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  • #61
    Originally posted by Tenn4ever View Post
    My cousins were in batch 590 and he finally received his results on 12/30 (almost 3 months) but he hasn't received his haplogroup although he did have matches.
    Was he testing Y-DNA 37 markers or higher?

    W.

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    • #62
      Originally posted by Rosa View Post
      [----] I asked Customer Service some questions about the test, and they sent a canned response 3 weeks later, never really answering my questions, but telling me they didn't know when the test would be completed.

      Really? You know the same as I do? Ugh. [----]
      Actually yes! They cannot see the current state/status of your test...

      W.

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      • #63
        Originally posted by dna View Post
        Actually yes! They cannot see the current state/status of your test...

        W.
        Perhaps so, but they should provide a more eloquent response than "We don't know." It's not hard to see why some of us are frustrated, and not to mention the many others not on the forums. I wouldn't mind waiting a few months for my results if the company had told me as soon as they realized the situation with the delays. Some honest attempt at proactive customer service would be helpful.

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        • #64
          Originally posted by dna View Post
          Was he testing Y-DNA 37 markers or higher?

          W.
          Y37. He matches his 2nd cousin and the exact same men so I'm sure it's going to be the same haplogroup...would just be nice to see it assigned....unless they all are going to get a new assignment.

          Forgot to add, he's now waiting on the Y111 test results. One thing I would generally advise anyone doing a Y test....go for no less than the Y67 to begin with. If I had it to do over I would have ordered Y111 tests for all the guys I ordered tests for....in the long run it would have saved money.
          Last edited by Tenn4ever; 14 January 2015, 10:15 PM.

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          • #65
            Originally posted by Tenn4ever View Post
            Originally posted by dna View Post
            Was he testing Y-DNA 37 markers or higher?

            W.
            Y37. He matches his 2nd cousin and the exact same men so I'm sure it's going to be the same haplogroup...would just be nice to see it assigned....unless they all are going to get a new assignment.

            Forgot to add, he's now waiting on the Y111 test results. One thing I would generally advise anyone doing a Y test....go for no less than the Y67 to begin with. If I had it to do over I would have ordered Y111 tests for all the guys I ordered tests for....in the long run it would have saved money.
            God knows what is going to be the FTDNA standard after their recent changes, but it used to be that the haplogroup determination could have required a test point beyond the first 37 markers.

            W.

            P.S.
            Yes, upgrades are grossly overrated

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            • #66
              Originally posted by dna View Post
              Actually yes! They cannot see the current state/status of your test...

              W.
              If this is right then i have been lied to a couple of times by Customer Serrvice. Over a month ago they told me that they could tell from the computer that all but one set of the y-111 sets were in progress and that one set had not started (i assumed that was the 1-12 panel).

              We have never received any word on any of the markers that were supposedly in progress.

              We were promised on Monday that the results for all but one marker would be done yesterdat and posted today --- so we will see. They said the remaining marker would be done next Wednesday and our test would be complete.

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              • #67
                I'm still waiting. Batch 593, it now says 2-4 weeks. Thats an upgrade from the 1-2 weeks that was there for a month or so. : ( I was afraid that my test was complete and that the results had just not been posted. Now it just looks like they have a new system that they can't get going. I do know one thing, as soon as someone else offers this type if testing, I'm going over there.

                I still can't believe they don't have someone watch and read this site, especially this section.

                Comment


                • #68
                  Originally posted by crhfish View Post
                  I'm still waiting. Batch 593, it now says 2-4 weeks. Thats an upgrade from the 1-2 weeks that was there for a month or so. : ( I was afraid that my test was complete and that the results had just not been posted. Now it just looks like they have a new system that they can't get going. I do know one thing, as soon as someone else offers this type if testing, I'm going over there.

                  I still can't believe they don't have someone watch and read this site, especially this section.
                  What gets me is my original link to the email that Jacob got said
                  "In order to complete our Y-DNA tests we had to upgrade to the next generation of sequencers to most efficiently process the test. In effect this caused an unexpected R and D project within the lab."

                  Which we know they have had the NGS some time but apparently haven't used it to it's fullest capabilities or even slowly developed the transition over the last couple years but instead waited for the floor to fall out from underneath them but doing so.

                  "The Lab has completed and successfully tested each step of the process to reach the level of confidence necessary to begin reporting results, however we do have a respectable backlog that will take several weeks of overtime to clear up."

                  I seem to be rather skeptical about that since we have all seen this FAS1,FAS2 and NGS show up and then disappear. So it appears they are still in R&D at least that's how I see it.

                  "We have resumed production and have placed your test in a high priority status. Unfortunately, we have to work through the backlog that is a consequence of the change required."

