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  • Delay after delay

    I ordered Big Y on 12/20/17 (batch 815) and it came with an upgrade to 111 STR markers (batch 818). Both have been delayed 4 or 5 times now. I have put in two recent ticket requests with no response.

    How does FTDNA stay in business with such horrible customer service? They seem to only care about selling tests and not bettering the features or service. They get away with volunteer admins doing all the real science.

    If ancestry offered y testing the would put FTDNA out of business.

    I get emails about worthless 12/12 matches every week. Are the still really selling 12 or even 37 marker YDNA tests? What a freaking joke, no wonder they can't get any results completed on time.

    Comment


    • Originally posted by Badger View Post
      I ordered Big Y on 12/20/17 (batch 815) and it came with an upgrade to 111 STR markers (batch 818). Both have been delayed 4 or 5 times now. I have put in two recent ticket requests with no response.

      How does FTDNA stay in business with such horrible customer service? They seem to only care about selling tests and not bettering the features or service. They get away with volunteer admins doing all the real science.

      If ancestry offered y testing the would put FTDNA out of business.

      I get emails about worthless 12/12 matches every week. Are the still really selling 12 or even 37 marker YDNA tests? What a freaking joke, no wonder they can't get any results completed on time.
      I am just buying and administering DNA tests for me and my family, and I have no inside knowledge about FTDNA business model or operations.

      Here is an overview of my basic knowledge on the topic of interest to you. Last November, FTDNA had presented that they are re-engineering the way Big Y and (some?) Y DNA STR tests are being done. Clearly we are not there yet, since no new VCF or BAM files are being generated.

      I am not a specialist in genetics or DNA testing, but it is my understanding that the actual reading from a DNA sample is only the first step. Then there is computer processing of enormous amounts of data. That takes significantly longer and typically any improvement or change in the algorithms used requires the calculations to be redone anew. Moreover, given the same raw results data a smarter (better) algorithm would extract more useful information, so the real work consists of devising and tuning the algorithms responsible for data analysis.


      Mr. W.


      P.S.
      There is no ETA from FTDNA yet.

      Comment


      • Originally posted by Badger View Post
        I ordered Big Y on 12/20/17 (batch 815) and it came with an upgrade to 111 STR markers (batch 818). Both have been delayed 4 or 5 times now. I have put in two recent ticket requests with no response.
        They have always answered me within a few days at most. Are you sure their emails aren't ending up in your Spam/Junk folder? You may be getting some of their emails like for matches but the replies could still be falling into your spam folder. They use a different email address for those requests.

        Originally posted by Badger View Post
        How does FTDNA stay in business with such horrible customer service? They seem to only care about selling tests and not bettering the features or service. They get away with volunteer admins doing all the real science.
        They do try to make features better. As pointed out by Mr. W, they started reworking the Big Y some months back. Most of it has been done but some of the more technical stuff is still not yet complete. They have mentioned other changes they intend but they are slow at it. Probably because they don't have a subscription based service like Ancestry, so they can invest only so much for some parts of the service.

        Originally posted by Badger View Post
        If ancestry offered y testing the would put FTDNA out of business.
        Ancestry used to offer YDNA/mtDNA tests. They started in 2007 and stopped in 2014. They started doing the autosomal DNA tests in 2012. They probably didn't see money in it like there is with autosomal DNA tests. FTDNA started before them and still does it.

        Originally posted by Badger View Post
        I get emails about worthless 12/12 matches every week. Are the still really selling 12 or even 37 marker YDNA tests? What a freaking joke, no wonder they can't get any results completed on time.
        Yes, you can order a Y12 or Y25 through a group project. But just because you get new Y12 matches does not mean they only tested up to Y12. They may have taken a Y37 but only match with you in the first STR level.

        You could disable the notifications for the lower STR level like Y12. Log into the kit. Move the mouse to the top right over the kit name and number. Go to Account Settings. Click on the Match and Email Settings. If you don't want to get notifications for Y12, select "No" for that level. This will stop those notifications but you also won't be able to see matches in that level. You can always turn it back on when you want them.

