Blind Depot, The

[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

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

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,

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

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 3/7/2017 and assigned ID [redacted]
Regards,[redacted]

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 Mr. [redacted], We apologize for any frustration you've experienced with your order. Unfortunately, since we are dealing with lab processes, sometimes delays occur. In this case, the first run of your Y test only yielded part of the results necessary to complete it. We ran it again, got a few more...

markers, then had to pull the second vial of sample and ran two more tries, each netting a bit more information. All of those steps take additional time, so while we know it's frustrating, we do have stringent quality control standards, and if the results do not pass those, we must re-test them. It's not unusual for some markers to fail the first run, but to fail subsequent runs is not typical and points to a less-than-optimum sample, usually from not swabbing properly. At this point we would have been contacting you to get additional sample because we still have three markers that we need to run to complete your order. I've requested that a collection kit be sent to you via priority mail, with return priority mail included. When you get the kit, please follow the instructions closely. Generally first thing in the morning before you've brushed your teeth, eaten, etc. is best. If you have dentures or a partial, make sure your mouth is clean of any adhesive, as it dissolves the DNA. Swab firmly about 45 seconds on each side. Once we get the additional sample from you, we'll expedite the retesting of those remaining markers so we can get you your results as quickly as possible. If you have any questions or concerns, please contact me at @[email protected].  Janine [redacted] Family Tree DNA Mgmt.

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

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

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]

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.

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

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.  
[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] [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

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]

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:
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 10/27/2017 and assigned ID [redacted].
Regards,

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.

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