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  • clintonslayton76
    replied
    Three goners

    Quote:
    Originally Posted by clintonslayton76
    I have had at least three vital components of my projects abandoned or simply denied by previous "providers"

    30th April 2016, 12:16 AM
    The_Contemplator:

    Which components are those?


    Answer:
    1 Ancestry dropping Y testing and results grids entirely, after I had established a Project with over 30 males.

    2 Ancestry dropping MyFamily sites, where I had three communities of research.

    3 Full Genomes refusing to perform my Y sampling because the manager refused to acknowledge the receipt of my results at the testing lab, and when I requested an estimated date, I was dropped as a customer. This is why I ended up doing Big Y, which I considered a flawed design.

    There is not a fundamental DELAY for FTDNA to announce in the GAP admin NEWS, such problems as unexpected delays in results or other service. Those of us who are trying to encourage suspicious folks to go into these test levels (and sometimes paying for them as sponsors) are not well-served by having to tell someone who is 90, that maybe someday we will be able to get a requested service fulfilled.
    Last edited by clintonslayton76; 26 August 2016, 03:45 PM.

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  • EBHIII
    replied
    Requested my BAM file on 5/26 -- download link available today, 6/4!! Excellent turn-around time on the BAM file!!

    Leave a comment:


  • EBHIII
    replied
    Requested my BAM file on 5/26 -- download link available today, 6/4!! Excellent turn-around time on the BAM file!!

    Leave a comment:


  • MikeP
    replied
    My BAM file finally arrived ...

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  • The_Contemplator
    replied
    Ouch. Well I'm not looking forward to my BAM waiting period once I get my next Big Y results. One should not have to wait longer for the BAM than for the Big Y test.

    Leave a comment:


  • MikeP
    replied
    I used the contact form to ask about the status of my BAM file. The reply was that they had no record of my original request, even though I had received an e-mail response back then quoting the official 3-4 week wait period.

    So if you've been waiting an excessive amount of time (I've waited 7 weeks), you might consider contacting them. Possibly they're not even working on it ...

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  • MikeP
    replied
    Curious ... I requested two days before you and still don't have a BAM file ...
    Last edited by MikeP; 18 May 2016, 11:27 PM.

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  • UnderGrounder
    replied
    Finally I received the two BAM files today.

    But it seems that one of them is corrupted ( The file size is 47.6 MB !)

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  • MikeP
    replied
    I'm guessing that they've come to another halt in producing BAM files. Maybe they ran out of disk space? There's no lab / testing requirement, so the hold up needs to be something else.

    I've now finished my sixth week waiting and will start on week 7 tomorrow.

    Leave a comment:


  • UnderGrounder
    replied
    Is anyone experiencing similar delays?

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  • UnderGrounder
    replied
    Still waiting for two BAM files - requested 26 March ...

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  • MikeP
    replied
    Still waiting for a BAM file - requested 24 March ...

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  • The_Contemplator
    replied
    Originally posted by clintonslayton76 View Post
    Yes, customer service matters! Both testers and administrators need to know what is going on, it is not only current customers but potential customers who are in the dark.
    Well of course it matters. But we already get an idea about the delays. Sure they aren't exact, but when have you ever heard of someone not eventually getting their results? Eventually meaning even after a few delays of course, not anywhere near a year. Basically they can't know ahead of time if you will get results on a set date as only near the end do they see there is a problem at least when processing DNA tests. As for the BAM files, they are big files, they might have some hoops to jump to prepare them for each customer. They might not have their system automated for whatever reason.

    I just don't see the advantage of adding to the waiting time you will already have to do. Given how they don't communicate as well as they could, they aren't going to say when the backlog is gone. So you might miss your golden chance and jump once there is a new backlog.

    Originally posted by clintonslayton76 View Post
    I have had at least three vital components of my projects abandoned or simply denied by previous "providers"?
    Which components are those?

    Leave a comment:


  • jtdeible99
    replied
    finally got it

    finally got my bam, took about 1 month after requesting

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  • clintonslayton76
    replied
    [QUOTE=The_Contemplator;425142]So you want them to devote some of their time away from giving us results into letting us know about delays and fixes? Well that will just give us more delays. They already give us an estimate as it is for how long we have to wait.
    Does it matter?

    Yes, customer service matters! Both testers and administrators need to know what is going on, it is not only current customers but potential customers who are in the dark.

    The assurance that "one day" we will get results is not quite the same as being informed of the status and eventual usability of the results (BAM files), which is not a side-line for a company that is offering a service that is already confusing to customers, but should be an integral part of it.

    It is difficult for a project admin to recommend any testing with any service that cannot resolve such fundamental issues by communicating with customers, especially those services at the high end of the expense range. How do I know that "eventually" I will be able to download a BAM file, when as a customer, I have had at least three vital components of my projects abandoned or simply denied by previous "providers"?

    Leave a comment:

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