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  • BIG Y Results not in yet...

    Has anyone had a delay in their BIG-Y results? There was an email from Bennett Greenspan that stated:

    "We have greatly upgraded and improved our processing pipeline to facilitate the unexpectedly high demand for BigY, but as a result we are happy to announce that new orders (as well as orders filled by new kits) have a newly reduced turn-around-time of 8 weeks."

    My order was batched 6/19/14. On 9/11/14 it will be 12 weeks.


  • #2
    Hi Red,

    The estimated timeframes are for tests that complete without problems, and on the first run. If there was any issue with your test and additional analysis or testing needed to be done, then the test will take longer.

    Please contact our Customer Support team, and they can check on the exact status of your test.

    http://www.familytreedna.com/contact.aspx

    Elise

    Comment


    • #3
      Thanks Elise. We'll see what they have to say, hopefully it will be better news.

      Comment


      • #4
        Mine took ~9 weeks from June 9th. Also, the ETA was continually adjusted so I could see something was happening.

        Comment


        • #5
          Originally posted by efgen View Post
          Hi Red,

          The estimated timeframes are for tests that complete without problems, and on the first run. If there was any issue with your test and additional analysis or testing needed to be done, then the test will take longer.
          My Big Y was in the same 'batch' as Red's. When I asked why my status page had said "1-2 Weeks" for almost 5 weeks, Customer Service told me last week that my results were late "due to lab volume".

          Originally posted by Morgan T., Lead Specialist, FTDNA
          I have spoken with the lab and tour testing was delayed due to lab volume. It is currently in the final stages of testing and if it passes quality control, results should be available in about 2-3 weeks. We sincerely apologize for the delay in your testing.
          That's probably closer to the truth than the ol' "your test failed" stock answer, which a lot of us have stopped believing.
          Last edited by Sarmat; 8 September 2014, 07:16 PM.

          Comment


          • #6
            Originally posted by Sarmat View Post
            My Big Y was in the same 'batch' as Red's. When I asked why my status page had said "1-2 Weeks" for almost 5 weeks, Customer Service told me last week that my results were late "due to lab volume".
            You're absolutely right, lab volume is indeed another possible reason for the delay. And, in fact, since we're talking about tests ordered during the Father's Day sale, it's probably the more likely reason.

            Of course, having Customer Support check on the actual status of his kit is still the best thing to do.

            Elise

            Comment


            • #7
              red, I'm still waiting for three Big Y tests. One was batched the week before yours and the other two in the same batch as yours.

              Susan

              Comment


              • #8
                Originally posted by similligan View Post
                red, I'm still waiting for three Big Y tests. One was batched the week before yours and the other two in the same batch as yours.

                Susan

                Thanks Susan, hopefully we will get our results soon. 12+ weeks is a long time to wait.

                Comment


                • #9
                  Clan Donald is still waiting for a BigY ordered within
                  four HOURS of its initial announcement.

                  Its expected 5/23 within 1 or 2 weeks!

                  We have 6 results expected 8/7 or 8/14
                  Last edited by dtvmcdonald; 10 September 2014, 09:19 AM.

                  Comment


                  • #10
                    Originally posted by dtvmcdonald View Post
                    Clan Donald is still waiting for a BigY ordered within four HOURS of its initial announcement.
                    Doug,

                    Are you already in contact with Customer Support about this one? Surely this one is a special case -- either waiting on a a C/D kit or for some reason just not getting good coverage.

                    If you want to send me the kit number, I'll definitely have someone check on it for you if that's not happening already.

                    Elise

                    Comment


                    • #11
                      A friend of mine whose Big Y results have been expected in 1-2 weeks for well over a month has contacted Customer Support, but they only provide snarky answers such as "we could ask the lab, but we like to keep the scientists in a box". What exactly do you have to say, in order to get someone to check the actual status of a delayed test?

                      It seems to me an obvious step is to dedicate somebody in Customer Support to prioritizing late results. That is, once a test is delayed beyond some threshold (say, the 2 percentile point), we want somebody to give it special attention to get it back on track and into the hands of the customer. A continuous improvement program for the overall workflow would be a good investment as well. If FTDNA is to remain an industry leader, it will have to pay attention to what is needed to deliver outstanding service.

                      Comment


                      • #12
                        Originally posted by John McCoy View Post
                        A friend of mine whose Big Y results have been expected in 1-2 weeks for well over a month has contacted Customer Support, but they only provide snarky answers such as "we could ask the lab, but we like to keep the scientists in a box". What exactly do you have to say, in order to get someone to check the actual status of a delayed test?
                        I'm fairly sure that I know who said this -- if I'm right, I have to assume that this person has corresponded with your friend in the past and felt comfortable enough to joke around with him. This is definitely not something that a member of our Customer Support team would ever say to a customer otherwise. And, I don't think the intent was to ignore the request.

                        Customer Support definitely does have a process in place to obtain and provide status of a delayed test.

                        Please send me the full text of this response by private message, with the name of the person who sent it, and I'll make sure it gets addressed first thing Monday. Please be sure the kit number is included as well.

                        Thanks,
                        Elise

                        Comment


                        • #13
                          Is it possible to order a BigY for somebody without having
                          other tests done first?

                          In Clan Donald it turns out we have several people critical
                          for our project that can no longer be tested, either because they are dead and have no stored sample or in more cases because they are very old and in the care of a person
                          who refuses to help us.

                          But it is looking like we will be able to find suitable
                          sons to take the test. Of course doing a Big Y on them
                          takes faith that they are in fact real sons, which is not in doubt in any of these cases.

                          Comment


                          • #14
                            Doug,

                            In general, Y12 results are required for the Haplotree page to display properly once Big Y results are posted.

                            In a situation like yours, we may be able to offer a workaround. Best thing to do is contact Customer Support and explain the situation.

                            Elise

                            Comment


                            • #15
                              Waiting for Big Y

                              I am also waiting for my Big Y results which was batched 19/6/ 14 and getting close to 14 weeks. Is there any indication when my results will be completed?

                              Comment

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