                  Now my understanding, although limited to be sure, is that this NGS can handle a lot of throughput, especially when using it for this type of test. My fear is now that they are using the NGS for not only GWS and Deep SNP now they have to also use it for STR testing which depending on their WGS and Deep SNP volume can cause another bottleneck.

                  "We will be much faster in the future with this test."

                  I can only hope so because honestly I could not recommend them to anyone I know at this point for STR testing. Unfortunately there aren't many choices available. I can say this though, any future Y snp testing I do (if any) I will send my business to YSEQ.

                  Comment


                  • #69
                    FTDNA appears to have a perpetual backlog, and there seems to be no real drive to clear it up. I fear that things will continue this way until customer dissatisfaction becomes so widely-known that it decreases the number of new orders and finally forces them to address their problems in order to keep profits flowing.

                    "Proactive" is clearly not a word that can be used to describe their operational philosophy.

                    Comment


                    • #70
                      y results

                      So, basically then, they know they have a supply issue going into the high-volume sales period during the holidays and they have no backup plan to process these orders that are piling up? Couldn't they have subcontracted these orders out to another lab to process them to avoid a huge backlog? I don't know all that much about the sequencing process, but it seems to me that most companies have a separate R & D department apart from their production facilities and that they usually have a backup plan for such contingencies as supply issues. I gather that this is decidedly not the case with FTDNA as all production ceases while the main production lab has to test the new process. That seems like a pretty ridiculous way to go about things, given that peak sales occur precisely during the holidays.

                      It was my understanding that FTDNA used to have two labs, one in Houston and one in Arizona, but that now the company processes all tests at their lab in Houston. Is that correct? I thought the y tests previously were conducted in Arizona and the snp testing and FF was done in Houston.

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                      • #71
                        I have made the comment before and I still think its true. They are running other tests right now ahead of some of the normal y testing. I don't know if its people or equipment or both. I have 1-12 and 61-67 but nothing in between. I also don't appear to have a reasonable way of communicating with them and they don't appear to want to communicate with me.

                        This is like going to a restaurant and sitting for three hours all the time being told that the waiter will be right over in just a minute. To add insult to injury, after complaining to the hostess we are told that the order that we came in the restaurant really has no bearing on when we are going to get served. Then the owner comes out and tells everyone that the kitchen has been overhauled and they are trying to learn how to cook with the new equipment. All the time other folks seem to be eating and coming and going.

                        Comment


                        • #72
                          Well, my husband's Y37 test was removed from his awaiting results page, and it states it's completed as of today.

                          I looked over the STR markers, and here's what I found:

                          These are the same results posted on Dec. 19.

                          Initially, the last two panels came out around Dec. 17, then the first panel (1-12) came out-- except 2 of the markers (DYS 389I and DYS 389II) had blanks. Curious. I sent a message to customer service because the Haplogroup prediction didn't match up with the off-site haplogroup predictors, and I wanted to know about the blanks.

                          Then, the first panel disappeared altogether, along with added weeks for results. (They stated the test was completed on 12/19-- ummm....) I finally get a response about my questions about 3 weeks later, telling me very little. They tell me they don't know when the test will be finished (I actually never asked about that). They don't respond to my other questions.

                          Today, magically, the first panel appears! Yay! Except the two markers are still blank, and no haplogroup prediction is provided. I checked over the results, and they're the same as on Dec. 19th. My husband has matches! But not really, since not all of the markers are in. But the test is completed today! But not really... (Batch 590, batched 10/2).

                          Oh, and they added more time again (for the 3rd or 4th time) just a day or so ago, up to 5-7 weeks.

                          I am so confused.
                          Last edited by Rosa; 15 January 2015, 03:52 PM. Reason: Added info

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                          • #73
                            Rosa

                            Aren't your husband's results in Batch 590? If so, that's the same batch one of my cousin's results are in. His were posted on 12/30. All the markers are complete but he does not have a haplogroup yet....not even a prediction. The indication is that it is still to be determined.

                            Comment


                            • #74
                              Originally posted by Tenn4ever View Post
                              Aren't your husband's results in Batch 590? If so, that's the same batch one of my cousin's results are in. His were posted on 12/30. All the markers are complete but he does not have a haplogroup yet....not even a prediction. The indication is that it is still to be determined.
                              Yes, it's in batch 590. When the information first appeared, it included a predicted haplogroup, but then they took it away after it didn't match the off-site haplogroup predictor. Now it says it is yet to be determined, even though it's missing 2 markers.

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                              • #75
                                Y111 done 1/15 but not really

                                Upgrade from 67 to 111 batch 601 shows as completed 1/15.
                                But there are no additional results yet.

                                I did not receive an email about new results, but checked the order status anyway.

                                It was ordered 12/15 and batched 12/18. The original due date was 1/29 so completion now would be unexpected and early.

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