Blind Depot, The

To whom it may concern, We apologize for the delays *** *** experienced in getting results for his *** test At the time *** *** ordered, we did not anticipate those delays continuing for such an extended period of time Within a few weeks after he ordered his test we updated our expected date and time frames to more accurately reflect the turnaround times.Also, to be clarify, *** *** is not a company representativeHe is a volunteer group project administrator and as a volunteer may not have been aware at that time that all *** were being delayedWe'll reach out to *** to be sure he knows the current projected turnaround times so that he can give more accurate information to project members and potential project testers. We also show that results for *** were posted on June 3, and see that *** *** has logged into his kit in the last week, so we hope that he is aware that the results have arrived. Because we value his business, as an apology for length of time it took to get his initial results, we'd like to offer him either a free upgrade to markers, or a free Family Finder test. If he's interested in accepting this offer, please contact us directly at *** with "*** *** ***" in the subject line and we'll get it ordered for him. Again, we apologize for any inconvenience or frustration experienced. Sincerely, Janine C***Group Project ManagerFamlly Tree DNA

Dear Ms***, We apologize for any confusion you've experiencedWhen you transfer data to us, a sample collection kit is not required as you've already completed the lab portion of the test with the other companyI see that you transferred successfully on 10/4, your unlocked
results were complete on 10/and we notified you of them being completeYou got that email, opened it, sent for a password which was also opened, and I see that you last logged in on 10/27. We provided results within the timeframe we promised and you've accessed those results onlineOur transaction is complete, though you will continue to receive matches as they test into the system. If you have any questions or need further assistance, you can submit a ticket at *** We'll be happy to help. Regards, Janine ***Family Tree DNA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Sunday, May 28, 2:PMSubject: Complaint ID: *** This should reflect that the “Business promptly answered the complaint and the consumer is satisfied with the response” *** ** *** **

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10674196, and find that this resolution would be satisfactory to me

Thank you for speaking with me this morning, SaqibI have followed the path of your test since it arrived here to work on getting your results I will continue to work with our departments until I can get these results posted for youI have filed for the refund for the $and our accounting
department usually has that completed within 24-hoursI have asked them to look at expediting the refund.I apologize for the lack of progress on this sample There are issues we will be investigating to determine the causes for the problems you feltI understand the frustration you feel based on the experience from Customer Service I will discuss with each person the results of your conversations.Thank youTom ***Customer Support ManagerFamily Tree DNA

Dear Mr***, We apologize for any confusion or inconvenience you experienced in the ordering processThe agent that assisted you through our Help Desk did offer you the option of ordering a free female test for the person you designated, but the attached note requesting to verify
that you accepted the offer has not, as of yet, received a replyI did, however, order the test based on your previous comments to himYou should have received email confirmation of that order earlier todayIt will be kit number *** mailed to Elizabeth *** ** *** *** * *** *** *** ***
***If you have any questions or concerns about that order, or need further assistance, please contact me directly at [email protected]. Again, we apologize for any inconvenience. Best Regards, Janine ***Group Projects ManagerFamily Tree DNA

Ms***, We apologize if you are unsatisfied with the myOrigins portion of your Family Finder resultsPerhaps you did not click the "Show all" button that opens the full list of populations and the breakdown of your percentages of various regional populationsYour percentages include
British Isles, Scandinavia, Western and Central Europe, and a small amount of Finnish. If you were expecting something non-European, it simply did not show upIt's possible you didn't inherit those markers, or they may have been in areas of your DNA that our test didn't cover. Our refund policy, which is linked at the point of purchase, and to which you agreed when you ordered the test, clearly states "We will not issue refunds on testing that is in process or completed, including transfersOnce a sample has been sent to our office and checked in, the full cost of the test is absolutely non-refundable." The full text is here: https://www.familytreedna.com/privacy-policy.aspx under Family Tree DNA Refund Policy. Again, we apologize if you are unsatisfied, but we did deliver the product as promised

Hello Mr***I'm sorry you feel that you have been cheatedThere is a good faith effort on our part to work with our customers to promote genealogical studies There is no attempt at deceptive trade practicesWe feel that if one of our customers can see their matches then their matches
need to be able to see them as well Our Privacy and Confidentiality Statement says "Only where both parties have signed the release form will we release contact information concerning the separate parties to the other party." https://www.familytreedna.com/privacy-policy.aspxNevertheless, we will refund your full amount of $and delete the kit Should your sample arrive here, we will destroy it for you Your information will not remain on our site, once deleted.Thank youTom ***Customer Support ManagerFamily Tree DNA

Hello Mr***,I apologize that you found the experience to be less than what you were hoping It sounds like you found every aspect of the experience to be unpleasantWe certainly never meant to create that sort of impression and I am truly sorry that our efforts produced this result.At
the time you bought your test we were running at a delay on Y-DNA tests Our goal was to put the notice on your page so that we could advise you ahead of timeOur estimate of completion was conservative and we gave you an expected time that was farther out than the test completed a few weeks later From the time your sample arrived on Feb to posting the results ran a little more than weeks Tests in March and April were usually taking around 8-weeks to complete.I'm sorry that your phone calls with our Information Specialists did not get you the answers you seek In retest situations we usually retest one panel and the cost of that is $It was $previously and I will address this training issue However, your understanding is that it will be done for free and I will honor thatI have requested the lab go back to look at Panel If the results are wrong they will show up in a retest of Panel (Y-DNA test).Even with a genetic match, Y-DNA only confirms a common paternal ancestorUnfortunately it can not pinpoint with 100% accuracy The best we can do is work with the probabilities We stand by our TIP calculator as well We can only state in probabilities and the TIP calculator performs that service.I have asked the Y-DNA manager to expedite a retest of your Y-panel and I will contact you when it is complete for further steps.Thank youTom R***Customer Service ManagerFamily Tree DNA

