Dear Mr. [redacted] We apologize for the delay in getting your results. I checked with the lab and some markers failed the initial run and were sent back through to be re-run and apparently failed the rerun but got stuck at that point. That's not the level of service we strive to provide our...
customers and we regret this situation was not caught sooner. I've requested a full refund for you, but we will still provide results for you. Barring any further failure, the results should be available in about two weeks, possibly a little less. If you have any questions or concerns, please feel free to contact me at [email protected]. Thank you for your patience as we resolve this matter for you. Best Regards, Janine C[redacted]Family Tree DNA
Tell us why here...[redacted] Please accept our condolences on the passing of your father. Losing a parent is never easy. We apologize for the frustration and inconvenience you've experienced with the [redacted] you ordered on your father's sample. We understand how frustrating the...
wait must be. Unfortunately, the sample has failed multiple times. By this point we would normally have asked for fresh sample, but as you've noted, your father is deceased and cannot provide any further sample so we're trying to get the test completed from what's available. As much as we'd like to be able to deliver the results, we're unable to do so if we can't complete the sequencing. [redacted] requires a more robust sample than other types of testing, such as the Family Finder autosomal test, so even though we were able to deliver Family Finder results in about four weeks from the time you ordered, and [redacted] results in less than six weeks from the time you ordered that test, the [redacted] is proving to be much more difficult. We will do our best to complete the test for you as quickly as possible, but please keep in mind that this is a scientific process using a biological sample and we are limited by the suitability of that sample for sequencing. Please feel free to contact me directly with any further questions or concerns you may have. Best regards, Janine C[redacted]Group Projects Manager[redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you for speaking with me today, [redacted]. I have refunded your complete payment for both the test and shipping. ($128.95). I apologize. The lab has been working on your sample to get the results. We have been running at a delay and that slowed the processing of your kit in the beginning....
After that we had trouble getting the results on all of the markers being tested. There is nothing you could have done which could have predicted or influenced this microbiological process. We are still working to get the results. The final part of the test is in one of our surest machines which also happens to be very slow. I would like to expedite your results but that is not possible with where it is now. I will monitor with the lab and contact you if there are issues that will delay your results further.Thank you[redacted]Customer Service ManagerFamily Tree DNA
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. Sent: Friday, [redacted]Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] I did click on accept.
[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. I understand that samples fail. If my sample did not sequence, after two attempts it should be mandatory that the customer be contacted, informed, and offered a new kit, no more than 6-8 weeks out. I am puzzled that they attempted re-sequencing many more times on a sample they know is a "dud." To what purpose?At this point I certainly do wish a refund, since I have nothing to show after 4 months and at this point have no desire to start all over again only to suffer the possible frustration of having the same thing happen again, handled the same way, with the same robo-responses. [redacted] that is very bad business and very bad customer service.I'm disappointed in that I had always heard that Family Tree DNA provided the most information possible and I was looking forward to my results. But the frustration I have experienced due to their non-customer service isn't worth it.[redacted]
Hello Bonnie,I'm sorry you are not having the experience you wanted. I can see the two kits and I have double checked the results. One can see in the matches section that the two kits you are discussing match each other at the highest level of the test you ordered. The Y-DNA 37...
test is an advanced genetic test that we often recommend for individuals to follow the paternal line of their ancestry. DNA testing is one tool in a genealogist's tool kit. We have a learning center (https://www.familytreedna.com/learn/) that has answers to all the questions you ask in your complaint. It is our guide and has listings for surnames and privacy. We have tools in your dashboard to give visual and text information on your matches and haplogroup. We have a page that lists what you get when you order a Y-DNA test. https://www.familytreedna.com/learn/y-dna-testing/y-str/receive-get-teste...⇄ are a business for profit and we do put advertisements on the free page you get as your dashboard. If you have any problems with tests ordered inadvertently then please call us at 713-868-1438 and we will work with you.You hired us to perform two Y-DNA 37 tests and we did as you asked. We sent the kit. We received the kit and we tested the sample to produce the results. We will be glad to have someone go over the tools you have in your dashboard and how to use them over the phone.I'm sorry but we are unable to refund your test. Here is a link to our refund policy: https://www.familytreedna.com/learn/ftdna/payments-refunds-policy/ Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Dear Mr. [redacted], In reviewing your account I see that your Y-37 test was completed this morning, 1/29/15, and is ready for you to view online. There are also two places where you may download the parts of your results that are downloadable, which are your matches, Y-STRs, and a certificate...
