Dear Kirill Olimpiev or their Kit Manager,
We are contacting you regarding the Big Y-700 upgrade for kit SI12724. Your email is either listed as the primary for this kit or was listed in the billing address for this order.
For the Big Y-700, the lab prefers to be able to run the test on samples that either are less than 2 years of age or haven't been tested previously.
Samples in either of these states tend to process more quickly in the lab and are less likely to have degraded, meaning that they are more likely to pass quality control and produce results for the Big Y-700.
We either initially had a sample that fit these standards, we have previously requested new samples from you for this upgrade, or both. However, the most recent samples available were insufficient to pass the stringent quality control process for the Big Y-700 and your samples have failed multiple times, and we will need to collect further samples from the original tester to continue to process your order.
Please note that the Big Y-700 test is a complex and expensive test; the DNA is processed and put through quality control to ensure the data generated provides accurate results. Although we provide an estimated time frame for results, it is meant to as a guideline rather than a guarantee. Because a new sample is requested, this will extend the timeframe you will wait for results between when your upgrade was batched and when the results do finally post.
In order to provide the best possible sample that has the highest chance of passing quality control, please review the DNA collection information listed below. We look forward to working with you and please let us know if you have any questions.
DNA Collection Tips:
Samples should be collected at least one hour after brushing teeth, using mouthwash, using tobacco products, chewing gum or any other substances, drinking or eating. Not following the collection instructions exactly may negatively affect a resulting DNA quality.
In addition, if you wear dentures or partials, certain creams and glues have been known to affect DNA quality so we recommend you use the collection kit before using any of these products.
Certain medications and procedures used to treat cancer have also been known to disrupt the structure of DNA and lead to sample failures, including current or recent chemotherapy, radiation, and organ transplants, such as bone marrow or stem cell treatments at any point in time. If the DNA donor has had any of these, please notify us before submitting a new sample.
Sample Collection Instructions
https://help.familytreedna.com/hc/en-us/articles/4414739994767-Taking-Your-DNA-Test-A new sample collection kit is being prepared to be sent out to the address on file or has already been mailed. If any adjustments to your address need to be made, or if no further sample is available for the original tester, please reply directly to this email or call 713-868-1438 and select option 2 to speak with a Big Y Specialist and we can correct your address or discuss additional options, such as moving the test to another kit number to be taken by another tester.
Once we receive the new sample, processing will begin again immediately in the lab. Pending quality control, results will be available within 6-10 weeks after receiving your new sample. We regret that these failures and the need for an additional sample will cause a further delay in the timeframe in which you can expect results, but our top priority is to deliver quality and accurate results to you.
Best Regards,
Jessica S.
Big Y Specialist
FamilyTreeDNA