Hello, We apologize for any confusion but you've directed a complaint about the MyHeritageDNA test to the processing lab, rather than the company that sells it. We do not sell, nor do we handle customer service for this product, our lab processes the tests. However, when I highlighted the link you provided and right-clicked on it, I was directed to an activation page: https://www.myheritage.com/dna/activate where it appears that you should be able to register your product. If you have any difficulty or if you have any questions, that page includes the information that their customer service number is +1 877-432-3135 and hours are Monday through Friday, 9am – 7pm Eastern Time. Failing that, please contact me directly at [email protected] and I will try to find someone in their organization to contact you. Best Regards, Janine [redacted]Family Tree DNA Group Projects Manager
Revdex.com,
I reject the reply of Family Tree DNA due that they are stating that when I had initially paid for their service that I had agreed to their terms of non-refund. I do agree that I had misread their earlier response in regards to a refund if they had made a mistake.
However, since they are going by a contractual basis stating that I agreed to their terms in purchasing their service, then by contractual basis they are in fault due that they did not fulfill their service on time as their service describes on their website. I feel that on this basis alone gives me the premise to ask for a refund of the purchase that I had made.
Thank you,
[redacted]
[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 [redacted] and find that this resolution would be satisfactory to me.
Please forward this message to FTDNA (Janine C[redacted]) and let her know I choose the $150 dollar refund. Thanks.
Thank you for speaking with me today, [redacted] I understand that you feel you did not get treated well on the phone. I apologize that we left you with that feeling. I have taken that agent our of the queue for retraining today so we could discuss exactly what could have been done better and...
how your type of call needs to be handled in the future.As I advised on the phone, the first vial for kit [redacted] did not complete the testing process because we could not get it through quality control. We then started with the second vial and it it in testing with our highest priority. I have spoken to the lab manager for the autosomal DNA line and he is well aware of your sample. I will monitor it with him. Should we have problems getting this sample through the process, I will contact you and we will work on how to get more sample from the test subject.I sent you and email so you cen reply and have a conduit directly to me. I also refunded all your costs on this test including the shipping.Thank you[redacted]Customer Support Manager
Dear Ms. [redacted], We apologize that you've had such difficulty in getting your matches from your Genographic Project transfer. I am investigating to see what the issue is and how quickly we can get it resolved. While I do not know specifically what's preventing your kit from displaying...
matches, I believe that we've had some similar issues before and it's something in the pipeline rather than in your data that's causing the glitch. Regardless, I will get back to you within 48 hours with a followup. If you have any questions or concerns, please contact me directly at janine*@ftdna.com. Best regards,Janine [redacted]Family Tree DNA
Dear Ms. [redacted] First, please accept our condolences on the passing of your father. Losing a parent is never easy. We apologize for any confusion or inconvenience regarding testing the sample you provided us. Because we only keep one vial active in the lab at a time, tests are done...
consecutively rather than concurrently. [redacted] came back to you in a matter of weeks. The [redacted] ran but a few of the markers were not conclusive enough to pass our stringent quality control, and had to be re-tested. That required us to pull another sample. We have a vial in storage with two swabs in it, and there's one that's being put in as active sample now. I'm not sure why you were told anything about "someone less than an expert" collecting the sample. That's not true, and I apologize for the misinformation. [redacted] is fairly sensitive, and it passed with a high call rate, meaning that the part of the sample used for it was completely sufficient. Only part of the [redacted] failed, and it's standard procedure to pull more sample to run the additional markers needed. Normally it would not have taken as long to get the additional sample pulled and into the lab, but we were in the process of moving and expanding our sample storage. I've contacted the lab and will be monitoring the test progress. I'm also having the [redacted] expedited. Again, we apologize for the frustration and inconvenience you've experienced. If you have any questions or concerns, please feel free to contact me directly at [email protected]. Janine C[redacted]Family Tree DNA
[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 [redacted] and find that, as long as I receive all test results by July 10, 2017, this resolution would be satisfactory to me, even though I believe Family Tree DNA should have kept me informed as to the reasons for the repeated delays well before now. Therefore, my acceptance is contingent upon future action by Family Tree DNA, but since they responded with my requested information, I'll consider the matter closed for now.
Dear Ms. [redacted], I apologize for any confusion or inconvenience you've experienced. I was at the conference and assisted you, so I'm concerned that your order was not processed. We are closed for the holiday weekend, but I will investigate on Monday. Meanwhile, I will place your...
order for you at no charge. Since I don't have your order form at hand, I just need you to verify that you want the Family Finder test on kit [redacted] for [redacted], so I can be sure I'm placing it on the correct kit. Again, I apologize for the difficulties you've had and will work to make it right as quickly as possible.