with your STRs on them. While I understand that you've already received apologies and at the point you filed this complaint, simply wanted results, I'm compelled again to apologize for the inconvenience and frustration you've experienced and to renew the offer of $50 credit toward any future testing you would like, whether for yourself or someone else. To redeem that credit, please email me directly at [email protected] and I will facilitate the order for you. Please let me know if you need further assistance. You're welcome to email me directly at any time.
You should be able to reach [redacted] by calling [redacted]Monday...
through Friday, 9am – 7pm EST. Our address is on the envelope because we process the test in our lab, but we have nothing to do with their Customer Service. There's a slim possibility that, if you send your [redacted] kit number to me at [email protected]) that I can get with one of our contacts for them on your behalf. I can't promise anything but I am happy to try. Sincerely, Janine C[redacted]Family Tree DNA
Hello [redacted],I'm sorry you are having this experience. When you took the test you elected not to sign the [redacted] Due to our privacy policy we are unable to show you any matches without your signature on that form. We offer an electronic version of the release form for your convenience....
Due to our strict privacy policy, you will not see others information until you sign the [redacted] The privacy policy states:"If the matching program finds a genetic match between you and another person in the database, and you have each signed the [redacted] Family Tree DNA will notify you via e-mail.If a genetic match is found between you and another individual who enters the library at some time in the future, both will be given the information that a potential match is in the database provided that BOTH of you have signed the[redacted] Only where both parties have signed the release form will we release contact information concerning the separate parties to the other party. In this way, all persons in the database will have the right to decide if they want to contact their genetic match(es)."We have a learning center provided free of charge for you to learn about your results and how to use them in your genealogy searches. https://www.familytreedna.com/learn/We provide your online dashboard free of charge. We do have advertisements for our tests that help individuals learn about our offerings. If you would like to call during business hours we will be glad to have one of our Information Specialists help you understand how to use the tools in your dashboard. Our phone number is [redacted]Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Hello Mr. [redacted],I have researched and I believe you are referring to kit [redacted]. That kit was checked in here on July 29, 2015. The two tests ordered are a FAmily Finder and a Y-DNA 67 test. The time for Y-DNA tests to complete is 9-11 weeks. That test is still running...
and no issues have been reported. We expect it to be posted in October. The time for Family Finders to complete is usually 4-5 weeks. I apologize that we do not have your results posted for the Family Finder test yet. WE are improving the process and we have run into an issue with a vendor. The results have been delayed until we can resolve the programming issues involved. The lab process has not shown any issues. WE expect the resolution within the next 6 business days. This issue has attention at the highest levels of our company and we are working to resolve the problem as quickly as possible. I understand it can be frustrating to have your results delayed. We will get this resolved and you will see your results.Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Hello [redacted]I'm sorry that you are not happy with the time it is taking for your mt Full Sequence test. Your test has not passed quality assurance. We have an expected time frame that we publish online that says 6-8 weeks for this particular test. However, when a sample does not...
