Batch 603 results

[Buckeye Tree]

Supplier

I am in batch 605 and my date has changed 3 times and is now 4/1 to 4/15. I am not complaining, just wondering if my dna had to be retested, but it appears that isn't the case if 603 hasn't gotten theirs yet either.

They lost a supplier and had to find another, which forced them to figure out how to do tests with the replacement. I was messaged they are running about two weeks away from the 603 batch.

[lsherer]

602

Not all of the 602 have finished processing. I upgraded to a y-67 and my batch was 602 and I still haven't received anything. It says by 3/11. But I'm wondering if that is going to get changed again.

[MikeP]

Not all of the 602 have finished processing. I upgraded to a y-67 and my batch was 602 and I still haven't received anything. It says by 3/11. But I'm wondering if that is going to get changed again.

I think you're the kind of customer who deserves some information about your status. It makes a big difference in when to expect results depending on whether your kit was delayed a few weeks because of space and started with the first of the 603s or if your kit failed a panel that needs to be rerun or if ftdna needs to run some additional panels to pin down your haplotype or maybe the poster dna is right and you just got a slower processing method.

You shouldn't have to sit waiting in the dark ...

[E19463]

They lost a supplier and had to find another, which forced them to figure out how to do tests with the replacement...

So FTDNA presents us a scapegoat, the supplier.
I am not satisfied with this explanation.

[sunkeeper]

Looked to see if perhaps results were in as the latest due date was tomorrow. Imagine my surprise when I found "An increased demand for our testing has caused unexpected delays. We understand your frustration in not receiving your results as anticipated. We appreciate your patience as we work to provide you with reliable, accurate results."

Now expected 03/25/2015 - 04/08/2015

This certainly doesn't appear to be what others have gotten that they've changed companies and have been trying to find ways around it.

[E19463]

...
"An increased demand for our testing has caused unexpected delays...."
...

This certainly doesn't appear to be what others have gotten that they've changed companies and have been trying to find ways around it.

Well, maybe they read in my previous post that I was not satisfied with the supplier scapegoat story, so they changed reasoning?!

Whatever their excuses are, they should deliver the service they promised in the time they promised.

[Buckeye Tree]

#3

This is my third push-back update. The increased demand argument is ridiculous. If you run a sale near the holidays, you can predict you will have more samples to run.

ftDNA needs to come out and say it had a change of supplier, had to rethink its process, and is running behind. Apologize and fall on the sword. That's a PR thing, and the company has a PR problem with its customers. While ftDNA can delete posts to its Facebook page, they can't delete tweets. Customers can organize a day of protest when people tweet a complaint on that day. Maybe March 16, and tweet something like, Don't know if I am Irish because ftDNA can't finish the job. Then, that reaches a broader audience, and the company may finally do something about customer service.

On the customer service side, ftDNA could also offer partial refunds. Even $10 per month delay refund somewhat eases the pain. Or offer a 1/2 price upgrade reimbursable after ftDNA is back on schedule.

[Tenn4ever]

**Sigh** I got the same message. I don't want refunds. I want the results. Mine is an upgrade to Y111 from Y37. It looks like it's going to be another kit that's over 3 months from time batched until results.

[Buckeye Tree]

**Sigh** I got the same message. I don't want refunds. I want the results. Mine is an upgrade to Y111 from Y37. It looks like it's going to be another kit that's over 3 months from time batched until results.

I don't blame you. It is frustrating. ftDNA is making it worse by doing nothing. My previous pushback window was to end 3/11, so I was not surprised by being given another window. But it jumped not to a start date of 3/12-- it starts at 3/25. That's just one more thing to drive me crazy.

[MikeP]

I think the delay messages are automated and bear no relation to the actual status of your kit ...

[win123]

lab

Heard that the FTDNA lab is very small. It seems that they were very unprepared for the increase in demand. What worries me is how many slots they can allocate for the Y-STR tests with each batch. It could be only a handful which would explain why it takes so long.

[Nedry]

Waiting...waiting...waiting

I'm in batch 603. I've been pushed back at least twice. The third was a week or so ago. At least in the past, when they push it back, I was still in the window. This time, I have to wait 2 weeks just to find myself back in the window of projected delivery time. I'm hoping that means they're being more realistic with their projections, but based on others' experience and my past experience, I'm not terribly hopeful.

I'm rooting for FTDNA to do well - just as I am for Ancestry and 23andMe. Success by these companies is good for all of us. I just hope that FTDNA figures out that the small negative impact of being more transparent is offset (by far) by the reduced amount of frustration. More honestly communicating problems and delays may frustrate people a little bit, but an ongoing growing frustration has a much more dramatic effect.

Right now, I'd suggest to anyone that asks me that they test somewhere else. Or, at least that they prepare for a wait that is 1-2 months longer than the estimated wait.

[Darren]

Hello,

I can understand your frustration. I continue to let your complaints be heard by management and will continue to do so. Here are the current turn around estimated for the testing: https://www.familytreedna.com/learn/...-results-take/ . If your test is still not been completed and it has been longer than the allotted time mentioned from the date the test was batched, it could be due to a failure. If it is still within the time frame it is likely just a delay. I am sorry for the frustration this causes. Once this current backlogged is clear this time frame will begin to improve.

Should the time frame reference for your test have already passed please free to either contact the help desk, or send me a private message with your email address and kit number and I would be happy to contact the lab and see what may be going on.

-Darren
Family Tree DNA

[Tenn4ever]

Hello,

I can understand your frustration. I continue to let your complaints be heard by management and will continue to do so. Here are the current turn around estimated for the testing: https://www.familytreedna.com/learn/...-results-take/ . If your test is still not been completed and it has been longer than the allotted time mentioned from the date the test was batched, it could be due to a failure. If it is still within the time frame it is likely just a delay. I am sorry for the frustration this causes. Once this current backlogged is clear this time frame will begin to improve.

Should the time frame reference for your test have already passed please free to either contact the help desk, or send me a private message with your email address and kit number and I would be happy to contact the lab and see what may be going on.

-Darren
Family Tree DNA

Darren thank you for the update. The Y111 upgrade I'm waiting on (603) will be 12 weeks on 3/25 but then, again, I had a Y37 (upgrade from Family Finder) which was batched on 11/13 and did not complete until 2/26. That was 15 weeks. There was never anything said about needing another sample.

[MikeP]

Anybody receive 603 y-dna results yet? ... heading into week 12 ...