Dear Mr. [redacted], We apologize for the difficulty you have had in contacting us. I had my assistant call you and work out a time to speak with you. If you have any questions or concerns, please feel free to contact me directly at [email protected] or 713-868-1438 x 2243. Best...
Dear Mr. [redacted], I apologize for the difficulty you had in getting your sample collection kit. While we understand your sentiments about stopping sales, I'm sure you can understand it's a bit more complicated than that considering the number of avenues from which we receive orders. The shortage...
of swabs was also a temporary one. We purchase directly from the manufacturer, not from a wholesaler, so we dealt with that unfortunate situation as quickly as possible. Your order was made on Friday, Jan. 2nd, right after the end of the largest volume sale in company history, so it took several days to prepare and ship the test kits from the last days of that sale. Your shipping record (attached) shows it was created on January 8th and was scanned through our local post office on Jan. 15, arrived in Rochester on Jan. 17, then delivered to your mailbox on Jan. 20. While that's not the ideal delivery time for a new order, it's not a delay of 20 days. I agree that communication regarding the delays in [redacted] testing was not what it should have been. The industry standard you cite is our standard because we are the only company providing [redacted] matching tests at this level, and we're working to return to that turnaround time as soon as possible. We do include in our terms of purchase that delays may happen for any reason, and our refunds are generally limited to failed samples for which we're unable to complete testing. Those terms are linked at the point of purchase. However, because we do value your business because it will likely be up to 4 more weeks before your full test is complete, barring any failures, I will offer you the choice of either $150 refund of your $370.95 purchase price, or $150 discount on a [redacted] purchase, good through the end of the year. The discount would be combined with any sale we might have on the product in that time period (you'd need to contact us directly to order.) Please let me know which you'd prefer, and I will make the arrangements for you right away. Thank you for your business and for your patience. We appreciate them both. Janine C[redacted]Group Project Manager, FTDNA
[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. Hello Tom,Thank you for taking the time to speak with me regarding my issue. I appreciate the effort you put in to expedite my pending results. I can see my results posted online now and have been able to download my raw data. Appreciate your help in getting this resolved.Best Regards,Saqib
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.
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.
Thank you!
Hello [redacted],
Thank you for speaking with me today. I'm sorry your experience
with Family Tree DNA is not what you hoped. Unfortunately, a small
percentage of our tests do not pass all of our quality audits.
Specifically in your case, the markers in panel 1 required...
retesting
because they did not pass our quality control standards. As I explained
over the phone, your sample passed the initial quality control checks and
started testing. The quality control audit at the end of the process is where
it stopped moving forward for a few markers. We did not get enough coverage of
a few markers and we went forward with our process of retesting. Your
final markers are in testing right now and we expect them to be complete,
however I do not have a date to give you.
I have discussed your sample with the manager of the [redacted] line of
testing and she is well aware. Your sample is already testing on the highest
priority and we will keep working with it until we can get your results.
I'm sorry but we are unable to publish results until they are complete
and we are 100% certain of the accuracy.
There is no place on our web site that guarantees the test will be
complete in 5 weeks. We do not guarantee the time frame. We have
been running at a delay on our [redacted] tests and we have published the reasons
for this delay. The sample arrived here for testing on February 3, 2015. When retesting is required the time to publish
the results lengthens. I am sorry that
it is taking longer than anyone hoped to complete the testing on your sample.
When you ordered the
kit you were advised of our refund policy. Specifically: "After a kit has been returned to our lab or where we
use a stored DNA sample for testing, we limit options for issuing refunds and
credits."
[redacted]
Thank you,
Tom [redacted]
Customer Support
Manager
Family Tree DNA
Hello Mr. [redacted],I'm sorry you feel this way. We have been honest and working in good faith to get your result but the lab has been unable to produce a result with the samples we have received, so far. The Lab is currently working with the latest sample to try to get you a result. If necessary,...