get enough coverage for us to produce the results then we have to start all over again and there is added time to finish the process. In your case the sample went through initial testing with no problem. We performed the next part of the test and it takes weeks. At that point, your sample was stopped at our Quality Control and we started over again from the beginning. We inform you, as you noted in your complaint with the change in expected time frame. I'm sorry you feel there is misleading advertising. DNA sequencing is a scientific process, which means a small percentage of tests require retesting. Unfortunately, your sample is in that group. I met with the Lab Director on your sample and she is watching the current batch for your sample. The results can not be rushed faster than it takes to complete the test correctly. Our lab will not publish results until they are certain of their accuracy.I have sent a copy of your complaint to [redacted].I'm sorry but we will not be able to meet your request to email results as well as delays (& cause for delays) for all customers. There are ethical considerations in sending results in email so we keep the results in a secure online dashboard that the customer can use to choose to download their results. We do not email on delays because we put the estimates of times in the online dashboard. We are able to update many more kits in a timely manner in an environment we control. I will send your suggestion regarding emails for delays to the product development team. I will continue to work with our lab to get your results. Thank youTom R[redacted]Customer Support ManagerFamily Tree DNA
Hello [redacted],I'm sorry that we could not connect on the phone. I will do my best to help you with your tests. We received your biological sample on February 11, 2015. Testing started then. We expect our [redacted] tests to be completed in the time that we post. I apologize that yours is not...
done in that amount of time. When a sample does not pass our Quality Control it can add time to the completion of the test. Unfortunately, we do not know ahead of time if a sample will pass all out tests. We are only able to go forward with the information we have on hand. In our efforts to keep you notified, our people who post expected wait times to your kit had information that was, at the time, unavailable to our Information Specialists on the phone. No one here is deliberately telling you anything untrue. Communication between the lab and the rest of the business is clearly not up to the standard you expect. We are continuing to test your sample and it is still in the lab. I am hoping tht this test will pass our Quality Control but I can not make promises. We hope to have your test done in 3-4 weeks from today. We do not charge extra for continued testing until we get your results. If we have to ask for more sample, we will pay the shipping both ways. I'm sorry but the lab will not publish your results until they are certain that they have the right results. I wish I could get your results but until we know we are right we will not be able to produce any results. I have looked at the order of events for you and I can see where you might believe you were overcharged. You were not overcharged. The order in which you bought your tests defined the costs. On Aug 26, 2014 you bought the [redacted] for $69On Jan 26, 2015 you bought the [redacted] for $69 +$9.95 shipping. You also bought the [redacted] for $139. Then you cancelled the [redacted] and we refunded your $139 for this test on Jan 28, 2015. Please check your account for that date to see the refund was put into your account.On Jan 31 you ordered the [redacted] again for $139.If you would like I will refund the $69 for the [redacted] and we will continue to work to get your results through the test and Quality Control.Thank you
Hello Mr. [redacted],Thank you for speaking with me on the phone this afternoon. We performed the test you hired us to to as outlined in our terms and conditions that you agreed to when you bought the test. I'm sorry that the result did not turn out with anything we could post. A...
small percentage of autosomal tests require retesting due to sample failure. With your test we tried twice and we were unable to return a publishable result. I called to try to work out something to help with the $50 charge for a retest so we can continue the journey you started. You advised that you would only accept a full refund. I'm sorry but we are going to be unable to grant that request. Our Scientists in the lab uphold the highest standards in testing and produce thousands of usable results from autosomal DNA tests such as yours. They used a great deal of experience and the best equipment and procedures. I'm sorry we could come to an agreement that would work but I understand your reluctance to do so.Thank youTom R[redacted]Customer Support Manager
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
Hello Ms. [redacted],I'm sorry you are not satisfied with your experience on the Y-DNA 37 test. I have filed for a refund of the $119 USD that you paid for the test. I will monitor the progress of your retests with the lab. I expect it to take a few weeks since we are starting over again.The...
sample has failed and we will need to keep testing to get your result. I will monitor with the lab but there is no way to avoid the continued wait until the test is complete. When a test fails we have to start over at the beginning. We are unable to compromise our testing standards and we do not publish results we do not have 100% confidence in.I can see from your previous emails to us that you want a specific explanation. I'm sorry but we are unable to give you that. the causes for a test that fails are many and varied. We only know a sample does not pass after it goes through our machines. Your DNA tests are done at a microbiological level and observation is not a helpful component during testing. I'm afraid that we can not state categorically why a sample fails. I know you want a specific explanation but we simply do not have one. Please know that we never had any intent to delay your test when we received the sample. Our goal is to provide results you can have confidence in. If we do not have confidence in the results that we see then we, in all good conscience, can not publish them. You have made it clear that you feel the problem is in our testing. Thank you[redacted]Customer Service ManagerFamily Tree DNA
Dear Mr. [redacted], We apologize for any confusion you've experienced with your Y-DNA results. While our data assurance team did review your results and determined them to be accurate, I will be happy to authorized a re-run of the first panel of the test from the second vial of sample....