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.
From: [redacted] Sent: Wednesday, September 23, 2015 9:48 AM To: drteam Subject: Complaint ID #[redacted] I filed complaint #[redacted] against Family Tree DNA in early July. The company proposed a resolution and never completed the resolution. I'm asking to have this complaint re-opened until the company satisfies the original resolution they proposed and I agreed to. Thank you, [redacted]
Regards,
Thank you for speaking with me today Ms. [redacted]. AGain, I apologize for the problem and I hope what we worked on over the phone will help to regenerate your confidence in Family Tree DNA.If you have further issues, please feel free to contact me.Thank youTom R[redacted]Customer Support Manager
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.
From: [redacted] Sent: Wednesday, October 05, 2016 2:06 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] This issue is still unsolved. To this date I have not received the promised test results.
We certainly understand the wait for the Mastercard bill. I have been able to confirm with our accountants that the refund was processed and approved on April 10, 2015. I am continuing to monitor with the lab to get the results. We expect a few weeks to get the results as long as we can get it through our Quality Control process. There are no indications of problems at this time. If, for any reason, we are unable to get results with the sample we have, then we will request a new sample at no charge and continue until we can get the results.Thank you[redacted]Customer Service ManagerFamily Tree DNA
[redacted] Our normal protocol in these kinds of situations is to pull the vial of sample from storage and test the first 12 markers on that sample for a re-test fee of $75, refundable if the results are different. In this case, however, I will waive that fee. When the results of the retest are complete, I will notify you of them. Will that work for you? If not, let me know and I will work with you to make sure we provide you with a satisfactory resolution. In addition, I've reported the puzzling issue of you having no [redacted] matches despite having actual matches at the [redacted] because we need to be sure that 1) the issue is fixed and 2) no one else has been affected by whatever glitch caused that problem. If you have any questions or concerns, please let me know. Again, feel free to contact me directly at [email protected] or [email protected].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Dear Mr. [redacted], We apologize for any inconvenience or frustration you've experienced. The [redacted] you ordered has not been cancelled. It is still running -at this point it has failed 11 or 12 times. The Lab Director is personally working on assays to try to get results for the [redacted]. As soon as we know what the results of this attempt are, we will let you know. The refund for the test was processed on April 28. However, because we understand how frustrating this situation must be, we will be happy to provide you with a either a free Family Finder test for a friend or family member, or a free [redacted] Pack of your choice, if there is one that is applicable to your haplogroup. We recommend you join the [redacted] haplogroup project for the best advice on that situation if you choose to go with the free [redacted] Pack. Again, we apologize that this test has taken much longer than normal to complete. We are working to get results for you as soon as possible. If you have any questions or concerns, please feel free to contact me at [email protected]. Best regards, Janine C[redacted]Group Projects ManagerFamily Tree DNA
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.
This doesn't seem to be an "unusual" situation, but in fact something more widespread. Even the vendor's own website is filled with angry comments about tests received before mine that still have not been processed.The local Revdex.com needs to take these complaints more seriously, to avoid more people being sold this service.
Regards,
To the Revdex.com:
To appropriately place your business in the accurate category for Revdex.com reporting analysis, we request that you provide the following information. Your company is welcome and encouraged to provide as many of the answers to the questions below but filling out the...
entire form is not necessary. It is not an all or nothing form, any information you are comfortable providing will assist us in updating your rating.
Please submit the ratings sheet SEPERATELY by mail, fax, or email. Otherwise the entire response to the complaint and the ratings sheet are automatically included in the response and sent to the consumer.
Family Tree DNA 1445 N. Loop West, Suite # 820
Houston TX 77008
Add to my information:
Used For:
# of Employees:
Reliability Report
# of Locations (see below):
Reliability Report
Business Scope:
___Local 1 Location
___Local Multiple Locations
___Regional
___National
___International
___Internet Only
Business Start Date- Month: Day: Year:
Reliability Report
# of Customers on an annual basis:
___1-499
___500-49,999
___50,000-99,999
___100,000-999,999
___1,000,000 or more
Revdex.com Internal Use Only
Gross Annual Revenue:
Revdex.com Internal Use Only
Local - 1 Location-The business has only one location
Local - Multiple Locations -The business has more than one location in the State
Regional - more than one location, in more than one State, but not in all of the USA
National - The business has more than one location in all or most of the USA
International - has a location both inside the USA. and a location in at least one other foreign country
Internet Only - The business only does business on the internet and has no store locations
DISCLAIMER:
By signing this document your company attests that this is true and accurate information. The Revdex.com reserves the right to request validation of the above information at any time. Please notify the Revdex.com immediately if any of the information changes in the future.
