Announcement

Collapse
No announcement yet.

Beware of silently disappeared test orders!

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Beware of silently disappeared test orders!

    Today, a project member posted on my project's Activity Feed:
    ---
    I submitted and paid for MTDNA and Y-DNA and Haven't received the results.It's been six months now.
    ---

    I went to his account's Order History, and found this:
    ---
    mtDNA Plus
    Ordered 10/15/2014 592
    Batched 10/16/2014 592
    Y-DNA37
    Ordered 12/17/2014 601
    Batched 12/18/2014 601
    ---

    Notice that the tests are neither Completed nor Pending; they have simply vanished into Limbo. Likewise, they do not show up on my GAP's Pending Lab Results page.

    I wrote to FTDNA via the "urgent" project email address, and received this response:
    ---
    We emailed on Dec. 23 that we needed to confirm a mailing address to send a kit out for additional sample, but have never gotten a reply. The samples we had on hand did not pass quality controls.
    If Mr. NN will verify that the following address is correct, we can send another kit out for new sample:
    ---

    Am I the only one who considers this behavior totally unacceptable, on several different grounds? At the very least:
    - FTDNA should place a big red warning on the account's main page, that a test cannot be completed due to lack of sample.
    - FTDNA should mark the test as Pending or Waiting or some such. FTDNA should not silently remove the test from the GAP's Pending Lab Results page, because that's my only way to keep track of tests that are shockingly late.
    - FTDNA should explain why a customer who submitted a fresh set of samples in August 2014 should have to submit another set of samples only a few months later, after only one completed test (Family Finder).

    My family and friends say that I need to be more suspicious of people, so here's my suspicion:

    I think FTDNA suffered a catastrophic loss of samples or data in late 2014, but refuses to admit it and is instead putting all the blame and burden on the customer--to the extent of hoping that customers will simply forget that they ordered tests!

  • #2
    I agree there needs to be better follow up on kits that are awaiting new samples. I know the database is occasionally queried for outstanding tests that need new samples, but I am not certain as to when the last time this was done.

    As far as the massive data loss and hoping that customers would just forgot. No, there is no devious plan to not do testing.

    I did report a similar issue to the disappearing test process a while back, and I will go ahead and follow up on that. I am sorry for the trouble this has caused.

    -Darren
    Family Tree DNA

    Comment


    • #3
      Originally posted by Darren View Post
      I did report a similar issue to the disappearing test process a while back, and I will go ahead and follow up on that.
      Thank you.

      Comment

      Working...
      X