Yesterday Family Tree DNA sent the following announcement to project administrators:
It is with great satisfaction that we announce a permanent price change and other improvements that will positively impact your projects.
Prices:
Due to the recent upgrade of our state-of-the-art laboratory, coupled with research and development into increasing lab efficiency, we are able to permanently offer the basic Y-DNA12 test for $49 beginning April 1, 2013. The current sale of Y12 at $39 will end at 11:59PM CST, March 31,2013. We are also working on bringing down the price of the basic mtDNA test as well; we hope to have that accomplished during the first half of this year.
We understand that several projects have a minimum requirement of 37 markers for the Y-DNA test, but we’ve learned through the promotion with the lower price point on the Y-DNA12 last month, that it did not reduce the number of orders at the 37-marker level. Therefore, there was a net gain for the database, not only by increasing the number of members, but also increasing the number of potential upgrades to higher levels.
We hope that you can encourage family and friends who saw the price as a barrier to now come on board. It is our goal to ensure every single person is able to have the "DNA experience," at least at the basic level. We are working on a letter that you can send to family and friends to invite them to take advantage of the new pricing.
Customer Service:
Family Tree DNA is the only company exclusively dedicated to genetic genealogy and anthropology. We offer the widest range of tests, from the basic ones mentioned above to specific SNPs and all to way to the "Walk Through the Y" and the Full Mitochondrial Sequence.
Every month our lab in Houston processes tens of thousands of discrete tests.
Given the increase in the volume of orders and tests, we are adding additional people in our Customer Service department. These are all qualified personnel that receive very specific training and who give an individual answer to each email and phone call that they receive under almost every circumstance. Our policy always been to answer email between 24 to 48 hours (excluding on weekends), and we are working towards coming back to this norm. We apologize for the inconvenience that delays beyond this norm have caused and we appreciate your patience and support while this situation is being corrected.
IT:
Our IT Department has a number of responsibilities. The main ones are:
- Making sure that our Laboratory Information Management System (LIMS) works flawlessly so that there are no mix-ups in the lab or errors during processing.
- Making sure that results coming out of the lab are seamlessly integrated with the personal records from our customers.
- Writing the code for new features to be implemented, whether those features are conceived in-house or at the suggestion of our customers.
Obviously, they also have to fix bugs, because as we know - unfortunately - bugs happen. Any of you that have iPhones, iPads or Android apps know that we receive almost daily notifications for updates which most of the time relate to bug fixes. That doesn’t mean we accept all bugs as inevitable—beyond a certain point they’re not acceptable, so we are also taking the necessary steps to improve this situation by hiring additional qualified people. We believe that the results will be noticed soon. Again, we apologize and appreciate your patience and support.
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As we grow and remain the leading company in the field of genetic genealogy and anthropology, we want to recognize the vital contribution that you - the project administrators - have played in this field since we pioneered it in 2000. The recent groundbreaking paper "An African American Paternal Lineage Adds an Extremely Ancient Root to the Human Y Chromosome Phylogenetic Tree," published in the most prestigious journal in the field, The American Journal of Human Genetics, and widely mentioned in the press, was generated from a sample analyzed at our lab. The paper was authored by a group that included Family Tree DNA group administrators, our lab people and a member of our Scientific Advisory Board among others. This is a testament not just to the quality of FTDNA's science, but also to your contribution as citizen scientists over the years. For that we sincerely THANK YOU!