Increased Number of Failed Samples/Tests

[telly441]

Has anyone noticed the large number of failed samples being returned or complained about in the forums? Is FTDNA wasting our samples trying to refine their new equipment/primers/staff?

If they are wasting our samples refining there testing process what does that do to kits who family members have passed away...wasting stored DNA.

We used to never hear about so many issues with test QC and failing samples.

[dna]

Has anyone noticed the large number of failed samples being returned or complained about in the forums? Is FTDNA wasting our samples trying to refine their new equipment/primers/staff?

If they are wasting our samples refining there testing process what does that do to kits who family members have passed away...wasting stored DNA.

We used to never hear about so many issues with test QC and failing samples.

No, I have not noticed that.

On the other hand, there are many people whose kits were processed by the lab (completed), but they were not fully processed by the front-end system and the automated notification system slaps on a message about a failed QC.

W. (Mr.)

P.S.
Just guessing...

[telly441]

I do appreciate your reply but you always are in defense of FTDNA throughout this entire forum. I am just making a statement no other meaning intended.

If you read through a lot of the threads that have to do with delay and postponed results you will notice a theme. First it is sorry for the delay, second we understand your frustrations, third it is results are being reviewed by QC and then either you get results or you receive the status message that you test has failed QC and we will be retesting a new sample.

Since December the postings about people receiving the failed QC results have increase considerably and it is at the same time that they had to switch equipment because of primer supplier issues and R&D the new test procedure.

[Sarmat]

I think the failed test excuse has always been just that - an excuse that Customer Service picks at random to justify processing delays.

The reason it appears to have increased in frequency lately -- with no evidence that it actually has, of course -- is that they decided to add it as part of the automated status reports.

I'm guessing the thinking behind it is that "your test failed QC" sounds better to the customer than "actually, we haven't even started running your test yet".

[dna]

I do appreciate your reply but you always are in defense of FTDNA throughout this entire forum. I am just making a statement no other meaning intended.

If you read through a lot of the threads that have to do with delay and postponed results you will notice a theme. First it is sorry for the delay, second we understand your frustrations, third it is results are being reviewed by QC and then either you get results or you receive the status message that you test has failed QC and we will be retesting a new sample.

Since December the postings about people receiving the failed QC results have increase considerably and it is at the same time that they had to switch equipment because of primer supplier issues and R&D the new test procedure.

I took your question without any second meaning, as QC problems would be of concern to me too.

See also Sarmat's response.

And I had thought that I am not one-sided in my opinions on Family Tree DNA

Glass can be half-full or half-empty, I am trying to provide a balanced view. E.g. I am trying to point out that we all are missing communications from FTDNA. Am I only writing about mere plausible possibilities? Sure I am, but the same applies to most of the original questions. We are only guessing what is going behind the scenes, while I (and probably many others) feel that the company should do a better job in CR. Especially when taking into account that they do process thousands of samples and many with multiple tests.

Am I overly optimistic? I do not think so , I just try to lighten up my answers, but if you take a look how I respond to some optimistic posts about result interpretation, you should notice that they are often pessimistic in nature (i.e. I am saying that something cannot be done or is not what it seems...).

Thank you for your feedback, I will try to reduce my forum presence.

W. (Mr.)

[Petra]

Thank you for your feedback, I will try to reduce my forum presence.

W. (Mr.)

I enjoy reading your posts, BECAUSE they are not overwhelming negative and keep the other side into account.

Understanding clients anger for delays, lack of communication through FTDNA itself, I was sometimes fed up by all the grumbling and lack of a little patience of some clients. So I appreceated the Balance you tried to offer with your postings.

When being a genealogy researcher (wheather per DNA or paper documents), passion and patience is necessary.

There is no reason to draw back your opinions from the forum or playing the Leberwurst, the opposite is true. Thanks Mr. W. :-)

[telly441]

I guess I am more critical at the moment about the failed test issue because I have three separate kits that are less the 2 years old fail on Y-DNA tests and upgrades. They are not the same batch and they are different Y-DNA tests. One is a 37 to 67 marker upgrade, one is a new 67 marker test, and the last is a 111 marker upgrade. All three have failed QC.

[M E M]

Has anyone noticed the large number of failed samples being returned or complained about in the forums? Is FTDNA wasting our samples trying to refine their new equipment/primers/staff?

If they are wasting our samples refining there testing process what does that do to kits who family members have passed away...wasting stored DNA.

We used to never hear about so many issues with test QC and failing samples.

I contacted FTDNA regarding the multiple failed QC messages I have received and was finally advised they are still working with my first vial, the second remains untouched.
So it sounds like our samples are safe.

Thank you for your feedback, I will try to reduce my forum presence.

Please do not reduce your presence. Positive feedback is never a bad thing and your posts are always valued.
At the same time checks and balances are also necessary and as consumers we are right to have expectations and when those commitments are not met, to express our frustration.