we will send for more sample but we are hoping we can get you something with the test we are running now. Your sample has failed several times and we have requested more sample several times. We do so at our cost for shipping and testing. Attached you will see the transaction number and receipt for the refund of the $39. The refund was processed on April 28. I did say that we will refund your cost and continue testing. We have given the refund and we are continuing to test. We must push buttons in the administrative portion of our computer system to give refunds and what you saw is that your test was cancelled. The test is not cancelled and we are working on it.I'm sorry but the Lab will not publish results until they are certain. They will go back and test again when Quality Audits require. That is the process that is happening with your sample. We are making a good faith effort to get you the result of your test.Thank youTom R[redacted]Customer Support Manager
[redacted] I apologize that your inquiry regarding your haplogroup and ancestral origins pages was not addressed properly with your initial inquiry. I also apologize that it was necessary for you to contact us at all. I see that you do have Ancestral Origins listed for...
your [redacted], so that tells me that in all likelihood that's all the information available there. It may have changed from what you initially got with your results because of an update in our matching algorithm. However, you do have matches at the [redacted] so you should have haplogroup origin information there as well. That tells me there's some sort of glitch that's preventing those results from showing. I will report this to IT and do my best to get the fix expedited for you. I understand that you take your results and your genealogy seriously, and we're glad you do. We do, too. This should have been addressed when you first wrote to us and I apologize that it was not. I will keep you posted on a fix for this issue. Please let me know if you have any questions or concerns by emailing me directly at [email protected]. Thank you for your patience in this matter.
Dear Ms. [redacted], We apologize for any inconvenience or frustration you've experience with your purchase. In viewing your initial inquiry regarding the test, you stated that you didn't receive anything for your money, which is why the person who answered gave you instructions on...
accessing the results. It seemed that you believed you didn't get results, not that you were unsatisfied with the results you received. I'm not sure exactly where you saw the test advertised, but I have gone to the [redacted] site and copied the description of the test from there and attached a screenshot. It says, "About the mtDNAPlus testReach into the past through mtDNA testing to uncover the deep ancestral origin of your direct maternal line (your mother, your mother's mother, etc.) and connect with genetic cousins." That description does say deep ancestral origins. The attachment also indicates that the more DNA you compare, the closer the relationships it can show, and the more refined the haplogroup will be. Again, without knowing exactly where you saw the test advertised, it's difficult to say what you expected to get from the test, but we did deliver what the website stated we would. Deep ancestral origins in the form of a maternal haplogroup, and matches along your direct maternal line. The instructions about contacting [redacted] for any refund request are accurate. They bought the test from us and then sold it to you, so they are liable for any refunds that may be issued. However, because we do want to ensure that your experience is a positive one, we will be happy to offer you a Family Finder autosomal test at no charge. We can use the sample you've already submitted to process the test, we simply need your agreement to do so. Please feel free to contact me directly. Janine [redacted]Family Tree DNA [email protected]
[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 appreciate the timely response, thank you.
Dear Ms. [redacted] We apologize for any inconvenience or frustration you may have experienced during your interactions with our company. We regret that you were not able to resolve this issue directly with our office. Please also accept our condolences on the loss of your loved...
one. It appears there were several misunderstandings here, and we apologize for the miscommunication. When swabs are done post-mortem, our policy is to be sure the customer understands that we cannot guarantee results and that once testing begins, refunds are available only under the terms and conditions of our refund policy, which you can see here: [redacted] Here's the applicable section: Family Finder Tests (Microarray Chip Testing)The Family Finder test uses a microarray chip that is sensitive to the quality of the DNA sample. As a result, our Family Finder testing and refund policy differs from our mtDNA and Y-DNA tests. We limit Family Finder testing to two attempts. Almost all (98.5%) of Family Finder tests process successfully on the first attempt with a good quality customer swab. Should the first attempt fail, we rerun the test with a second, separate DNA extraction.For Family Finder tests purchased at the $99 US price point, the following refund policies apply:Should the second attempt fail, and you wish to continue testing, we can make a third attempt with a new sample for a $50.00 US lab fee.No refunds will be issued after failed testing if additional sample is needed and is not obtainable.At no point should you have come out of your initial conversation with us believing that any type of refund would be issued if the test failed. We will review this policy with the phone representatives to ensure that does not happen in the future. Testing takes approximately four weeks from the time we receive the sample in our lab. If the sample fails, it starts the process over, which takes about the same amount of time because it's repeating the same steps the first run did. Your order was on 9/4, we received the sample on 9/9. The first run was marked failed on 10/6, the second run marked failed on 11/3. At that point we should have contacted you to let you know of the failure. We apologize that we did not do so in a timely manner. We will review that internal process to be sure it is being followed. Finally, you should not gone away from your call to us with the impression that no supervisor was available at at any time. Even had one not been immediately reachable, you should have been offered a call back when one became available. Again, we apologize that did not happen and will bring this to the attention of the department manager. Because we did not effectively communicate our refund policy to you and did not resolve your issue during your call to us, we're issuing a full refund for your purchase price and your expedited shipping costs. That $139 refund will be processed within 1-2 business days and should be received by your financial institution within 3-5 business days. Again, we regret that this experience with our company was not satisfactory and hope that you'll allow us an opportunity to earn your business in the future.