Sent: Wednesday, September 16, 12:AM Subject: Syracuse, here we comeRe: Revdex.com of Houston and South Texas- Complaint regarding Your Business *** Thank you for your emailThe Groups Team is heading to the New York State Family History Conference I will get back with you as
quickly as possibleIf you're writing about a group project issue with which a CSR can assist you, please write to [email protected] (all spelled out, not ftdna.com)We will be monitoring emails, though, so if you have an escalated or urgent issue, please write to [email protected], and one of us will get back with you as soon as possible. Thank you! Best regards, Janine C*** Group Project Manager Event Coordinator Family Tree DNA - * *** ** *** ** ***
This message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mailPlease notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your systemIf you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited

Dear Mr***, We apologize if you were unable to access your results on your mobile deviceI have no problem on my *** phone (see attached photo) and my coworker is able to on his ***, so I'm not sure why you had issues. The fee you paid was not for the transfer itself, however,
which was freeIt was for the myOrigins and the Chromosome Browser. Normally our refund policy is not to refund purchases under $79, but in your case I will make an exceptionHowever, I also need to know if you want the full results removed, or just the portion for which you paid. I will request your refund as soon as you let me know your preference. Best Regards, Janine ***Family Tree DNA

Dear MrBrooks, I enjoyed speaking with you this afternoon and am glad we got your issue resolvedShould you have any other questions or concerns, please feel free to contact me directly at [email protected], or my team at [email protected]. Thank you for being an FTDNA
customer!

Dear Mr***, We apologize for any confusion or inconvenienceI'm happy to assist you with this issue. You mention enclosed websites only showing mtDNA, but the only link I see included is the one to the Family Finder order pageWould you please send what you referred to in
this complaint so I can be sure that there's not a glitch in the website that led you to order the wrong product? As for your mitochondrial results being the same as your mother's, that's actually to be expectedMitochondrial DNA passes from mother to child without being mixed with any other DNA from anyone else, so it would only be potentially problematic if you and your mother did NOT have the same results. Please send me the information you referenced, and I'll be happy to look at it to rule out any errors on our part in the order process. Best regards, Janine ***FTDNA

Dear Mrs***, We apologize for the frustration and inconvenience that you've experienced with your Genographic Project orderI don't work for Geno, I work for Family Tree DNA, the lab partner for older Geno kitsHelix is the lab partner for newer kits. It's my understanding that a
Genographic Information Specialist replied to your email inquiry directly, but I want to be sure that everything is clear. First, we have not yet received your kitsWhile you'd think that it would take much less than two weeks for the two kits to reach the receiving team here at the lab, that's unfortunately not the caseWe've had mail sit at the *** sorting facility for two weeks or moreWith this being the busiest mailing time of the year, it could be several days before your kits arrive hereAnd if you mailed them individually, they may not arrive at the same time. Here at the lab we don't have any input or control over policies such as using one email address per kitThat's a Genographic decisionI can tell you that it's based on the anonymity of the program, and that many customers create an additional email address just to register a second kitThat's not necessary, though, as long as you keep track of your GPID - not the numbers you gave us, but the ones inside the box that you used to access your records on the Genographic websiteYou can choose to view your results anonymously, without registering both of your GPIDsIf you need assistance with that,, please let us know. While we can certainly request a refund for you, Geno's policy is that once the box is opened, the order is non-refundableWhile we might be able to push beyond that, if they were to issue a refund, they would also deactivate the GPIDs and you would not have access to any resultsIf that's what you would prefer, then let us know. Again, we apologize for the frustration you've experiencedPlease let us know if you need further assistance

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID [redacted], and have determined that this
proposed action would not resolve my complaint.  
There where conversations with customer service, which don't
seemed to be acknowledged. I was issued a partial refund for this product
for what appeared to be a overcharge, not a full refund. I would like a
statement from [redacted] stating what test results I received and the amount I paid
in full for it. That is important, and is my final request of your company
going forward.
Regards,

Dear Ms. [redacted],Your matches are now available for you to view. Please accept my deepest apologies that this issue was not resolved on first contact with us.  Thank you for your patience.  Best regards, Janine [redacted]Family Tree DNA

Thank you. Generally refunds take about 5-7 business days to appear on your account. If you have not received the refund in 30 days, please let us know so we can follow up.

Dear [redacted], We apologize for any confusion or inconvenience you may have experienced. I've requested a refund of your $39, which should be received by your financial institution within 5-7 business days. Just a note: we did receive your email regarding this issue - at 1:34 am today,...

May 27. While we strive to answer emails in as timely a manner as possible, generally within 48 hours, we do get several hundred per day so it's rare we're able to answer within 24 hours. I've replied to your email in addition to this reply. Please let us know if you need further assistance. Janine [redacted]