In January for example the quoted expected turn around time was 6-8 weeks for a Y-DNA 37 to 111 markers upgrade.
At this point I have been waiting for 17 weeks with a new projected time frame of 20-23 weeks from my original batch date.

I am all for patience and understanding to a point, however I do think there is a limit. With a backlog of tests waiting to be processed, these older orders should be addressed before any newer ones receive attention. In this instance that certainly does not seem to be the case. People with far more recent YNDA batches are receiving their results, while those of us who ordered months ago are still waiting and receiving automated excuses in thanks for our patience.

[M E M]

In January for example the quoted expected turn around time was 6-8 weeks for a Y-DNA 37 to 111 markers upgrade.
At this point I have been waiting for 17 weeks with a new projected time frame of 20-23 weeks from my original batch date.

I am all for patience and understanding to a point, however I do think there is a limit. With a backlog of tests waiting to be processed, these older orders should be addressed before any newer ones receive attention. In this instance that certainly does not seem to be the case. People with far more recent YNDA batches are receiving their results, while those of us who ordered months ago are still waiting and receiving automated excuses in thanks for our patience.

Quote from https://www.familytreedna.com/learn/...-results-take/

"After I return the kit, how long will results take?

As of May 26, 2015, our testing is running per normal turn around, except the following delays:

mtDNA – 9 to 11 weeks

Y-DNA -10 to 13 weeks

Family Finder – 5 to 6


Most of our tests typically take 6 to 8 weeks to complete from the time we receive your sample in our lab, except Family Finder, which is usually 4 to 5 weeks.

After we notify you that we have received your kit, you may login to your myFTDNA account to check your expected results date. Please note this is only an estimate and not a guaranteed results day, as a number of factors may cause your sample to be completed sooner or to be delayed."

[Uncle Lucifer]

As of May 26, 2015, our testing is running per normal turn around, except the following delays:

mtDNA – 9 to 11 weeks

Y-DNA -10 to 13 weeks

Family Finder – 5 to 6

I've read this blurb for the last three or four days and it's hilarious. To rephrase, "our testing is running per normal turnaround time, except for 98 percent of everything we do here."

Similar in the ... factor to "other than that, Mrs. Lincoln, what'd you think of the play?"

[lgmayka]

To rephrase, "our testing is running per normal turnaround time, except for 98 percent of everything we do here."

My interpretation is that everything is still backlogged except the Big Y and perhaps individual SNP tests.

[jsarnacki]

I don't think "failed" tests is necessarily the issue as much as "delayed" tests. I myself have had tests done on 7 people since December. Family Finders on all of them. Genographic on two of them. FTDNA yDNA on 2 of them. mtDNA on 3 of them.

I have had 2 test where the kits were severely delayed by mail.

I have had a LOT of delayed messages, but even with those messages MOST of still came back ON TIME or 1-2 days late if you look at batch to completion dates and first expected results ranges.

Of my yDNA, 1 kit did take a while, the other came in early.

Of the mtDNA I have ONE kit that is VERY delayed. This happens to be a kit where they received 2 samples, one for genographic with results back and 1 from a family finder with results back... both in timely manners. Now... why the mtDNA is taking forever on this one is beyond me... but of all the tests I have had ordered, if this is the only true problem test, I think I am doing pretty good.

So... I don't think it is a high TEST FAILURE rate... but I do think many are experiencing delays as well as other technical issues with the website. And while some of the "complaints" on this forum are definitely justified, I think too many get bent out of shape over these delay notices when their kits aren't even really all that delayed. I always take reading complaints on any forum with a grain of salt. The people who are the most vocal are the ones who aren't happy. For every person with a negative experience, there are usually many many more that you do not hear from with positive experiences.

[Sarmat]

So... I don't think it is a high TEST FAILURE rate...

The issue is that test failure is the excuse FTDNA most commonly offers for the delays.

[telly441]

The issue is that test failure is the excuse FTDNA most commonly offers for the delays.

Even if it is the most common excuse for the delay, it still gives the impression that the test has failed to yield results or failed Quality Control. Between this forum, Facebook posts, and other forums there has been an increase in postings about failed tests. This also started about the same time that FTDNA switched to new equipment with the issue of suppliers stopping the production of reagents and/or primers.

I still find it hard to believe that we have samples for Y-DNA ordered last year that still have not been completed.

[Sarmat]

Even if it is the most common excuse for the delay, it still gives the impression that the test has failed to yield results or failed Quality Control. Between this forum, Facebook posts, and other forums there has been an increase in postings about failed tests. This also started about the same time that FTDNA switched to new equipment with the issue of suppliers stopping the production of reagents and/or primers.

Yeah, it's a BS excuse. At least they've stopped trying to shift the blame to the customer for supposedly providing 'a poor quality sample'.