Batch 603 results

[MikeP]

I sent a customer support form with a simple question. Has my kit started processing yet. No answer.

[sunkeeper]

They wonder why people get upset and discouraged with the company. Not sure about when you paid for your test but I sent them my payment Dec. 30, 2014. What the heck happened to cash being 30 days, I've been waiting 100 days now since they got my money and I've gotten nothing what so ever in return.

We can't even get an answer!

[RDickinson]

Just for the record, I got exactly that message from the help desk last night, signed Darren Marin.

I don't think the message means anything ... it's the same message everybody gets ... some have reported getting this message and then getting results in a couple of days ...

[sunkeeper]

I've lodged a complaint with the BBB, I'd suggest others do the same.

I've also sent an email to Bennett Greenspan, via reply from my form letter from Darren as he doesn't appear to want his email address to appear anywhere on their site.

[Lwh02]

I had two in this batch. One came back last week, all panels returned the same day. FF for both kits came (batched 1/1/15) was returned 1/29/15. So I know that the sample was good.

Now the second one in this batch has returned none of the panels and has been pushed back--again--to 4/15-4/29 with this message:

<<Your testing is under review with our data assurance team. If we need action by you, we will send an email to the email address that is primary on the account. Thank you.>>

I totally do not want to hear that they need any action from me! I know that the sample was good.

I need to test two more people in my family, but can't see investing any more in this company.

[Pilman]

I've lodged a complaint with the BBB, I'd suggest others do the same.
link removed

I've also sent an email to Bennett Greenspan, via reply from my form letter from Darren as he doesn't appear to want his email address to appear anywhere on their site.

I also have filed a bbb report unfortunately I cannot find bennet greenspans email to directly contact him anywhere.

[Darren]

Out of the several lab checks I had there were two from this thread that had failed testing and were being rerun. If everything looks good on the second pass we should see the results within the time frame provided. This was from my lab contact. In the end any explanation will sound like an excuse and that is not what you paid for. You paid for results and you deserve them.
-Darren
Family Tree DNA

[dna]

Out of the several lab checks I had there were two from this thread that had failed testing and were being rerun. If everything looks good on the second pass we should see the results within the time frame provided. This was from my lab contact. In the end any explanation will sound like an excuse and that is not what you paid for. You paid for results and you deserve them.
-Darren
Family Tree DNA

Darren, unfortunately it is not what we are after... It is the communication failure that gets us.

The problem was best exemplified yesterday (the 8th of April) when it became clear that the current processing timeframe, as it is known to FTDNA, is not reflected in the turnaround time being attached to new batches on the same day...

It is like buying a new house from a builder. If he tells you outright, that it is going to take 6 months, you may be very, very happy when getting your keys after 180 days. And even more so, if you were given accurate progress reports along the way. If the builder told you, that the house was going to be ready in 8 weeks, and you got it on the 180th day, you would be extremely unhappy by then, regardless of truthfulness of the reasons for the delay. And your unhappiness would be compounded if each time after contacting the builders office you were given a stock response (even if it were the right one).

W. (Mr.)

[win123]

A few comments:

Why so many samples doing y-dna tests have failed during the run? Is this related to the new procedure adopted in December?

Suggestion - it would help tremendously if FTDNA provided panel results as it used to do. It would be partial but at least people would have something. A disclaimer could be provided that results are not final until the process/ steps are complete.

Customers want to be seen as partners in this process, not the enemy or annoyances.

I truly wish that FTDNA will continue to be successful for many years to come. Their services are unique and valuable. We all like getting the results and feeling part of the team.

[Osiris]

Well, got the remainder of my 37>67 upgrade yesterday. So two panels came in on 3/4 and the last on 4/8.

[Tenn4ever]

Well, got the remainder of my 37>67 upgrade yesterday. So two panels came in on 3/4 and the last on 4/8.

Batch 603

[win123]

My dates have been pushed back again to 4/29. Has anyone from batch 603 received their Y-dna results?

Is there something going on with the new STR process that is causing so many kits to fail?

[Darren]

I haven't seen a huge jump in the number of kits that have been failing. Part of it is the vague nature of the automated wording on the pending results section of the myFTDNA page. This is something I am pushing to be improved (to keep time frame also in the expected turn around times that we are actually seeing).
If I recall correctly win123, when I checked for the lab for you, your sample actually had failed and was being rerun.
-Darren
Family Tree DNA

[selah]

I haven't seen a huge jump in the number of kits that have been failing. Part of it is the vague nature of the automated wording on the pending results section of the myFTDNA page. This is something I am pushing to be improved (to keep time frame also in the expected turn around times that we are actually seeing).
If I recall correctly win123, when I checked for the lab for you, your sample actually had failed and was being rerun.
-Darren
Family Tree DNA

Darren, a change in the wording to be more specific is absolutely needed in the automated message as well as a separate message for each type of test. The Y and mt tests take longer and should not receive the same expected results as a FF test. If my FMS is going to take four months, I'd rather know that up front as well as if my test is being rerun or the sample failed. I hate checking daily to see if my results are posted since the expected results date has been pushed out and seems immaterial anyway. A run on BBB complaints isn't what a company wants.

[Darren]

I agree, I strongly dislike that system. It works fine for the most part if everyone wasn't being shown overly optimistic time frames in a time of system wide delays.
-Darren