Submitted by Name:
Submitted by Title
Date:
Please complete this form and fax to the Revdex.com a 713.867.4947
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. I want to make sure we're actually talking about the same [redacted] where I purchased these test kits, Family Tree DNA(?). The Family Tree DNA [redacted] has photos on it's [redacted] AND product page that clearly show boxed kits for the different dna tests. And honestly, I have to keep looking at the [redacted] because I find it impossible to believe that no one has EVER drawn that conclusion based on the [redacted] that were chosen to represent the tests, which happen to be a photo of a boxed dna kit. I've had four people look at the [redacted] and they all came to the same conclusion, the boxed items shown are what they expect to receive when they place an order- basic online commerce. These are people who shop online frequently like myself and generally have NO issues what so ever differentiating between actual items being advertised and an "icon" meant to represent something else. Calling it an "icon" doesn't negate the fact that it's completely misleading to consumers because the images I'm referring to are clearly photos of what appear to be boxed kits. There are two types of "icons" on the [redacted]. One is just the images of the test names and the other are "icons" of what appear to be boxed kits for the different dna tests. There is NO disclaimer listed either, for example "please note these images are for visual representation purposes only and do no represent the actual item you will receive ". Had the "icons" of the boxed items NOT been on the [redacted] then we wouldn't be having this conversation, and I could see not refunding the shipping charges since there wouldn't have been anything to shape my expectation of what I was ordering . But when I purchased an item online and agreed to those shipping charges based on the photos your company used to represent it, and there is NO disclaimer listed that indicates this isn't what I'm actually ordering, then no this isn't a situation where a company should get to keep $12.95 shipping for each kit. Especially since I wouldn't have placed the order had I been fully aware so I could make an informed decision. Please verify that the full refund includes the $12.95 shipping cost per kit that was charged. Thank you.
Regards,
Revdex.com:
This letter is to inform you that Family Tree DNA has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/25/2015 1:48:36 PM and assigned ID [redacted].
Regards,
Hello, We apologize for any confusion but you've directed a complaint about the MyHeritageDNA test to the processing lab, rather than the company that sells it. We do not sell, nor do we handle customer service for this product, our lab processes the tests. However, when I highlighted the link you provided and right-clicked on it, I was directed to an activation page: https://www.myheritage.com/dna/activate where it appears that you should be able to register your product. If you have any difficulty or if you have any questions, that page includes the information that their customer service number is +1 877-432-3135 and hours are Monday through Friday, 9am – 7pm Eastern Time. Failing that, please contact me directly at [email protected] and I will try to find someone in their organization to contact you. Best Regards, Janine [redacted]Family Tree DNA Group Projects Manager
Revdex.com,
I reject the reply of Family Tree DNA due that they are stating that when I had initially paid for their service that I had agreed to their terms of non-refund. I do agree that I had misread their earlier response in regards to a refund if they had made a mistake.
However, since they are going by a contractual basis stating that I agreed to their terms in purchasing their service, then by contractual basis they are in fault due that they did not fulfill their service on time as their service describes on their website. I feel that on this basis alone gives me the premise to ask for a refund of the purchase that I had made.
Thank you,
[redacted]
[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 [redacted] and find that this resolution would be satisfactory to me.
Please forward this message to FTDNA (Janine C[redacted]) and let her know I choose the $150 dollar refund. Thanks.
Thank you for speaking with me today, [redacted] I understand that you feel you did not get treated well on the phone. I apologize that we left you with that feeling. I have taken that agent our of the queue for retraining today so we could discuss exactly what could have been done better and...
how your type of call needs to be handled in the future.As I advised on the phone, the first vial for kit [redacted] did not complete the testing process because we could not get it through quality control. We then started with the second vial and it it in testing with our highest priority. I have spoken to the lab manager for the autosomal DNA line and he is well aware of your sample. I will monitor it with him. Should we have problems getting this sample through the process, I will contact you and we will work on how to get more sample from the test subject.I sent you and email so you cen reply and have a conduit directly to me. I also refunded all your costs on this test including the shipping.Thank you[redacted]Customer Support Manager
Dear Ms. [redacted], We apologize that you've had such difficulty in getting your matches from your Genographic Project transfer. I am investigating to see what the issue is and how quickly we can get it resolved. While I do not know specifically what's preventing your kit from displaying...