        Comment


        • It is funny how "The Contemplator" always responds to complaints, grumbles and gripes, hurriedly scampering to FTDNA's defense. The customer is always wrong. He or she must be a FTDNA employee or paid shill. Who really has the time to post that much and be FTDNAs advocate.

          Think about it people. Any normal company that has such poor customer service would be out of business. Every test I have ordered from them has been late.

          For over a year their family tree feature did not work, recall "Houston we have a problem"....now it is just slow and worthless.

          I bet when I do get a response it will be, "we did not have sufficient sample, so we are sending a new kit".. yeah right, it took you 5 to 6 months to figure that out. Just another delay tactic.

          I used to think FTDNA's autosomal testing was better, than ancestry, but not now. Ancestry's is more user friendly when comparing like matches. FTDNAs features are so slow and out dated. Just look at the aforementioned family tree feature and the stupid Facebook like project discussion pages.

          Comment


          • Originally posted by The_Contemplator View Post
            They have always answered me within a few days at most. Are you sure their emails aren't ending up in your Spam/Junk folder? You may be getting some of their emails like for matches but the replies could still be falling into your spam folder. They use a different email address for those requests.



            They do try to make features better. As pointed out by Mr. W, they started reworking the Big Y some months back. Most of it has been done but some of the more technical stuff is still not yet complete. They have mentioned other changes they intend but they are slow at it. Probably because they don't have a subscription based service like Ancestry, so they can invest only so much for some parts of the service.



            Ancestry used to offer YDNA/mtDNA tests. They started in 2007 and stopped in 2014. They started doing the autosomal DNA tests in 2012. They probably didn't see money in it like there is with autosomal DNA tests. FTDNA started before them and still does it.



            Yes, you can order a Y12 or Y25 through a group project. But just because you get new Y12 matches does not mean they only tested up to Y12. They may have taken a Y37 but only match with you in the first STR level.

            You could disable the notifications for the lower STR level like Y12. Log into the kit. Move the mouse to the top right over the kit name and number. Go to Account Settings. Click on the Match and Email Settings. If you don't want to get notifications for Y12, select "No" for that level. This will stop those notifications but you also won't be able to see matches in that level. You can always turn it back on when you want them.
            12/12 matches are usually not real matches. Did you not know that?

            Comment


            • Originally posted by Goharpers View Post
              Batch 817 is delayed again; results not expected till late April now. I’m not sure why they just don’t tell you at the time of ordering that it will be appropriately 5 months for results. And then you sign off on disclaimer that you may not be alive to see results. But they would at least give a best efforts to see that your designated heir would get it.
              I bet the Contemplator can figure this one out for you.

              Comment


              • Originally posted by Badger View Post
                I bet the Contemplator can figure this one out for you.
                Attacking someone because they put in their time and effort to try to explain a situation is inappropriate, in my book.
                And this is the third in a row.

                I have had FamilyFinder results that came in really fast, and others that took longer.
                I have found it very valuable for confirming relationships and confirming suspected relationships.
                I have yet to make any use of their Tree Function, and probably won't.

                Clearly this modification to Big Y is not going as smoothly and quickly as FTDNA had expected, as they had hoped, as you want, as others want, as all had expected.

                Comment


                • Upgrade from Y67 to Y111

                  This is a gripe, just a question.

                  Any idea how long it takes for results from an upgrade from Y67 to Y111?

                  It's been a couple years since I've done one of these so I'm wondering what the waiting time is currently?

                  Comment


                  • Originally posted by Badger View Post
                    It is funny how "The Contemplator" always responds to complaints, grumbles and gripes, hurriedly scampering to FTDNA's defense. The customer is always wrong. He or she must be a FTDNA employee or paid shill. Who really has the time to post that much and be FTDNAs advocate.
                    Hilarious. Others complained before your post in that same page and I didn't reply to them, let alone other threads. I gave information based on what I have seen or read, was not defending FTDNA's (in)actions. Was trying calm an upset person. I never said any customer was wrong. I wasn't the only one to reply to your post either. I'm no FTDNA employee but hey I wouldn't mind getting paid. But I'm not. By your logic, I should assume you are an Ancestry employee or paid shill. I haven't posted much. Once in a while I show up and reply to some threads that seem worth replying to then I disappear for a while. Just like others here as well.