Normally such a re-test is $50 to cover lab and processing costs, but in this case I will waive the fee for you. A couple of things you might keep in mind while viewing your results: - You have no matches above 25 markers, which means that the matches you have are quite distant, probably at least 14 or more generations at the 25-marker level. - Your haplogroup is quite broad and covers are wide swath of Western Europe. SNP testing would reveal a more precise geographic connection for your direct male line. Y-DNA does not recombine, it does not mix together with other Y-DNA to pick up information along the way, it just slowly mutates. Many men from Spain and Portugal are, in fact, R-M269. In addition, the fact that your paternal pedigree extends 10 or so generations does not preclude a previous patriarch who migrated into Spain from the British Isles, or one who had his way with a Spanish or Portuguese lady. - If your DNA cousins on FTDNA and 23andMe have not take an Y-DNA test with FTDNA, and are not related to you on your direct paternal line (not your father's mother's father's line, or your father's father's mother's father's line - only father's father's father's, etc., line) they won't show up as matches on Y-DNA, and because autosomal DNA only goes back about 5-6 generations, the names you are viewing as matches now on those tests may not be related on that particular line. It does take a few weeks to pull the vial from storage and re-run the panel, but I will be happy to let you know when the re-test is complete. Please do not hesitate to contact me directly at [email protected] if you have any questions or concerns. Best regards, Janine [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 this resolution would be satisfactory to me. I hope and trust that your advertising may be made more clear, it should improve business and satisfaction all aroundJD
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]
Dear Ms. [redacted] We are sorry to hear that you've had difficulty with your [redacted] We would be happy to assist you, but this is Family Tree DNA. We do not provide customer service for [redacted]
Dear Mr. [redacted] We apologize for the delay in getting your results. I checked with the lab and some markers failed the initial run and were sent back through to be re-run and apparently failed the rerun but got stuck at that point. That's not the level of service we strive to provide our...
customers and we regret this situation was not caught sooner. I've requested a full refund for you, but we will still provide results for you. Barring any further failure, the results should be available in about two weeks, possibly a little less. If you have any questions or concerns, please feel free to contact me at [email protected]. Thank you for your patience as we resolve this matter for you. Best Regards, Janine C[redacted]Family Tree DNA
Tell us why here...[redacted] Please accept our condolences on the passing of your father. Losing a parent is never easy. We apologize for the frustration and inconvenience you've experienced with the [redacted] you ordered on your father's sample. We understand how frustrating the...
wait must be. Unfortunately, the sample has failed multiple times. By this point we would normally have asked for fresh sample, but as you've noted, your father is deceased and cannot provide any further sample so we're trying to get the test completed from what's available. As much as we'd like to be able to deliver the results, we're unable to do so if we can't complete the sequencing. [redacted] requires a more robust sample than other types of testing, such as the Family Finder autosomal test, so even though we were able to deliver Family Finder results in about four weeks from the time you ordered, and [redacted] results in less than six weeks from the time you ordered that test, the [redacted] is proving to be much more difficult. We will do our best to complete the test for you as quickly as possible, but please keep in mind that this is a scientific process using a biological sample and we are limited by the suitability of that sample for sequencing. Please feel free to contact me directly with any further questions or concerns you may have. Best regards, Janine C[redacted]Group Projects Manager[redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you for speaking with me today, [redacted]. I have refunded your complete payment for both the test and shipping. ($128.95). I apologize. The lab has been working on your sample to get the results. We have been running at a delay and that slowed the processing of your kit in the beginning....