Dear Mr. [redacted], We apologize for the delay in providing you with test results. We work diligently to deliver results within the time frame we initially state but unfortunately sometimes we're not able to do so because of lab volume or test failures. In your case, we do have a heavy...
volume of tests so it's taking longer than the standard 6-8 weeks for Y-STR testing. We apologize for the frustration and inconvenience and will be happy to offer you a voucher for $50 off of any additional testing, whether upgrades to your own testing or for someone else. Please know that we're working as hard as possible to provide you with accurate results in as timely a manner as possible. Thank you for your patience and your business. We appreciate them both.
Dear Mr. [redacted], We apologize for the delay in delivering results for your Y-STR test. I can see that you've received an email notification that results were posted. To clarify, however, I would mention that while you placed the Y test order on 12/11/14, we did not receive your sample until...
12/27/14, so it's not exactly fair to say we waited until 1/1/15 to begin start your test. That's when your test was batched and sent to the lab. Normal turnaround times are 6-8 weeks but we did have a record-breaking response to our holiday sale so it did take longer than that to deliver your results. We do include in our terms of purchase that lab delays can occur for any reason, and our refund policy is limited to test failures that cannot be re-run. However, because we do value your business, I will offer you a free Family Finder test for the person of your choice, or a $40 refund on to your credit card, whichever you prefer. Please let me know and I will process the request for you as quickly as possible. Thank you for your business and your patience. We appreciate them both. Janine C[redacted]Group Project Manager, FTDNA
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,
Mr. Tom [redacted] basically used the same excuse for delay as he did regarding my kit #[redacted] in 2014. It is FTDNA's "A typical" excuse. FTDNA should have a responsibility to all of its customers to at the very least, inform them when purchasing a DNA test that their laboratory cannot keep up with the demand. Not "we have experienced a delay". FTDNA take the money in advance from thousands of customers with no assurance or committment as to when the results will be completed. I have absolutely no doubt that I am only one of thousands with the same complaint. The only difference is that I chose to file a complaint in hopes that FTDNA will clean up their act.Regards,[redacted]
Hello Mr. [redacted],I'm sorry that your DNA tests are taking so long to complete. The mtDNA Plus test was in the scoring stage so I walked that through the process until it was complete and posted yesterday. The Y-DNA 67 test has a marker that is being rerun until the lab can produce your...
results. In previous attempts the final marker did not pass our quality control standards. This part of the process is the hold up on the Y-DNA test. You bought two of our kits, 390695 and 390694. You paid a total of $634.90 for 5 different DNA tests. On Kit 390694 you paid $267.95 (including shipping). On Kit 390695 you paid $366.95 (including shipping).We were able to complete kit 390694 for [redacted]. The Family Finder test was complete and posted on February 10 and the mtFull Sequence was complete and posted on March 11. Both tests were done within our published time frames at the time of purchase. We met all expectations for this kit and we will be unable to refund anything.Kit 390695, for [redacted], had the Family Finder test posted on February 10. The mtDNA Plus test was delayed in the lab as was the Y-DNA 67. I apologize but we are unable to post results of a test until the process is complete. The Y-DNA test was not in the scoring phase of the process on May 6 but I have them working to complete your test as quickly as possible and still stay within our Quality Standards. I understand your frustration at the delay that results from markers that must be rerun to get reliable results. Y-DNA tests have been delayed due to a necessary change in processing the tests. When your sample was tested we were able to complete most of it but a few markers did not get enough readings for us to publish the results of those markers. I'm sure you took these tests for a reason and I would like for us to be able to complete the answers for your questions and allow you to use the tools associated with your online dashboard. If we destroy your results then you will not be able to benefit from the money and time you have already put in. I would like to work with you to find a better solution than simply destroying everything. I will be glad to refund your mtDNA Plus and the Y-DNA 67 test for a total of $268, and still retain your access to your results and tools on the site. I will continue to work with the lab to see what can be done to expedite the publication of your results.Thank you,[redacted]Customer Service ManagerFamily Tree DNA
Thank you for speaking with me on the phone today, [redacted]. Your sample was in the scoring phase of the process so I was able to walk it through and get your results posted. The results were set from the lab to be posted this week. I'm sorry that our Customer Service reading of the Lab information...
