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  • #16
    It is possible there was a problem with the sample. Did you swab and then leave the swab heads in the vials? If the kit arrived in Houston early November and your results are still not done, contact FTDNA.

    At the top of this page click on "Customer Support". In the Support section click on "Open a request" to fill out a form. They will reply to you through email. Or you can call them. Move the mouse over "Contact Us" to see their number and hours.

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    • #17
      Originally posted by ltd-jean-pull View Post
      Has it been batched?
      No.

      November 07, 2016 to today's date - not "Batched" not "received" as stated above.. "Pending"

      Mailed in the envelope that came WITH the kit as I did with NINE other samples from different donors.

      My discretionary funds for this this year has already been accounted for there's absolutely no way I am going to call LD to USA. My plan involved trust that FTDNA would actually TCB as I contracted for when I purchased the kit for an elderly uncle.

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      • #18
        No idea what TCB means. Then don't call them. Just open a request. Did you have a tracking number on that package?

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        • #19
          Lost kits

          Hi,
          This is the web site it should get you to a form to fill out for problems Help Desk here: https://www.familytreedna.com/contact.aspx#contactForm

          TCB usually means Taking Care of Business.

          Cheryl


          Originally posted by DADIG View Post
          No.

          November 07, 2016 to today's date - not "Batched" not "received" as stated above.. "Pending"

          Mailed in the envelope that came WITH the kit as I did with NINE other samples from different donors.

          My discretionary funds for this this year has already been accounted for there's absolutely no way I am going to call LD to USA. My plan involved trust that FTDNA would actually TCB as I contracted for when I purchased the kit for an elderly uncle.

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          • #20
            DADIG,

            You can also send me a private message with your kit number and a contact email address and I would be happy to take a look.

            -Darren
            Family Tree DNA

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            • #21
              Kits

              Hi Darren,
              Could you tell us how the process works at FTDNA once the kits get picked up at the post office.
              I am curious since where I work part of my job is Check-in.

              Do the same people who open the kits also scan them in (check-in)using the barcode and then we get an e-mail saying the kit has arrived. Then when batching day comes they gather so many and batch them up and scan them in so another email goes out telling us what batch they are in and the expected date the test will be completed if all goes well.

              I have a total of 11 Family Finder kits and other kits.
              I have not rec. an e-mail for all saying they have been checked in. One that FTDNA picked up last Fri. from the post office that has not been checked in so far I filled out an online form and waiting to hear back.

              Thank you
              Cheryl
              Last edited by CAM; 13 January 2017, 06:04 AM.

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              • #22
                Kits

                I rec. this message 5 min. ago
                "each kit is required to go through a mandatory quality control check in process" Does anyone know what this means?

                Thank you
                Cheryl



                "Hello Cheryl,

                Thank you for contacting Family Tree DNA. We have not checked your kit in yet. Although USPS may report a package as delivered, it can take an additional week or so for us to confirm that we have it because each kit is required to go through a mandatory quality control check in process. Once your samples have successfully been checked in you will be notified by us via email that we have your samples. Thank you for your patience."

                Sierra P.
                Information Specialist
                Family Tree DNA

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                • #23
                  CAM, the FTDNA video shown in post 7 of this thread may shed some light on the process. The next post in that thread gave some breakdown of the content, by time.

                  I don't recall if it covers this "mandatory quality control check," but does cover the post office, and what happens afterward.

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                  • #24
                    Agreed, the 20 minute mark on the video starts to discuss what happens after check in. The Quality Control I am guessing refers to what they talk about the 18 minute mark, regarding account information and sample vial integrity.

                    -Darren
                    Family Tree DNA

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                    • #25
                      Thank you, Darren.

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                      • #26
                        "Glitch"

                        Is the response I got for a kit received November 07, 2016 that is still showing "pending"

                        Doesn't bode well that others (yes plural) who I know are paper trail cousins are not showing up on mtdna test results.

                        Odd my biological/dopplar daughter in appearance to my mother and myself does not appear as a genetic relationship to various relatives yet do to me, my sister, my mother, my mother's cousin, my mother's cousin's son......all of us paid for full sequence mtdna testing.


                        Originally posted by patriciaq View Post
                        I show on my profile that my test kit was sent on 12/5/16. I sent it back on the 9th of December. According to the information on the site, they batch the kits they receive every Wednesday and I can look on Thursday to show that my test was received.

                        Okay, it's January 3rd now. And the "Received by Lab" is STILL saying pending. All I can think of is my test got lost in the return mail. And I've tried contacting them through their message contact service, tried calling the contact number... I've tried EVERYTHING. Phone is ALWAYS busy. No reply from messages sent. Does ANYONE have anything to tell me that might help????

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                        • #27
                          While most of my kits return in 2 weeks or less, I have had 2 kits that were "lost" in the mail system for 6 weeks. For that reason, I try to take a photo of the return envelop so I can track its progress. It can take a really long time between point A post office and point B post office. And I have always shipped from the same two post office locations and this has occurred from both of these start points. Right now I have a "missing" kit again, but I don't know if my sister shipped from a different post office. Probably. And she probably didn't think to take a picture of the return label for tracking purposes.

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                          • #28
                            Originally posted by DADIG View Post

                            Odd my biological/dopplar daughter in appearance to my mother and myself does not appear as a genetic relationship to various relatives yet do to me, my sister, my mother, my mother's cousin, my mother's cousin's son......all of us paid for full sequence mtdna testing.
                            We're "making do" with one full mtDNA using one woman and will assume that her sister and maternal half-aunt's children are the same.

                            Comment


                            • #29
                              KATM, Darren,

                              Thank you.


                              If anyone is looking for their kit to be checked in mine took 9 days counting the day FTDNA picked it up from the post office.

                              Cheryl




                              Originally posted by KATM View Post
                              Thank you, Darren.

                              Comment


                              • #30
                                No Email for batched kit

                                If anyone thinks their kit should be batched this week you may want to take a look and see if it shows awaiting results.

                                I have a family member Family Finder and never rec. an e-mail telling me it was batched. It was batched yesterday 18 Jan 2017.

                                I have had this happen many times before.

                                FF Batch no. 715 expected date 02/08/2017 - 02/22/2017

                                This is another relative who I put in for a test to be run the end of Dec her DNA has been at FTDNA for over 1 year.

                                Awaiting results.

                                mtFull Sequence mtDNA Coding Region Batch 710
                                date expected 02/13/2017 - 02/27/2017
                                Last edited by CAM; 19 January 2017, 05:15 AM.

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