After that we had trouble getting the results on all of the markers being tested. There is nothing you could have done which could have predicted or influenced this microbiological process. We are still working to get the results. The final part of the test is in one of our surest machines which also happens to be very slow. I would like to expedite your results but that is not possible with where it is now. I will monitor with the lab and contact you if there are issues that will delay your results further.Thank you[redacted]Customer Service ManagerFamily Tree DNA
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. Sent: Friday, [redacted]Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] I did click on accept.
[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. I understand that samples fail. If my sample did not sequence, after two attempts it should be mandatory that the customer be contacted, informed, and offered a new kit, no more than 6-8 weeks out. I am puzzled that they attempted re-sequencing many more times on a sample they know is a "dud." To what purpose?At this point I certainly do wish a refund, since I have nothing to show after 4 months and at this point have no desire to start all over again only to suffer the possible frustration of having the same thing happen again, handled the same way, with the same robo-responses. [redacted] that is very bad business and very bad customer service.I'm disappointed in that I had always heard that Family Tree DNA provided the most information possible and I was looking forward to my results. But the frustration I have experienced due to their non-customer service isn't worth it.[redacted]
Hello Bonnie,I'm sorry you are not having the experience you wanted. I can see the two kits and I have double checked the results. One can see in the matches section that the two kits you are discussing match each other at the highest level of the test you ordered. The Y-DNA 37...
test is an advanced genetic test that we often recommend for individuals to follow the paternal line of their ancestry. DNA testing is one tool in a genealogist's tool kit. We have a learning center (https://www.familytreedna.com/learn/) that has answers to all the questions you ask in your complaint. It is our guide and has listings for surnames and privacy. We have tools in your dashboard to give visual and text information on your matches and haplogroup. We have a page that lists what you get when you order a Y-DNA test. https://www.familytreedna.com/learn/y-dna-testing/y-str/receive-get-teste...⇄ are a business for profit and we do put advertisements on the free page you get as your dashboard. If you have any problems with tests ordered inadvertently then please call us at 713-868-1438 and we will work with you.You hired us to perform two Y-DNA 37 tests and we did as you asked. We sent the kit. We received the kit and we tested the sample to produce the results. We will be glad to have someone go over the tools you have in your dashboard and how to use them over the phone.I'm sorry but we are unable to refund your test. Here is a link to our refund policy: https://www.familytreedna.com/learn/ftdna/payments-refunds-policy/ Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Dear Mr. [redacted], In reviewing your account I see that your Y-37 test was completed this morning, 1/29/15, and is ready for you to view online. There are also two places where you may download the parts of your results that are downloadable, which are your matches, Y-STRs, and a certificate...
with your STRs on them. While I understand that you've already received apologies and at the point you filed this complaint, simply wanted results, I'm compelled again to apologize for the inconvenience and frustration you've experienced and to renew the offer of $50 credit toward any future testing you would like, whether for yourself or someone else. To redeem that credit, please email me directly at [email protected] and I will facilitate the order for you. Please let me know if you need further assistance. You're welcome to email me directly at any time.
You should be able to reach [redacted] by calling [redacted]Monday...
through Friday, 9am – 7pm EST. Our address is on the envelope because we process the test in our lab, but we have nothing to do with their Customer Service. There's a slim possibility that, if you send your [redacted] kit number to me at [email protected]) that I can get with one of our contacts for them on your behalf. I can't promise anything but I am happy to try. Sincerely, Janine C[redacted]Family Tree DNA
Hello [redacted],I'm sorry you are having this experience. When you took the test you elected not to sign the [redacted] Due to our privacy policy we are unable to show you any matches without your signature on that form. We offer an electronic version of the release form for your convenience....