matches, I believe that we've had some similar issues before and it's something in the pipeline rather than in your data that's causing the glitch. Regardless, I will get back to you within 48 hours with a followup. If you have any questions or concerns, please contact me directly at janine*@ftdna.com. Best regards,Janine [redacted]Family Tree DNA
Dear Ms. [redacted] First, please accept our condolences on the passing of your father. Losing a parent is never easy. We apologize for any confusion or inconvenience regarding testing the sample you provided us. Because we only keep one vial active in the lab at a time, tests are done...
consecutively rather than concurrently. [redacted] came back to you in a matter of weeks. The [redacted] ran but a few of the markers were not conclusive enough to pass our stringent quality control, and had to be re-tested. That required us to pull another sample. We have a vial in storage with two swabs in it, and there's one that's being put in as active sample now. I'm not sure why you were told anything about "someone less than an expert" collecting the sample. That's not true, and I apologize for the misinformation. [redacted] is fairly sensitive, and it passed with a high call rate, meaning that the part of the sample used for it was completely sufficient. Only part of the [redacted] failed, and it's standard procedure to pull more sample to run the additional markers needed. Normally it would not have taken as long to get the additional sample pulled and into the lab, but we were in the process of moving and expanding our sample storage. I've contacted the lab and will be monitoring the test progress. I'm also having the [redacted] expedited. Again, we apologize for the frustration and inconvenience you've experienced. If you have any questions or concerns, please feel free to contact me directly at [email protected]. Janine C[redacted]Family Tree DNA
[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 [redacted] and find that, as long as I receive all test results by July 10, 2017, this resolution would be satisfactory to me, even though I believe Family Tree DNA should have kept me informed as to the reasons for the repeated delays well before now. Therefore, my acceptance is contingent upon future action by Family Tree DNA, but since they responded with my requested information, I'll consider the matter closed for now.
Thanks to the Revdex.com for helping me. FTDNA having wasted two months of my time already, there is nothing further to be done on this. [redacted]
Dear Ms. [redacted], I apologize for any confusion or inconvenience you've experienced. I was at the conference and assisted you, so I'm concerned that your order was not processed. We are closed for the holiday weekend, but I will investigate on Monday. Meanwhile, I will place your...
order for you at no charge. Since I don't have your order form at hand, I just need you to verify that you want the Family Finder test on kit [redacted] for [redacted], so I can be sure I'm placing it on the correct kit. Again, I apologize for the difficulties you've had and will work to make it right as quickly as possible.
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.
From: [redacted] Sent: Wednesday, September 23, 2015 9:48 AM To: drteam Subject: Complaint ID #[redacted] I filed complaint #[redacted] against Family Tree DNA in early July. The company proposed a resolution and never completed the resolution. I'm asking to have this complaint re-opened until the company satisfies the original resolution they proposed and I agreed to. Thank you, [redacted]
Regards,
Thank you for speaking with me today Ms. [redacted]. AGain, I apologize for the problem and I hope what we worked on over the phone will help to regenerate your confidence in Family Tree DNA.If you have further issues, please feel free to contact me.Thank youTom R[redacted]Customer Support Manager
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.
From: [redacted] Sent: Wednesday, October 05, 2016 2:06 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] This issue is still unsolved. To this date I have not received the promised test results.
We certainly understand the wait for the Mastercard bill. I have been able to confirm with our accountants that the refund was processed and approved on April 10, 2015. I am continuing to monitor with the lab to get the results. We expect a few weeks to get the results as long as we can get it through our Quality Control process. There are no indications of problems at this time. If, for any reason, we are unable to get results with the sample we have, then we will request a new sample at no charge and continue until we can get the results.Thank you[redacted]Customer Service ManagerFamily Tree DNA
[redacted] Our normal protocol in these kinds of situations is to pull the vial of sample from storage and test the first 12 markers on that sample for a re-test fee of $75, refundable if the results are different. In this case, however, I will waive that fee. When the results of the retest are complete, I will notify you of them. Will that work for you? If not, let me know and I will work with you to make sure we provide you with a satisfactory resolution. In addition, I've reported the puzzling issue of you having no [redacted] matches despite having actual matches at the [redacted] because we need to be sure that 1) the issue is fixed and 2) no one else has been affected by whatever glitch caused that problem. If you have any questions or concerns, please let me know. Again, feel free to contact me directly at [email protected] or [email protected].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Dear Mr. [redacted], We apologize for any inconvenience or frustration you've experienced. The [redacted] you ordered has not been cancelled. It is still running -at this point it has failed 11 or 12 times. The Lab Director is personally working on assays to try to get results for the [redacted]. As soon as we know what the results of this attempt are, we will let you know. The refund for the test was processed on April 28. However, because we understand how frustrating this situation must be, we will be happy to provide you with a either a free Family Finder test for a friend or family member, or a free [redacted] Pack of your choice, if there is one that is applicable to your haplogroup. We recommend you join the [redacted] haplogroup project for the best advice on that situation if you choose to go with the free [redacted] Pack. Again, we apologize that this test has taken much longer than normal to complete. We are working to get results for you as soon as possible. If you have any questions or concerns, please feel free to contact me at [email protected]. Best regards, Janine C[redacted]Group Projects ManagerFamily Tree DNA
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.
