The technician that took the sample was…
The technician that took the sample was amazing, however, I was told the test results would be back no later than 48 hours and I did not receive results for two weeks.
Antwort von Trugenespaternity
Thank you for your feedback, Renee.
We appreciate your kind words regarding our collector and are pleased to hear that you had a positive collection experience.
However, we believe it is important to provide additional context regarding the turnaround time. **The delay was not caused by Tru Genes Paternity Co.**
During the laboratory review process, a discrepancy was identified within the information submitted as part of the testing paperwork. **Before testing could continue, the laboratory required the information to be corrected.** Once notified, our team worked quickly on your behalf to resolve the matter and successfully avoid the need for recollection.
After the correction was submitted, the laboratory resumed processing. The laboratory subsequently requested additional review time based on factors specific to the case, which extended the turnaround time beyond the original estimate.
**Throughout the entire process, we remained in communication, provided updates as they became available, and kept all involved parties informed regarding the status of the case.**
It is also important to note that **Tru Genes Paternity Co. and the testing laboratory are separate entities working together throughout the testing process.** As a collection facility, we are responsible for collecting specimens, ensuring proper submission, communicating with the laboratory, and keeping clients informed. **Once specimens are received by the laboratory, we do not control laboratory review requirements, testing decisions, or processing timelines.**
While we understand your disappointment regarding the extended turnaround time, we are proud of the service provided by our team, our efforts to resolve the documentation issue on your behalf, and our commitment to keeping you informed every step of the way.
Thank you again for recognizing the professionalism of your technician.