                    Originally posted by Badger View Post
                    12/12 matches are usually not real matches. Did you not know that?
                    Depends. Since you get a ton of Y12 matches, in your case they will usually be false matches. For those that don't get a ton of Y12 matches, it is obviously a different story. I've had people take Y12 tests simply to help prove or disprove a theory on a possible connection. In your case, just disable it and be done with it.

                    Originally posted by Badger View Post
                    I bet the Contemplator can figure this one out for you.
                    You give me too much credit, but I'll take it!

                    Originally posted by loobster View Post
                    Attacking someone because they put in their time and effort to try to explain a situation is inappropriate, in my book.
                    And this is the third in a row.
                    Like I told Badger in an older post, it is an apt username. Actually, I wasn't keeping track of who I was replying to, so it only hit me now that it is the same user who didn't like my one reply to them. I just checked and that post was from 2 years ago. Time flies so quickly. I wouldn't have imagined that one or two sentences in a 2 year old post would have anyone still simmering with a dash of anger. Who really has the time for that?

                    Originally posted by Tenn4ever View Post
                    This is a gripe, just a question.

                    Any idea how long it takes for results from an upgrade from Y67 to Y111?

                    It's been a couple years since I've done one of these so I'm wondering what the waiting time is currently?
                    I did one on a kit I manage back in December (2017). It was batched on December 20 and results were available on January 8. Another person got theirs batched on December 18 but results came on January 11. A third person I know of took about a month after batching. The age and quality of the sample also play a role as well as the workload.

                    Comment


                    • Big-Y from batch 805 arrived

                      my father's Big-Y results arrived today ... yesterday the Haplogroup had already been updated, and the named SNPs were shown in "Y-DNA / Haplotree & SNPs".

                      Because I ordered in the Holiday Sale, and because it was known back then that the Big-Y testing/analysis process had effectively come to a halt because of the free(!) hg38 upgrade, I had guessed it would take like 6 months to get the results, but in the end it was "only" 4.5 months . Remember, the first thing I had learned from previous atDNA testing was patience The free Y111 test had results after quick 2.5 weeks, in December.

                      VCF file was available immediately today, uploaded it to yfull.

                      FTDNA's dev department must have massively underestimated the effort to do the hg38 upgrade though; plus it looks like they didn't prepare the upgrade in the background and switch when it was finished. But surely it is positive they ventured to improve their product and I hope they keep on doing that.
                      Last edited by chr; 8 April 2018, 05:17 AM.

                      Comment


                      • Bad input on my part. I meant to say 'This is NOT a gripe'. I left out the 'not'.


                        [/QUOTE]I did one on a kit I manage back in December (2017). It was batched on December 20 and results were available on January 8. Another person got theirs batched on December 18 but results came on January 11. A third person I know of took about a month after batching. The age and quality of the sample also play a role as well as the workload.[/QUOTE]

                        Thanks, so it looks like three to four weeks. That's not bad at all for an upgrade.

                        Comment


                        • Batch 833 (Y-DNA 12)

                          The same YDNA-12 kit has now been delayed for the second time, results are now expected from mid-April to early-May.

                          Oddly enough, a YDNA-12 order from much later batch (#837) received his results last Monday

                          I've asked the project member to ask FTDNA if this could be quality-control related.

                          Comment


                          • Batch 841

                            My Y-DNA37 has an expected completion of 4/23/18 to 05/07/18. My Family Finder and mtDNA are in the same batch with the same time frame.

                            Comment


                            • Originally posted by Burley View Post
                              Big Y bumped again . . .

                              Batch 814 Ordered 12/19/2018 now extended 4th time...

                              Results for your Big Y test have been delayed. We have updated your predicted completion date, and action by you is not usually required. Note that predicted dates are an estimate and subject to lab volume and quality control.

                              Expected 04/11/2018 - 04/25/2018
                              Bumped again.
                              Now saying 4/25/2018 to 5/9/2018
                              Glad I didn't hold my breath...

                              Comment


                              • Batch Number???

                                Batch #825 (Y-67) and #837 (Z36 SNP) pack ordered early Jan and keeps getting bumped. Anybody know where FTDNA is in the batch order?

                                Comment

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