For those awaiting Y results

[Dna-donut]

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.

I'll keep my fingers crossed for you that the notification wasn't fictitious.

[AngeliaR]

Known Problem

This message was just posted on Y-DNA Project Administrators on Facebook:

"Just FYI: We (FTDNA) are aware of the bug where some Y upgrades were marked compete and testers notified, but the results were not, in fact, complete. The IT team is investigating and will kill the bug as soon as possible. In the interim, we've had to turn off notifications so that no erroneous ones go out. We'll get them back on as quickly as possible."

So, I'm guessing mine was one of those that really isn't complete afterall.
I was hoping, but knew in my heart it was too good to be true.

[crhfish]

Yet another day with no updates, no new results. I don't really see anyone getting any updates. FTNDA does not appear to read this page but at least it gives an outlet to vent a little frustration. They don't appear to read their Facebook either.

[Dna-donut]

Keystone Cops

At this point it's almost becoming comical

What I still don't understand is why some Dept. Head can not address this publicly and at least gives us all an explanation. That doesn't seem all that hard to do to me.

[Dna-donut]

This message was just posted on Y-DNA Project Administrators on Facebook:

"Just FYI: We (FTDNA) are aware of the bug where some Y upgrades were marked compete and testers notified, but the results were not, in fact, complete. The IT team is investigating and will kill the bug as soon as possible. In the interim, we've had to turn off notifications so that no erroneous ones go out. We'll get them back on as quickly as possible."

So, I'm guessing mine was one of those that really isn't complete afterall.
I was hoping, but knew in my heart it was too good to be true.

Did any FTDNA rep mention what the problem is concerning the delay in the Y tests?

[dna]

No preferential treatment

The 15th of January is now in the past and none of 10 STR panels is back in, Family Finder is not in, and Big Y is not in.

These are for three different kits in different batches. Nothing in the notes for the individuals or the project administrator.

W.

[Howtree]

...
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.

The way they handle the Y tests come across very unprofessional. They should NOT have big promotions until they get their act together.

[ekc123]

The way they handle the Y tests come across very unprofessional. They should NOT have big promotions until they get their act together.

I agree. It seems they didn't want to lose any sales during the holidays and so they chose not to inform existing and potential customers of the delay. How hard would it have been to send out a mass email notifying customers of the supply issues and related delay? At least then people could have made an informed decision about whether or not to purchase a y test or upgrade. This is an issue that affects all who ordered a y test. A single mass email or notice on the website to notify customers would not have required a lot of effort on the part of customer service. It certainly leaves one with the impression that the company doesn't care all that much about its customers.

[larzus]

At the very least, if they didn't want to give any weaknesses away, the average process time for Y-DNA and MtDNA could have been set to four or six months (maybe 'due to popular demand'). It's not like there is competition to stay ahead of in that particular market. Then everyone who got their results sooner would be ecstatic, and everyone who didn't would be the smaller number who have every good reason to be upset.

I can only assume they didn't see it coming - not to this degree. Maybe this sales period brought them way more business than they had anticipated.

[ekc123]

At the very least, if they didn't want to give any weaknesses away, the average process time for Y-DNA and MtDNA could have been set to four or six months (maybe 'due to popular demand'). It's not like there is competition to stay ahead of in that particular market. Then everyone who got their results sooner would be ecstatic, and everyone who didn't would be the smaller number who have every good reason to be upset.

I can only assume they didn't see it coming - not to this degree. Maybe this sales period brought them way more business than they had anticipated.

Honestly, I've been with them since 2006 and it's always more or less been this way. It's easier to win the lottery than it is to get a straight answer from their customer service. Back when they were running the 'deep clade' snp test (I'm not sure if they still offer this or not), I had to call repeatedly to get through to customer service for a test that ultimately took a little over five months to complete. They've had delays before and they're never good about notifying customers concerning what is going on. They used to have two labs and claimed they didn't have as much control over testing going on in Arizona, but now I believe they just use the lab in Houston and all the testing is done 'in house.' They are either seriously understaffed in their customer service department, they don't actually care that much about customers, or their processes are so ultra secret that it takes an act of Congress to get a straight answer on delayed test results. I'm inclined to believe that a mixture of these first two possibilities is most likely the case.

[Howtree]

At the very least, if they didn't want to give any weaknesses away, the average process time for Y-DNA and MtDNA could have been set to four or six months (maybe 'due to popular demand'). It's not like there is competition to stay ahead of in that particular market. Then everyone who got their results sooner would be ecstatic, and everyone who didn't would be the smaller number who have every good reason to be upset.

I agree. Despite the months of delays for many customers, FTDNA continued to advertise the ytest processing time to be 6-8 weeks. You are right that building false expectations is not a good strategy. There Are studies that a happy customer will tell the good news to 2 people, but an unhappy customer will tell the bad news to 10 people on average.

[ekc123]

I agree. Despite the months of delays for many customers, FTDNA continued to advertise the ytest processing time to be 6-8 weeks. You are right that building false expectations is not a good strategy. There Are studies that a happy customer will tell the good news to 2 people, but an unhappy customer will tell the bad news to 10 people on average.

That's very true, but if the company is more interested in getting new customers than in keeping existing customers happy, it makes sense to exaggerate the promptness of testing turnaround times. I suspect that is the motivation in stating 6 to 8 weeks even with the knowledge of delays that will slow the actual testing process down. People may not purchase a test if they know in advance it is going to take six months and it seems to me that drawing in new customers is much more important to FTDNA than keeping existing ones happy.

[AngeliaR]

Yep, it was the BUG

Just checked and the "completed" panels have now been restored to pending with 2 - 4 weeks of processing yet to go.


I am actually hoping their predicted time is correct but know the due date could just be a smoke screen too. Wish it was more accurate and their communication was better.

I've been at this with them since 2005, so should not be surprised by much, but they do amaze me at times.

[Howtree]

Just checked and the "completed" panels have now been restored to pending with 2 - 4 weeks of processing yet to go.


I am actually hoping their predicted time is correct but know the due date could just be a smoke screen too. Wish it was more accurate and their communication was better.

I've been at this with them since 2005, so should not be surprised by much, but they do amaze me at times.

We had better luck getting results for one FF and one MTDNA - but the Y test is what our family is most interested in receiving! We are very upset to be in the 4th month of waiting now! We have a FF test pending that will soon be past due too.

[Tenn4ever]

We had better luck getting results for one FF and one MTDNA - but the Y test is what our family is most interested in receiving! We are very upset to be in the 4th month of waiting now! We have a FF test pending that will soon be past due too.

Yes, the FF tests are put out quickly. This draws new customers in with fairly quick results.

I agree, the Y tests to me give the biggest bang for your dollar and that's the ones which are really lagging behind.

I had a Y test which was waiting for results for almost three months when it came in on Dec 30....I ordered the upgrade just one day shy of when the promotion expired. However, NEVER again will I order a Y37...I will go for the Y111 to begin with ...a big savings to do so.