led us to extend the expected time to completion. I apologize that you feel you got the runaround. I was the person who answered you original email in May. I have been watching the progress of the [redacted] and no further information has been advised by the lab. I'm glad you have your results. I have sent you an email so you can directly reply back to me with any questions.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 find that this resolution would be satisfactory to me.
That is the correct kit number. Thank you.
[redacted]
I can understand your frustration and apologize that you were not given better information about the progress of your test. I will be addressing that issue with the customer service manager to ensure that additional training is provided for CSRs to better address...
situations such as yours. I spoke with one of the lab managers regarding the amount of time it's taken to process your sample. She reviewed the situation and said that while your sample passes initial quality analysis we do before attempting sequencing, it did not sequence at all. She was not sure why the second vial had not been pulled as is the standard practice after such issues, but is going to use a different sequencing process now to attempt to complete the test. Because of the inconvenience you've experienced, I'm going to have a refund of the full purchase price issued for you, and we will get results for you as quickly as possible. I would love to be able to tell you it will be possible in the next two to three weeks, but unfortunately there's no guarantee the sample will sequence even with the other method so we may need to get more sample from you at that point if you're still interested in receiving the results. The refund will be processed on our end in the next two business days, then it depends on your financial institution as to how long it will take them to post the credit to your account. Again, I apologize for the delay and the lack of communication about the situation. That's not the level of service we want to provide for our customers. Please feel free to contact me directly at [redacted] (either will work) if you have any further questions or concerns. Best regards, Janine C[redacted]Group Projects Manager
Dear Ms. [redacted], We apologize for any frustration or inconvenience you experienced with your DNA test. We did have a large number of tests arrive in the mail about the same time yours did, and while we added extra staff, it did still take longer than normal for a kit scanned as delivered by the...
[redacted] to be checked in to the lab. Once in the lab, it took longer than normal for the sample to be extracted and run, and once completed in the lab, took longer to upload than normal. Each of those delays have generated a higher-than-normal call and email volume. I will discuss your concerns with the Customer Service manager so that he can use your feedback for training. Your results have posted now so you should be able to view your matches and ancestral origins, and use all the features of our site. Please contact me directly at janine*@ftdna.com if you need further assistance. Best Regards, Janine [redacted] Group Projects ManagerFamily Tree DNA
Mr. [redacted], I apologize if you did not see the response we sent to your last message. I've attached a screenshot of it for you, and I'm sure that the Revdex.com team can verify and provide the copy for you as well. I've also attached a copy of the message in which we offered you the option of retesting to verify the results, but the only context in which a refund was offered was if that retest did not match the initial results. Please see the attachment for the exact wording of the offer. Again, our terms of purchase, to which you agreed when you completed the order, indicate that once a test has gone to the lab, we only refund if the test fails and we're not able to complete it. You can read that policy here: [redacted] I can understand being frustrated that the results of your testing did not immediately reflect your family story. As I've stated before, these results do not preclude a name change. They simply indicate the name change may be farther back than previously known. With respect, Mr. [redacted], ordering a DNA test is not like buying a product off the shelf that can be put back on the shelf and resold. The testing used materials and labor that cannot be recovered. If there were an error we'd gladly issue a refund, but it would require a retest to show an error. If you're declining the retest, then we apologize, but we're unable to offer a refund. [redacted]
Dear Mr. [redacted], We apologize for the difficulty you have had in contacting us. I had my assistant call you and work out a time to speak with you. If you have any questions or concerns, please feel free to contact me directly at [email protected] or 713-868-1438 x 2243. Best...