This doesn't seem to be an "unusual" situation, but in fact something more widespread. Even the vendor's own website is filled with angry comments about tests received before mine that still have not been processed.The local Revdex.com needs to take these complaints more seriously, to avoid more people being sold this service.
Regards,
To the Revdex.com:
To appropriately place your business in the accurate category for Revdex.com reporting analysis, we request that you provide the following information. Your company is welcome and encouraged to provide as many of the answers to the questions below but filling out the...
entire form is not necessary. It is not an all or nothing form, any information you are comfortable providing will assist us in updating your rating.
Please submit the ratings sheet SEPERATELY by mail, fax, or email. Otherwise the entire response to the complaint and the ratings sheet are automatically included in the response and sent to the consumer.
Family Tree DNA 1445 N. Loop West, Suite # 820
Houston TX 77008
Add to my information:
Used For:
# of Employees:
Reliability Report
# of Locations (see below):
Reliability Report
Business Scope:
___Local 1 Location
___Local Multiple Locations
___Regional
___National
___International
___Internet Only
Business Start Date- Month: Day: Year:
Reliability Report
# of Customers on an annual basis:
___1-499
___500-49,999
___50,000-99,999
___100,000-999,999
___1,000,000 or more
Revdex.com Internal Use Only
Gross Annual Revenue:
Revdex.com Internal Use Only
Local - 1 Location-The business has only one location
Local - Multiple Locations -The business has more than one location in the State
Regional - more than one location, in more than one State, but not in all of the USA
National - The business has more than one location in all or most of the USA
International - has a location both inside the USA. and a location in at least one other foreign country
Internet Only - The business only does business on the internet and has no store locations
DISCLAIMER:
By signing this document your company attests that this is true and accurate information. The Revdex.com reserves the right to request validation of the above information at any time. Please notify the Revdex.com immediately if any of the information changes in the future.
Submitted by Name:
Submitted by Title
Date:
Please complete this form and fax to the Revdex.com a 713.867.4947
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. I want to make sure we're actually talking about the same [redacted] where I purchased these test kits, Family Tree DNA(?). The Family Tree DNA [redacted] has photos on it's [redacted] AND product page that clearly show boxed kits for the different dna tests. And honestly, I have to keep looking at the [redacted] because I find it impossible to believe that no one has EVER drawn that conclusion based on the [redacted] that were chosen to represent the tests, which happen to be a photo of a boxed dna kit. I've had four people look at the [redacted] and they all came to the same conclusion, the boxed items shown are what they expect to receive when they place an order- basic online commerce. These are people who shop online frequently like myself and generally have NO issues what so ever differentiating between actual items being advertised and an "icon" meant to represent something else. Calling it an "icon" doesn't negate the fact that it's completely misleading to consumers because the images I'm referring to are clearly photos of what appear to be boxed kits. There are two types of "icons" on the [redacted]. One is just the images of the test names and the other are "icons" of what appear to be boxed kits for the different dna tests. There is NO disclaimer listed either, for example "please note these images are for visual representation purposes only and do no represent the actual item you will receive ". Had the "icons" of the boxed items NOT been on the [redacted] then we wouldn't be having this conversation, and I could see not refunding the shipping charges since there wouldn't have been anything to shape my expectation of what I was ordering . But when I purchased an item online and agreed to those shipping charges based on the photos your company used to represent it, and there is NO disclaimer listed that indicates this isn't what I'm actually ordering, then no this isn't a situation where a company should get to keep $12.95 shipping for each kit. Especially since I wouldn't have placed the order had I been fully aware so I could make an informed decision. Please verify that the full refund includes the $12.95 shipping cost per kit that was charged. Thank you.
Regards,
Revdex.com:
This letter is to inform you that Family Tree DNA has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/25/2015 1:48:36 PM and assigned ID [redacted].
Regards,