Ordered an upgrade to Big Y 700 on 23 Dec, it was batched same day, #1042, estimated 2/18 to 3/2/2020, which is already an egregiously long turnaround time in its own right.
In typical FTDNA fashion, they waited until two or three days into the estimated delivery range to update the sample to state "your results have been delayed. Your new estimated time of delivery is 3/2/2020 - 3/16/2020".
When I logged an inquiry into the reason for the delay, I received a reply to the effect that..."actually, your sample failed QC several weeks back and is being rerun "at our highest priority" throughout the month of February which will delay your results 4-6 weeks. It's likely the generic delay message on your kit right now is incorrect, more likely you will see results sometime towards the end of March....[insert insincere copy/paste boilerplate garbage about they're sorry for the inconvenience] Please let me know if you don't have results by 27 March so I can follow up on this for you further."
Why on earth would you rerun a failed sample without telling the customer, updating the results ETA and asking for a new sample, when you knew it had happened "several weeks back"? What if this one fails? Will I be asked for a new sample, delaying the results 6-8 additional weeks and dragging into the summer months?
This would make it an 8 month turnaround on a Christmas order.
I replied asking for my money back. Wish I'd never done business with this company. Run, do not walk, away from FTDNA. Posting the same review/warning at Facebook.
In typical FTDNA fashion, they waited until two or three days into the estimated delivery range to update the sample to state "your results have been delayed. Your new estimated time of delivery is 3/2/2020 - 3/16/2020".
When I logged an inquiry into the reason for the delay, I received a reply to the effect that..."actually, your sample failed QC several weeks back and is being rerun "at our highest priority" throughout the month of February which will delay your results 4-6 weeks. It's likely the generic delay message on your kit right now is incorrect, more likely you will see results sometime towards the end of March....[insert insincere copy/paste boilerplate garbage about they're sorry for the inconvenience] Please let me know if you don't have results by 27 March so I can follow up on this for you further."
Why on earth would you rerun a failed sample without telling the customer, updating the results ETA and asking for a new sample, when you knew it had happened "several weeks back"? What if this one fails? Will I be asked for a new sample, delaying the results 6-8 additional weeks and dragging into the summer months?
This would make it an 8 month turnaround on a Christmas order.
I replied asking for my money back. Wish I'd never done business with this company. Run, do not walk, away from FTDNA. Posting the same review/warning at Facebook.
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