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  • Expected dates and lab delays

    I also wanted to post this here:

    We understand that our current delays are frustrating our customers. Recent changes in our pending date process are also causing stress and this is not our intention. We want to provide each of you the most accurate, up-to-date information about where you are in the process. Keep in mind that at this time, we cannot message individual kits and tests. We message only by batch number and test type.

    What this means is that we initially tell you what your pending date is based on our average run time for that specific test at that time. We listened to your feedback and changed our pending dates to a date range to give you a better idea of when your test will be ready. As your testing reaches the end of your pending date range, we evaluate your batch and test type and determine how much additional time the overall grouping should need to complete the process. Our system does not know the exact reason your individual test may be delayed, only that it is not complete. In other words, your test may have failed and have to be completely reprocessed, or it may just need a final quality control check and be uploaded.

    We appreciate your continued patience as we work through our backlog. We have updated our Learning Center page to better reflect our testing times as well. You may read more here: https://www.familytreedna.com/learn/...-results-take/

    For the quickest response time to ask questions about your test status, please fill out a contact us form and choose the Test Status category: https://www.familytreedna.com/contact.aspx

    -Darren
    Family Tree DNA

  • #2
    Results please, no excuses.

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    • #3
      Originally posted by E19463 View Post
      Results please, no excuses.
      Well said. And when issues arise that affect production or processing tests in a timely manner, please notify customers. That has been what has angered me the most after reading about the supply issues in the forum.

      Comment


      • #4
        Originally posted by Darren View Post

        For the quickest response time to ask questions about your test status, please fill out a contact us form and choose the Test Status category: https://www.familytreedna.com/contact.aspx

        -Darren
        Family Tree DNA
        I did not get any answer. Only excuses.

        Comment


        • #5
          I agree that there needs to be more effective communication with lab delays and retests. It is something I have been pushing for. I will also be happy to help try and get some answers regarding status. I may only be able to say that a panel failed and it is being rerun, but I can at least try and get things rolling.

          -Darren
          Family Tree DNA

          Comment


          • #6
            Originally posted by Darren View Post
            I agree that there needs to be more effective communication with lab delays and retests. It is something I have been pushing for. I will also be happy to help try and get some answers regarding status. I may only be able to say that a panel failed and it is being rerun, but I can at least try and get things rolling.

            -Darren
            Family Tree DNA
            Darren honestly, I do not think the root cause of FTDNAs problem has anything to do with holidays, with a temporary surge in demand, with missing ingredients or with tests that have to be rerun and so on. To me it seems rather that FTDNA cannot handle the amount of work. Letting us wait for so long is not a feasible, viable way to handle this problem. As much as I can oversee it reading in this forum the problems are in no way new but they began last summer. I see no remediation so far as I ordered a second test kit in January and got it over 4 (!) weeks later. After sending it to you on 11th of February you still refuse to confirm that you received the kit by sending me this email yesterday:

            Dear Cetin,
            Regarding kit number B39155, once we receive the kit, it still may take a few days for our shipping department to check it in by hand. We receive kits in large bags that have to be processed individually.
            If you have not received an email that the samples have arrived by late next week, let us know and we will have a replacement sent.
            Jeremy B.
            Information Specialist II
            Family Tree DNA


            By the way, for how long can the kit be let unprocessed before decomposing?
            Last edited by E19463; 27 February 2015, 01:16 AM.

            Comment


            • #7
              I had to look at my emails, I ordered the 2nd test kit on January, the 6th and received it on February the 11th (sending it back the same day), so that makes even over 5 weeks! And like I said, now I am waiting for you to confirm that you got the kit back. Things seem to get worser, not better at FTDNA.
              Last edited by E19463; 27 February 2015, 01:28 AM.

              Comment


              • #8
                Originally posted by E19463 View Post
                [----] By the way, for how long can the kit be let unprocessed before decomposing?
                Just happened to unwillingly observe that last year. After two years in room temperature (20°C/70°F) the FF & FMS tests were completed on the first try.

                W. (Mr.)

                Comment


                • #9
                  Sending back to FTDNA

                  To everybody who send vials back to FTDNA, I recommend that they ship with tracking, but without a signature required.

                  You would always know where the package is . There is only one gotcha. At the end USPS says delivered. Well kind of... It is something akin to UPS (not USPS!) leaving a packet on your doorstep and entering delivered into the system. It is a scan when USPS places the package into a delivery bag. It is my understanding that the bag/the bags with samples is/are delivered once a week, so actual delivery will be 0-7 days from the USPS marking the package as delivered.

                  W. (Mr.)

                  P.S.
                  Darren, you may want to clarify how the process really looks like...

                  Comment


                  • #10
                    Originally posted by dna View Post
                    Just happened to unwillingly observe that last year. After two years in room temperature (20°C/70°F) the FF & FMS tests were completed on the first try.

                    W. (Mr.)
                    I hope it won't take that long!

                    Comment


                    • #11
                      Originally posted by dna View Post
                      Just happened to unwillingly observe that last year. After two years in room temperature (20°C/70°F) the FF & FMS tests were completed on the first try.

                      W. (Mr.)
                      That makes it even less believable when they try to blame the customer (poor sample quality) for lab delays.
                      Last edited by Sarmat; 27 February 2015, 07:59 AM.

                      Comment


                      • #12
                        deficient processes

                        I agree with postings. Many of us understand how efficient businesses are run. Unfortunately, FTDNA either is too small and incapable of handling the amount of business as it was stated or their processes are outdated and ineffective.

                        It is my understanding that the kits arrive at the local post office and can sit there up to a week waiting to be picked up by the lab. This is what causes an extra week delay at best. Then the bags with kits are brought to the lab and may sit another few days waiting to be batched. Sometimes but not all of the times an email or date will be updated for kit saying that kit was received and then when kit is batched. Then the other delays start.

                        It seems amazing that in this day and age of internet and instant communication FTDNA's communication with its customers seems so far behind.

                        Comment


                        • #13
                          You forgot to mention that kits do not start being processed when they are batched. They are then "in queue" for the available processing resources. Availability of resources is impacted by how many re-runs from prior batches are needed, since these are reported to go back to the head of the queue for reprocessing. Not all kits from the same batch seem to be processed at the same time.

                          One huge communication problem is that customers are not told when processing of their kit has started. So if actual processing takes a typical six weeks, people in a batch will start looking for their results about six weeks after being batched. However, it's possible that they haven't even begun processing at that point. All customers get after the initial expected results time window is delay after delay. Plus the statement that about 10% of kits need to be re-run, implying that that is the case for each specific customer. The explanation might be true for some, but does not fit entire batches being "late". When an entire batch is late (presumably because of a late beginning for processing) then 10% of those will have to wait another processing cycle because they actually did fail QC.

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                          • #14
                            If you ask me, it's a great big mess.

                            Comment


                            • #15
                              sense of urgency missing

                              Agree. FTDNA seems to lack a sense of urgency in processing our 'kits'. This is their business. Everyone of those kits represents revenue that someone paid (not cheap) them to process. These kits have been entrusted to them by their customers with the expectation that they will be treated with the utmost care and efficiency. Don't they realize that if the kits stop coming their business goes away?

                              At a minimum they should automate communication so that at every stage a kit barcode is scanned and it reports where in the process the kit is so that we the customers can see where our kits are. Nobody likes to be in the dark especially when we have to keep asking and waiting for so so so long.

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