Update (30/01/2024): Added a response to the end of the post.

Alright, this is a new one! I read a bunch of horror stories on here about long wait times, and my sample is almost at the 12-week point. Nebula didn't answer my emails on January 12 and January 18, so I submitted a BBB complaint today and emailed them ([email protected]). That got their attention.

Apparently my sample did not pass all quality and data metrics, and it is among a rare set of cases where the CSO manually reviews the data when discrepancies or anomalies are found. Lucky me.

Has anyone else had this happen? Below is the exact email from Nebula, pasted verbatim.

Sent: January 25, 2024

Hello,

Thank you for contacting Nebula Genomics. Your sample arrived at our lab on 11/4/23 and is currently in the 11th week of processing. Our typical processing time frame is indeed approximately 12-14 weeks. This is true for samples that meet all quality and data metrics. We have checked with our lab team and learned that the data produced from your sample did not reach those metrics.

I wanted to take a moment to explain our quality assurance process for sequencing your sample. At Nebula Genomics, we prioritize accuracy and customer satisfaction and have implemented a thorough evaluation system to ensure the highest quality results.

After the sequencing of your sample is complete, our Chief Scientific Officer (CSO) personally evaluates each set of results. This step is crucial in maintaining the accuracy and reliability of our findings. The CSO's expertise and attention to detail guarantee that the data provided to you is of the highest standard.

In rare cases where the CSO identifies potential discrepancies or areas requiring further scrutiny, they may request the sample to go through an additional quality control (QC) check. This extra step ensures complete customer satisfaction and addresses any concerns arising during the evaluation process. This is the case with your sample.

Our commitment to quality and customer satisfaction drives us to go the extra mile to provide reliable and accurate results. We understand the importance of delivering results promptly and the impact this may have, and we want to ensure that our findings contribute to your satisfaction with our product.

If you have any questions or concerns regarding our quality assurance process, please do not hesitate to contact our customer support team. We are here to assist you and address any queries you may have.

Thank you for choosing our service for your sequencing needs. We appreciate your trust in our expertise and look forward to delivering accurate and reliable results to you.

Sincerely,
Emily
Support Team

Update - I asked for technical details (sent January 26, 2024) about which metrics were not passed, and the problem is actually read depth. I ordered 30x deep sequencing, but it seems that the average read depth was below 30, so they're doing a second sequencing run for me. Here's what they said:

Sent: January 30, 2024

Hello {name},

Thank you for your response. The metric not met was the level of coverage. It was not a mapping or sequencing metric. They are rerunning it to ensure the depth of coverage reaches what you've purchased.

I hope this additional information helps. We hope to get the results to you as soon as possible and appreciate your continued patience and understanding.

Sincerely,
Emily
Support Team