Due to our strict privacy policy, you will not see others information until you sign the [redacted] The privacy policy states:"If the matching program finds a genetic match between you and another person in the database, and you have each signed the [redacted] Family Tree DNA will notify you via e-mail.If a genetic match is found between you and another individual who enters the library at some time in the future, both will be given the information that a potential match is in the database provided that BOTH of you have signed the[redacted] Only where both parties have signed the release form will we release contact information concerning the separate parties to the other party. In this way, all persons in the database will have the right to decide if they want to contact their genetic match(es)."We have a learning center provided free of charge for you to learn about your results and how to use them in your genealogy searches. https://www.familytreedna.com/learn/We provide your online dashboard free of charge. We do have advertisements for our tests that help individuals learn about our offerings. If you would like to call during business hours we will be glad to have one of our Information Specialists help you understand how to use the tools in your dashboard. Our phone number is [redacted]Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Hello Mr. [redacted],I have researched and I believe you are referring to kit [redacted]. That kit was checked in here on July 29, 2015. The two tests ordered are a FAmily Finder and a Y-DNA 67 test. The time for Y-DNA tests to complete is 9-11 weeks. That test is still running...
and no issues have been reported. We expect it to be posted in October. The time for Family Finders to complete is usually 4-5 weeks. I apologize that we do not have your results posted for the Family Finder test yet. WE are improving the process and we have run into an issue with a vendor. The results have been delayed until we can resolve the programming issues involved. The lab process has not shown any issues. WE expect the resolution within the next 6 business days. This issue has attention at the highest levels of our company and we are working to resolve the problem as quickly as possible. I understand it can be frustrating to have your results delayed. We will get this resolved and you will see your results.Thank youTom [redacted]Customer Support ManagerFamily Tree DNA
Hello [redacted]I'm sorry that you are not happy with the time it is taking for your mt Full Sequence test. Your test has not passed quality assurance. We have an expected time frame that we publish online that says 6-8 weeks for this particular test. However, when a sample does not...
get enough coverage for us to produce the results then we have to start all over again and there is added time to finish the process. In your case the sample went through initial testing with no problem. We performed the next part of the test and it takes weeks. At that point, your sample was stopped at our Quality Control and we started over again from the beginning. We inform you, as you noted in your complaint with the change in expected time frame. I'm sorry you feel there is misleading advertising. DNA sequencing is a scientific process, which means a small percentage of tests require retesting. Unfortunately, your sample is in that group. I met with the Lab Director on your sample and she is watching the current batch for your sample. The results can not be rushed faster than it takes to complete the test correctly. Our lab will not publish results until they are certain of their accuracy.I have sent a copy of your complaint to [redacted].I'm sorry but we will not be able to meet your request to email results as well as delays (& cause for delays) for all customers. There are ethical considerations in sending results in email so we keep the results in a secure online dashboard that the customer can use to choose to download their results. We do not email on delays because we put the estimates of times in the online dashboard. We are able to update many more kits in a timely manner in an environment we control. I will send your suggestion regarding emails for delays to the product development team. I will continue to work with our lab to get your results. Thank youTom R[redacted]Customer Support ManagerFamily Tree DNA
Hello [redacted],I'm sorry that we could not connect on the phone. I will do my best to help you with your tests. We received your biological sample on February 11, 2015. Testing started then. We expect our [redacted] tests to be completed in the time that we post. I apologize that yours is not...
done in that amount of time. When a sample does not pass our Quality Control it can add time to the completion of the test. Unfortunately, we do not know ahead of time if a sample will pass all out tests. We are only able to go forward with the information we have on hand. In our efforts to keep you notified, our people who post expected wait times to your kit had information that was, at the time, unavailable to our Information Specialists on the phone. No one here is deliberately telling you anything untrue. Communication between the lab and the rest of the business is clearly not up to the standard you expect. We are continuing to test your sample and it is still in the lab. I am hoping tht this test will pass our Quality Control but I can not make promises. We hope to have your test done in 3-4 weeks from today. We do not charge extra for continued testing until we get your results. If we have to ask for more sample, we will pay the shipping both ways. I'm sorry but the lab will not publish your results until they are certain that they have the right results. I wish I could get your results but until we know we are right we will not be able to produce any results. I have looked at the order of events for you and I can see where you might believe you were overcharged. You were not overcharged. The order in which you bought your tests defined the costs. On Aug 26, 2014 you bought the [redacted] for $69On Jan 26, 2015 you bought the [redacted] for $69 +$9.95 shipping. You also bought the [redacted] for $139. Then you cancelled the [redacted] and we refunded your $139 for this test on Jan 28, 2015. Please check your account for that date to see the refund was put into your account.On Jan 31 you ordered the [redacted] again for $139.If you would like I will refund the $69 for the [redacted] and we will continue to work to get your results through the test and Quality Control.Thank you
Hello Mr. [redacted],Thank you for speaking with me on the phone this afternoon. We performed the test you hired us to to as outlined in our terms and conditions that you agreed to when you bought the test. I'm sorry that the result did not turn out with anything we could post. A...
