconvenience those hiccups caused, and appreciate your patience as we work to improve our service."

    I am hopeful the impact of this change will also be experienced for processing delays and customer service responses, but don't know for sure if they are all on the same system.

    I wish this kind of information was posted somewhere for all customers. We all need to see and be aware of when progress is being made behind the scenes.
    I have only ever received one notification of new matches, that's all. And that was about a month ago, none before, none since.

    Leave a comment:


  • Howtree
    replied
    Originally posted by Aperipatetic1 View Post
    Thanks Pinny, it does appear that, in these cases taken to the BBB that they do seem to pass out a refund, but it should not have to come to that point for the overwhelming majority of people.

    They should be doing the right thing because its the right thing. I did get some usefulness out of the account, so I fairly dont think I am actually entitled to a total and complete refund. A lot of those BBB refunds that I looked at are people waiting in some cases months with no word on the status of their test samples, who simply wanted to end the test and receive a refund of their payment. These people are clearly entitled to a total refund in my opinion, because they never received the usefulness of any part of the service they tendered payment for.

    I do think that in cases where the FTDNA representatives' have acknowledged that there is a error with a customers accounts/services, which FTDNA staff have been given fair notice of, and which they have failed to fix in a timely fashion, people who through no fault of their own are affected should receive a standard offer of a depreciated refund. If they do not wish to pay a tech to fix account(s) and restore all the account features to functionality, they dont have to, but then cut me a $40 refund / 50% discount to my card (there was a special at the time I ordered for roughly 70 or 80 bucks) since you are not paying, or seemingly staffing, to fix the account.

    I then allow you to fully delete my account, and you never have to service or repair it again. Everyone is happy.

    What instead has happened in my case are multiple attempts to email 'help'desk or contact Elise here, I sent them a screen grab showing my empty MO database, and they responded with a email saying the MO feature was working when they checked it. I then sent them another, new, screengrab showing it did not work, and the 'help'desk person then said the feature did not work when he checked it, and he had no time frame for when it could or would be repaired.

    So, the 'help'desk resolution was basically to tell me yes its broken, and we dont know when it will be addressed.
    That is not a resolution to anything. Pass me on to the tech guy, give me his contact info, tell me you will email again in two weeks... SOMETHING.. But that was the end to my difficult route to even contacting these folks in the first place. It appears to me like they are simply trying to get rid of service request tickets, and possibly a two line email response to a customer, conceding the account is not working correctly with no other aid to them, may be considered 'clearing' the request, from the companies standpoint.

    There does not seem to be any real impetus here to fix anything, and the stupid "Smith" name frequency banner being inserted by someone who apparently is overly proud of this non-accomplishment in the same time frame that they failed to fix the actual problem, is like rubbing salt in the wound.

    ELISE - can I have a 50% refund sent to my card, please? I will happily depart FTDNA and you can delete my account in its entirety, in exchange.
    Its too bad they dont make sure their existing customers that paid full price are getting decent service before throwing a huge sale and creating worse backlogs and delays.

    Leave a comment:


  • Sarmat
    replied
    I think that if they don't post my results this week, I too am going to file a complaint with the BBB and ask for a refund.

    They could have produced my results ten times over by now if they were motivated, and I have yet to even receive the slightest hint of an apology for taking my five hundred bucks and not giving me anything but delays and excuses in return.

    My only regret would be that a friend gave me his coupon, which probably can't be used again, but ultimately that's FTDNA's fault and not mine.
    Last edited by Sarmat; 25 November 2014, 07:58 AM.

    Leave a comment:


  • dna
    replied
    messages sent in an admin newsletter

    Originally posted by AngeliaR View Post
    [----] I wish this kind of information was posted somewhere for all customers. We all need to see and be aware of when progress is being made behind the scenes.
    Ditto! W.

    Leave a comment:


  • AngeliaR
    replied
    notifications change

    I have been receiving match notifications for FF for the first time ever. I didn't change settings or make any changes on my end.

    Then I read this message that was sent in an admin newsletter:

    "We moved notifications to a third-party platform that allows us more flexibility in editing, and has a higher delivery rate (meaning fewer notifications get labeled as junk mail. As you may have noticed there were a couple of hiccups but for the most part it’s gone smoothly considering the scope of the undertaking. We apologize for any inconvenience those hiccups caused, and appreciate your patience as we work to improve our service."

    I am hopeful the impact of this change will also be experienced for processing delays and customer service responses, but don't know for sure if they are all on the same system.

    I wish this kind of information was posted somewhere for all customers. We all need to see and be aware of when progress is being made behind the scenes.

    Leave a comment:

Working...
X