I again sent a detailed email to the customer service department, as well as the woman who had sent me my appointment confirmation email because she was the only other email address I had for the DDC, the night of May 26th. On May 26th, I finally received confirmation that his sample had arrived at the lab due to their closure May 22nd thru 25th for Memorial Day (which made the attempt at overnighting the sample to speed up the process a waste) and that results would be available online at 6pm on June 4th. Eventually they got back on the line and asked him to just schedule a new sample collection appointment instead for the following day, May 21st, and that they would have it overnighted to the lab. When he called a couple hours later that same day, they told him his sample "might have been sent to the wrong department", and placed him on a 20 minute hold while they tried to figure it out. She told me to have him call and follow up with where his sample was. The woman who answered informed me that they had never received a sample at the lab for potential father #1. After receiving no reply for 5 days, I called the help line on May 20th to try and figure out what the hold up was. After getting no confirmation email that all of our samples had arrived at the lab for over a week, I sent an email to the customer service department on May 15th asking if they could help find the problem. On May 8th, potential father #1 went and left his sample at his local assigned facility, while myself and potential father #2 left samples at our local assigned facility on May 11th. My consultant was aware of the awful experience we had with the prior company and assured me we came to the right place for fast, accurate answers. We had already been scammed by another DNA testing company, so we thought "better safe than sorry" and purchased the VERY expensive but legally sound DDC test. Here's what happened to us:įor our situation, we decided to go with the non-invasive prenatal testing. If you were contemplating the need to request the 3-day result turnaround, please do yourself a favor and ask for it just in case. (3) We also left you a voicemail on January 20 and encourage you to call us back. (2) Our records show you spoke with Marc B**** on 12/22 and that all concerns appeared to be settled at that time. We apologize for the need for back-and-forth communication, which must have been frustrating. We do what we can to accommodate customers' requests and coordinate with collection sites for scheduling during the Christmas-New Year's holiday week, but DDC must block off certain days during the holidays to preserve the integrity of DNA samples when our laboratory is closed, and sometimes the collection site does not keep that in mind when doing their own scheduling. (1) The DNA collection sites we work with are third parties who have their own staffing and scheduling. Of course we take complaints seriously, do everything we can to ensure the best possible customer experience, and are happy to address each of your concerns. We are so sorry you didn't have a good experience with us last month. This is completely unprofessional and unacceptable. Now, I have been trying to get a hold of Marc B**** and have not heard back for over 2 weeks. I do not appreciate the back and forth and the miscommunication. Given the sensitivity of the work you all do, I would appreciate that this matter be taken a little more seriously. This has been confusing as I was under the impression that I needed to formally schedule these appointments with a representative.Īfter getting off the phone with Pam yesterday, this was indeed incorrect information from Maneek and now due to an "emergency" my confirmed apt for 12/28 needs to be moved to another location and another date. After my ex went into the test site yesterday, Maneek mentioned he had extra "kits" for my blood draw and was available 12/21 and 12/22. I managed to schedule an apt with Tiffany last week for a swob on 12/21 and blood draw on 12/28. Initially, Peggy mentioned that I was able to get tested on 12/21 and 12/22 however, after speaking with Tiffany last week, she mentioned this was not possible given the holiday schedule. I have spoken to Peggy, Michelle, Tiffany and finally a Pam to address several concerns with the scheduling issues. I need to bring to your attention the level of unprofessionalism I have experienced so far with DDC.
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