Regards, Janine [redacted]Family Tree DNA
Dear Mr. [redacted], I apologize for the difficulty you had in getting your sample collection kit. While we understand your sentiments about stopping sales, I'm sure you can understand it's a bit more complicated than that considering the number of avenues from which we receive orders. The shortage...
of swabs was also a temporary one. We purchase directly from the manufacturer, not from a wholesaler, so we dealt with that unfortunate situation as quickly as possible. Your order was made on Friday, Jan. 2nd, right after the end of the largest volume sale in company history, so it took several days to prepare and ship the test kits from the last days of that sale. Your shipping record (attached) shows it was created on January 8th and was scanned through our local post office on Jan. 15, arrived in Rochester on Jan. 17, then delivered to your mailbox on Jan. 20. While that's not the ideal delivery time for a new order, it's not a delay of 20 days. I agree that communication regarding the delays in [redacted] testing was not what it should have been. The industry standard you cite is our standard because we are the only company providing [redacted] matching tests at this level, and we're working to return to that turnaround time as soon as possible. We do include in our terms of purchase that delays may happen for any reason, and our refunds are generally limited to failed samples for which we're unable to complete testing. Those terms are linked at the point of purchase. However, because we do value your business because it will likely be up to 4 more weeks before your full test is complete, barring any failures, I will offer you the choice of either $150 refund of your $370.95 purchase price, or $150 discount on a [redacted] purchase, good through the end of the year. The discount would be combined with any sale we might have on the product in that time period (you'd need to contact us directly to order.) Please let me know which you'd prefer, and I will make the arrangements for you right away. Thank you for your business and for your patience. We appreciate them both. Janine C[redacted]Group Project Manager, FTDNA
[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. Hello Tom,Thank you for taking the time to speak with me regarding my issue. I appreciate the effort you put in to expedite my pending results. I can see my results posted online now and have been able to download my raw data. Appreciate your help in getting this resolved.Best Regards,Saqib
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.
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.
Thank you!
Hello [redacted],
Thank you for speaking with me today. I'm sorry your experience
with Family Tree DNA is not what you hoped. Unfortunately, a small
percentage of our tests do not pass all of our quality audits.
Specifically in your case, the markers in panel 1 required...
retesting
because they did not pass our quality control standards. As I explained
over the phone, your sample passed the initial quality control checks and
started testing. The quality control audit at the end of the process is where
it stopped moving forward for a few markers. We did not get enough coverage of
a few markers and we went forward with our process of retesting. Your
final markers are in testing right now and we expect them to be complete,
however I do not have a date to give you.
I have discussed your sample with the manager of the [redacted] line of
testing and she is well aware. Your sample is already testing on the highest
priority and we will keep working with it until we can get your results.
I'm sorry but we are unable to publish results until they are complete
and we are 100% certain of the accuracy.
There is no place on our web site that guarantees the test will be
complete in 5 weeks. We do not guarantee the time frame. We have
been running at a delay on our [redacted] tests and we have published the reasons
for this delay. The sample arrived here for testing on February 3, 2015. When retesting is required the time to publish
the results lengthens. I am sorry that
it is taking longer than anyone hoped to complete the testing on your sample.
When you ordered the
kit you were advised of our refund policy. Specifically: "After a kit has been returned to our lab or where we
use a stored DNA sample for testing, we limit options for issuing refunds and
credits."
