Cannot get reply to query!

[seawarrior]

I hate to have to do this but I am posting here as a last resort. I have emailed a query to the help desk 4 times since 8 Jan - 2 weeks ago now - and apart from receiving the automated reply to say that my query has been received, I have heard nothing back yet.
My query is in connection with a FF kit sent in November. My account page says it needs to be paid for, but it has already been paid for in June 2014. It is not a complicated matter but it is most frustrating not to receive even a reply.

[dna]

Based on my experience, a phone call is better when trying to resolve such issues...

W.

[seawarrior]

Thanks, yes it may come to that. I'm in Ireland and with time differences and cost etc., it's usually easier to email. But you're probably right.

[lgmayka]

I'm in Ireland and with time differences and cost etc., it's usually easier to email.

Have your project administrator call on your behalf, if possible. It's easier, of course, if you have some documented evidence of payment.

[efgen]

I have emailed a query to the help desk 4 times since 8 Jan - 2 weeks ago now - and apart from receiving the automated reply to say that my query has been received, I have heard nothing back yet.

Unfortunately, Customer Support received an overwhelming amount of email during the holiday sale in December, so I think they're still very backlogged. You'll get a response once they reach your email in the queue, but it definitely may take several weeks, as you are experiencing.

Elise

[Dna-donut]

Unfortunately, Customer Support received an overwhelming amount of email during the holiday sale in December, so I think they're still very backlogged. You'll get a response once they reach your email in the queue, but it definitely may take several weeks, as you are experiencing.

Elise

For his CS request to go unanswered for this long is simply bad business.

[seawarrior]

Thanks to all who responded. The suggestion to phone was a good one and I got the matter resolved entirely to my satisfaction as a result of calling. The kit is now (finally) in the lab - results eagerly awaited

[grahcom]

I use skype for international calls, cost about 3c per minute to call USA, so 20/30min call cost less than $1.

Remember also if you email more than once for the same query, it just makes the email list awaiting attention longer and longer. I find 10days/2 weeks is about normal for FTDNA to answer my email queries, but at the moment it's longer.

[flanged]

... but at the moment it's longer.

Yes, efgen earlier suggested 'several weeks'.
I'm at 4 weeks and counting, as we speak. boohoo
I am sure they are pedaling as fast as they can.

But one wonders about staffing levels.
Squeaky wheel here

[dna]

[----] But one wonders about staffing levels.
Squeaky wheel here

Given the nature of the lab...

I would bet on the lab equipment capacity...

W.

[Sarmat]

Given the nature of the lab...

I would bet on the lab equipment capacity...

W.

That was my thinking, as well. I surmise that it probably also contributed to the rush to move to NGS for the Y STR tests when complaints about the delays started to become more numerous.