small percentage of autosomal tests require retesting due to sample failure. With your test we tried twice and we were unable to return a publishable result. I called to try to work out something to help with the $50 charge for a retest so we can continue the journey you started. You advised that you would only accept a full refund. I'm sorry but we are going to be unable to grant that request. Our Scientists in the lab uphold the highest standards in testing and produce thousands of usable results from autosomal DNA tests such as yours. They used a great deal of experience and the best equipment and procedures. I'm sorry we could come to an agreement that would work but I understand your reluctance to do so.Thank youTom R[redacted]Customer Support Manager
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
Hello Ms. [redacted],I'm sorry you are not satisfied with your experience on the Y-DNA 37 test. I have filed for a refund of the $119 USD that you paid for the test. I will monitor the progress of your retests with the lab. I expect it to take a few weeks since we are starting over again.The...
sample has failed and we will need to keep testing to get your result. I will monitor with the lab but there is no way to avoid the continued wait until the test is complete. When a test fails we have to start over at the beginning. We are unable to compromise our testing standards and we do not publish results we do not have 100% confidence in.I can see from your previous emails to us that you want a specific explanation. I'm sorry but we are unable to give you that. the causes for a test that fails are many and varied. We only know a sample does not pass after it goes through our machines. Your DNA tests are done at a microbiological level and observation is not a helpful component during testing. I'm afraid that we can not state categorically why a sample fails. I know you want a specific explanation but we simply do not have one. Please know that we never had any intent to delay your test when we received the sample. Our goal is to provide results you can have confidence in. If we do not have confidence in the results that we see then we, in all good conscience, can not publish them. You have made it clear that you feel the problem is in our testing. Thank you[redacted]Customer Service ManagerFamily Tree DNA
Dear Mr. [redacted], We apologize for any confusion you've experienced with your Y-DNA results. While our data assurance team did review your results and determined them to be accurate, I will be happy to authorized a re-run of the first panel of the test from the second vial of sample....
Normally such a re-test is $50 to cover lab and processing costs, but in this case I will waive the fee for you. A couple of things you might keep in mind while viewing your results: - You have no matches above 25 markers, which means that the matches you have are quite distant, probably at least 14 or more generations at the 25-marker level. - Your haplogroup is quite broad and covers are wide swath of Western Europe. SNP testing would reveal a more precise geographic connection for your direct male line. Y-DNA does not recombine, it does not mix together with other Y-DNA to pick up information along the way, it just slowly mutates. Many men from Spain and Portugal are, in fact, R-M269. In addition, the fact that your paternal pedigree extends 10 or so generations does not preclude a previous patriarch who migrated into Spain from the British Isles, or one who had his way with a Spanish or Portuguese lady. - If your DNA cousins on FTDNA and 23andMe have not take an Y-DNA test with FTDNA, and are not related to you on your direct paternal line (not your father's mother's father's line, or your father's father's mother's father's line - only father's father's father's, etc., line) they won't show up as matches on Y-DNA, and because autosomal DNA only goes back about 5-6 generations, the names you are viewing as matches now on those tests may not be related on that particular line. It does take a few weeks to pull the vial from storage and re-run the panel, but I will be happy to let you know when the re-test is complete. Please do not hesitate to contact me directly at [email protected] if you have any questions or concerns. Best regards, Janine [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 this resolution would be satisfactory to me. I hope and trust that your advertising may be made more clear, it should improve business and satisfaction all aroundJD
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]
Dear Ms. [redacted] We are sorry to hear that you've had difficulty with your [redacted] We would be happy to assist you, but this is Family Tree DNA. We do not provide customer service for [redacted]