[redacted]
Thank you,
Tom [redacted]
Customer Support
Manager
Family Tree DNA
Hello Mr. [redacted],I'm sorry you feel this way. We have been honest and working in good faith to get your result but the lab has been unable to produce a result with the samples we have received, so far. The Lab is currently working with the latest sample to try to get you a result. If necessary,...
we will send for more sample but we are hoping we can get you something with the test we are running now. Your sample has failed several times and we have requested more sample several times. We do so at our cost for shipping and testing. Attached you will see the transaction number and receipt for the refund of the $39. The refund was processed on April 28. I did say that we will refund your cost and continue testing. We have given the refund and we are continuing to test. We must push buttons in the administrative portion of our computer system to give refunds and what you saw is that your test was cancelled. The test is not cancelled and we are working on it.I'm sorry but the Lab will not publish results until they are certain. They will go back and test again when Quality Audits require. That is the process that is happening with your sample. We are making a good faith effort to get you the result of your test.Thank youTom R[redacted]Customer Support Manager
[redacted] I apologize that your inquiry regarding your haplogroup and ancestral origins pages was not addressed properly with your initial inquiry. I also apologize that it was necessary for you to contact us at all. I see that you do have Ancestral Origins listed for...
your [redacted], so that tells me that in all likelihood that's all the information available there. It may have changed from what you initially got with your results because of an update in our matching algorithm. However, you do have matches at the [redacted] so you should have haplogroup origin information there as well. That tells me there's some sort of glitch that's preventing those results from showing. I will report this to IT and do my best to get the fix expedited for you. I understand that you take your results and your genealogy seriously, and we're glad you do. We do, too. This should have been addressed when you first wrote to us and I apologize that it was not. I will keep you posted on a fix for this issue. Please let me know if you have any questions or concerns by emailing me directly at [email protected]. Thank you for your patience in this matter.
Dear Ms. [redacted], We apologize for any inconvenience or frustration you've experience with your purchase. In viewing your initial inquiry regarding the test, you stated that you didn't receive anything for your money, which is why the person who answered gave you instructions on...
accessing the results. It seemed that you believed you didn't get results, not that you were unsatisfied with the results you received. I'm not sure exactly where you saw the test advertised, but I have gone to the [redacted] site and copied the description of the test from there and attached a screenshot. It says, "About the mtDNAPlus testReach into the past through mtDNA testing to uncover the deep ancestral origin of your direct maternal line (your mother, your mother's mother, etc.) and connect with genetic cousins." That description does say deep ancestral origins. The attachment also indicates that the more DNA you compare, the closer the relationships it can show, and the more refined the haplogroup will be. Again, without knowing exactly where you saw the test advertised, it's difficult to say what you expected to get from the test, but we did deliver what the website stated we would. Deep ancestral origins in the form of a maternal haplogroup, and matches along your direct maternal line. The instructions about contacting [redacted] for any refund request are accurate. They bought the test from us and then sold it to you, so they are liable for any refunds that may be issued. However, because we do want to ensure that your experience is a positive one, we will be happy to offer you a Family Finder autosomal test at no charge. We can use the sample you've already submitted to process the test, we simply need your agreement to do so. Please feel free to contact me directly. Janine [redacted]Family Tree DNA [email protected]
[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 appreciate the timely response, thank you.
Dear Ms. [redacted] We apologize for any inconvenience or frustration you may have experienced during your interactions with our company. We regret that you were not able to resolve this issue directly with our office. Please also accept our condolences on the loss of your loved...
one. It appears there were several misunderstandings here, and we apologize for the miscommunication. When swabs are done post-mortem, our policy is to be sure the customer understands that we cannot guarantee results and that once testing begins, refunds are available only under the terms and conditions of our refund policy, which you can see here: [redacted] Here's the applicable section: Family Finder Tests (Microarray Chip Testing)The Family Finder test uses a microarray chip that is sensitive to the quality of the DNA sample. As a result, our Family Finder testing and refund policy differs from our mtDNA and Y-DNA tests. We limit Family Finder testing to two attempts. Almost all (98.5%) of Family Finder tests process successfully on the first attempt with a good quality customer swab. Should the first attempt fail, we rerun the test with a second, separate DNA extraction.For Family Finder tests purchased at the $99 US price point, the following refund policies apply:Should the second attempt fail, and you wish to continue testing, we can make a third attempt with a new sample for a $50.00 US lab fee.No refunds will be issued after failed testing if additional sample is needed and is not obtainable.At no point should you have come out of your initial conversation with us believing that any type of refund would be issued if the test failed. We will review this policy with the phone representatives to ensure that does not happen in the future. Testing takes approximately four weeks from the time we receive the sample in our lab. If the sample fails, it starts the process over, which takes about the same amount of time because it's repeating the same steps the first run did. Your order was on 9/4, we received the sample on 9/9. The first run was marked failed on 10/6, the second run marked failed on 11/3. At that point we should have contacted you to let you know of the failure. We apologize that we did not do so in a timely manner. We will review that internal process to be sure it is being followed. Finally, you should not gone away from your call to us with the impression that no supervisor was available at at any time. Even had one not been immediately reachable, you should have been offered a call back when one became available. Again, we apologize that did not happen and will bring this to the attention of the department manager. Because we did not effectively communicate our refund policy to you and did not resolve your issue during your call to us, we're issuing a full refund for your purchase price and your expedited shipping costs. That $139 refund will be processed within 1-2 business days and should be received by your financial institution within 3-5 business days. Again, we regret that this experience with our company was not satisfactory and hope that you'll allow us an opportunity to earn your business in the future.
Dear Mr. [redacted], We apologize for the delay in providing you with test results. We work diligently to deliver results within the time frame we initially state but unfortunately sometimes we're not able to do so because of lab volume or test failures. In your case, we do have a heavy...
volume of tests so it's taking longer than the standard 6-8 weeks for Y-STR testing. We apologize for the frustration and inconvenience and will be happy to offer you a voucher for $50 off of any additional testing, whether upgrades to your own testing or for someone else. Please know that we're working as hard as possible to provide you with accurate results in as timely a manner as possible. Thank you for your patience and your business. We appreciate them both.
Dear Mr. [redacted], We apologize for the delay in delivering results for your Y-STR test. I can see that you've received an email notification that results were posted. To clarify, however, I would mention that while you placed the Y test order on 12/11/14, we did not receive your sample until...
12/27/14, so it's not exactly fair to say we waited until 1/1/15 to begin start your test. That's when your test was batched and sent to the lab. Normal turnaround times are 6-8 weeks but we did have a record-breaking response to our holiday sale so it did take longer than that to deliver your results. We do include in our terms of purchase that lab delays can occur for any reason, and our refund policy is limited to test failures that cannot be re-run. However, because we do value your business, I will offer you a free Family Finder test for the person of your choice, or a $40 refund on to your credit card, whichever you prefer. Please let me know and I will process the request for you as quickly as possible. Thank you for your business and your patience. We appreciate them both. Janine C[redacted]Group Project Manager, FTDNA
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,
Mr. Tom [redacted] basically used the same excuse for delay as he did regarding my kit #[redacted] in 2014. It is FTDNA's "A typical" excuse. FTDNA should have a responsibility to all of its customers to at the very least, inform them when purchasing a DNA test that their laboratory cannot keep up with the demand. Not "we have experienced a delay". FTDNA take the money in advance from thousands of customers with no assurance or committment as to when the results will be completed. I have absolutely no doubt that I am only one of thousands with the same complaint. The only difference is that I chose to file a complaint in hopes that FTDNA will clean up their act.Regards,[redacted]
Hello Mr. [redacted],I'm sorry that your DNA tests are taking so long to complete. The mtDNA Plus test was in the scoring stage so I walked that through the process until it was complete and posted yesterday. The Y-DNA 67 test has a marker that is being rerun until the lab can produce your...
results. In previous attempts the final marker did not pass our quality control standards. This part of the process is the hold up on the Y-DNA test. You bought two of our kits, 390695 and 390694. You paid a total of $634.90 for 5 different DNA tests. On Kit 390694 you paid $267.95 (including shipping). On Kit 390695 you paid $366.95 (including shipping).We were able to complete kit 390694 for [redacted]. The Family Finder test was complete and posted on February 10 and the mtFull Sequence was complete and posted on March 11. Both tests were done within our published time frames at the time of purchase. We met all expectations for this kit and we will be unable to refund anything.Kit 390695, for [redacted], had the Family Finder test posted on February 10. The mtDNA Plus test was delayed in the lab as was the Y-DNA 67. I apologize but we are unable to post results of a test until the process is complete. The Y-DNA test was not in the scoring phase of the process on May 6 but I have them working to complete your test as quickly as possible and still stay within our Quality Standards. I understand your frustration at the delay that results from markers that must be rerun to get reliable results. Y-DNA tests have been delayed due to a necessary change in processing the tests. When your sample was tested we were able to complete most of it but a few markers did not get enough readings for us to publish the results of those markers. I'm sure you took these tests for a reason and I would like for us to be able to complete the answers for your questions and allow you to use the tools associated with your online dashboard. If we destroy your results then you will not be able to benefit from the money and time you have already put in. I would like to work with you to find a better solution than simply destroying everything. I will be glad to refund your mtDNA Plus and the Y-DNA 67 test for a total of $268, and still retain your access to your results and tools on the site. I will continue to work with the lab to see what can be done to expedite the publication of your results.Thank you,[redacted]Customer Service ManagerFamily Tree DNA
Thank you for speaking with me on the phone today, [redacted]. Your sample was in the scoring phase of the process so I was able to walk it through and get your results posted. The results were set from the lab to be posted this week. I'm sorry that our Customer Service reading of the Lab information...
led us to extend the expected time to completion. I apologize that you feel you got the runaround. I was the person who answered you original email in May. I have been watching the progress of the [redacted] and no further information has been advised by the lab. I'm glad you have your results. I have sent you an email so you can directly reply back to me with any questions.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 find that this resolution would be satisfactory to me.
That is the correct kit number. Thank you.
[redacted]
I can understand your frustration and apologize that you were not given better information about the progress of your test. I will be addressing that issue with the customer service manager to ensure that additional training is provided for CSRs to better address...
situations such as yours. I spoke with one of the lab managers regarding the amount of time it's taken to process your sample. She reviewed the situation and said that while your sample passes initial quality analysis we do before attempting sequencing, it did not sequence at all. She was not sure why the second vial had not been pulled as is the standard practice after such issues, but is going to use a different sequencing process now to attempt to complete the test. Because of the inconvenience you've experienced, I'm going to have a refund of the full purchase price issued for you, and we will get results for you as quickly as possible. I would love to be able to tell you it will be possible in the next two to three weeks, but unfortunately there's no guarantee the sample will sequence even with the other method so we may need to get more sample from you at that point if you're still interested in receiving the results. The refund will be processed on our end in the next two business days, then it depends on your financial institution as to how long it will take them to post the credit to your account. Again, I apologize for the delay and the lack of communication about the situation. That's not the level of service we want to provide for our customers. Please feel free to contact me directly at [redacted] (either will work) if you have any further questions or concerns. Best regards, Janine C[redacted]Group Projects Manager
Dear Ms. [redacted], We apologize for any frustration or inconvenience you experienced with your DNA test. We did have a large number of tests arrive in the mail about the same time yours did, and while we added extra staff, it did still take longer than normal for a kit scanned as delivered by the...
[redacted] to be checked in to the lab. Once in the lab, it took longer than normal for the sample to be extracted and run, and once completed in the lab, took longer to upload than normal. Each of those delays have generated a higher-than-normal call and email volume. I will discuss your concerns with the Customer Service manager so that he can use your feedback for training. Your results have posted now so you should be able to view your matches and ancestral origins, and use all the features of our site. Please contact me directly at janine*@ftdna.com if you need further assistance. Best Regards, Janine [redacted] Group Projects ManagerFamily Tree DNA
Mr. [redacted], I apologize if you did not see the response we sent to your last message. I've attached a screenshot of it for you, and I'm sure that the Revdex.com team can verify and provide the copy for you as well. I've also attached a copy of the message in which we offered you the option of retesting to verify the results, but the only context in which a refund was offered was if that retest did not match the initial results. Please see the attachment for the exact wording of the offer. Again, our terms of purchase, to which you agreed when you completed the order, indicate that once a test has gone to the lab, we only refund if the test fails and we're not able to complete it. You can read that policy here: [redacted] I can understand being frustrated that the results of your testing did not immediately reflect your family story. As I've stated before, these results do not preclude a name change. They simply indicate the name change may be farther back than previously known. With respect, Mr. [redacted], ordering a DNA test is not like buying a product off the shelf that can be put back on the shelf and resold. The testing used materials and labor that cannot be recovered. If there were an error we'd gladly issue a refund, but it would require a retest to show an error. If you're declining the retest, then we apologize, but we're unable to offer a refund. [redacted]