Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] When [redacted] announced the sale of their [redacted] software to Software MacKiev in December 2015, existing users were assured of a free fully functioning copy of the MacKiev version, including Tree SynchTheir version called [redacted] for Windows was years late in being deliveredI emailed them numerous times asking when it would be available, and it finally arrived around March From the moment it arrived and I installed it, it has never worked properly and I have not been able to access the Internet with itThey now tell me that I have to purchase the version to get the tree synchronization capability [redacted] is not a package I use every dayI create, maintain and access my tree through [redacted] .com and only use [redacted] to make a backup copy on my local server, synching it once or twice a year, so I was content to wait to hear from the supplier that the Windows version was availableI did not go to the support function on their web site because I did not have a product to be supportedI sent Software MacKiev an email every few months asking when it would be availableThe only response I ever got was "coming soon" so I waited and waited and waited until I finally got an offer of an upgrade in March as part of their announcement of the versionHere is a summary of what happened.· Fri 3/4/2016: I was told "Users of [redacted] and Mac 3: Hang in there! FREE updates are comingwill be available in about a week or so through the buiupdate featureWe will send you an email to let you know as soon as they are available"· Sun 8/21/2016: I received the message that "After six years as the developer of the Mac · publisher of [redacted] ***, the most popular family history software of all timeAs most of you know, we are working on free updates for [redacted] 's [redacted] and Mac editions, getting ready for a [redacted] ® transition at the end of the year, and happily getting acquainted with our many new friends in the genealogy world”· Wed 11/9/2016: I was told "All the owners of the [redacted] will be able to update to free of charge the moment it's available."· Fri 3/24/2017: I received the announcement of [redacted] with the offer of a pre-order price of C$Since I still had not been able to get and believed that I needed installed before I could accept this offer, I read "If you have NOT purchased a copy of a MacKiev edition yet ( [redacted] or Mac 3.1), either because you got your copy for free or because you just have not purchased a MacKiev edition yet, and you own a previous [redacted] edition, click here for a pre-order offer for a download copy of [redacted] for C$(vsC$regular price)" · Wed 3/29/2017: I ordered the and received the confirmation "Thank you for ordering [redacted] Update! You may download the software using this link: [redacted] ..."It was my understanding that I had to first install [redacted] before I could buy the upgrade at the introductory priceI downloaded it and tried to install it over my previous [redacted] versionIt transferred my local tree (since I had been without a working [redacted] for some time my local tree was long out of date ) from the old [redacted] but when I tried to synch with [redacted] , instead of synching to my current tree it created a new duplicate oneIt took me some time working with [redacted] support to get rid of this extraneous tree and ensure that my correct tree was not damagedI then had to uninstall both the old [redacted] and from my systemBy the time I completed reinstalling a clean copy of 2014.1, the internet connection was no longer workingIt seems that it had been disabled by the company in order to get users of [redacted] to buy the upgrade.I only went to their support chat line after I finally got the package installed only to find its internet access had been disabled and I couldn’t use itHe was of little help, simply explaining that the company had eliminated the tree synch feature from and that I would have to buy [redacted] to get itHe only offered me a 25% discount off the full retail price, not the introductory price of C$or the 50% discount that had been previously available and was discontinued October 1, (which I knew nothing about at the time).I have written to their president about my situation and filed a complaint with the Revdex.comMy intention was to get the attention of someone senior in the company who cares about its customers and can do something to relieve the frustrations I have experienced trying to get a working copy of [redacted] for WindowsI would be satisfied if they would provide me with a copy of [redacted] at the original introductory price of C$which is what I was trying to do in the first place.Regardless of what may have gone on behind the scenes, from my perspective as a customer, this whole experience has left me feeling cheated by Software MacKiev because I have never been able to get a working version of [redacted] for WindowsI believe that this violates the spirit of their agreement with [redacted] and I don't feel like they have treated me personally in a fair and ethical manner
Greetings, The customer spoke to one of our *** *** agents to request a refund on April 4th.On April 5th, her order was canceled and was issued a full refundAttached to this letter, is a refund confirmation ticket.Best, The Family Tree Maker Team@ Software MacKiev
Greetings, We are very sorry for delaying the release date of FTM Back in April, our quality assurance staff called for more research into issues raised in beta testingWhile the circumstances that prompted this delay were not what we would have wished for, we’re glad we had this opportunity to show our stubborn dedication to get it right FTM crossed the finish line back in July, thanks to the help from our beta testers, engineering staff, and AncestryI am happy to report that the sync systems have been working exactly as designed and the sync weather forecast is for clear skies ahead for as far as we can see According to our records, the customer was able to upgrade to and successfully download FTM on July 16th, (Attached to this letter is a confirmation ticket from our upgrade center)
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I want to thank the agent for his helpHe understood the problem and solved it quickly I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
Greetings, According to our records, the product was delivered on September 13th, We have reached out to this customer to follow up on their order and confirm that they indeed received it.I have attached our email to the customer and their delivery confirmationWe are really sorry for the delay in shipping your order, and hope that you are enjoying the edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
Greetings, We reached out to the user to offer our assistance in installing the softwareOur technical support agent was able to successfully resolve the issueAttached to this letter is a transcript of the chat between the user and the technical support agent Thanks, The Family Tree Maker Team@ Software MacKiev
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Reading ***'s response I agree that the refund was issued and I have received it, I do disagree with some items he mentioned [redacted] claims there were updates, the first was Apr 2, the second would have been my guess the Apr email, which was the offer for customers to test drive the softwareThis was supposed to be different than a beta tester according to responses on social media and the FAQ and the third which was emailed may (after Revdex.com complaint filed)I have also included the email that claimed I was accepted to be a test drive user, which promised that communications would be sent out dailyI agree wait times decreased in May, but the fact that none of the chat specialist could tell me that I was supposedly disqualified from testing as [redacted] claims, makes me wonder what's with the secrecyFTC guidelines for online orders spell out the day rule which refunds must be automatic if the product can't be delivered and the customer did not agree to not be refunded(https://www.ftc.gov/tips-advice/business-center/guidance/business-guide...⇄ had to request the refund on May 28, months from the initial purchase and almost days from the promised delivery date.While the refund does satisfy the transaction, the overall performance and communication of this company is concerningThere are still many others being strung along with the same promises as a customer that I was promised Regards, [redacted] ***
Software MacKiev’s Editions of ***In February of 2016, Software MacKiev acquired the [redacted] software line as publisher for both [redacted] versionsWhy [redacted] Connection Services Don’t Work in Previous EditionsBack in March of 2017, together with [redacted] we announced that [redacted] connection services like sync, [redacted] hints, search and merge would be available only in [redacted] 2017, which was released in July of During that time, [redacted] volunteered to temporarily keep all connection services running until the moment [redacted] was completed, other than [redacted] , which retired on March 31.LiveChatAfter Reviewing the LiveChat transcripts with this customer, we were unable to find any records of a problem with syncing before the connection with [redacted] for [redacted] became unavailable in older editions on March Free Upgrade EligibilityAccording to our records, the customer had purchased a copy of [redacted] through [redacted] , which qualified the customer for a free upgrade to Software MacKiev’s [redacted] Attached to this letter, I have included the customer’s purchase order, which confirms that they were able to successfully download and register the software for freeHowever, to receive a free copy of [redacted] 2017, the customer would have had to purchase a MacKiev version of ***The [redacted] Team @ Software MacKiev
Greetings!We have reached out to this customer to helpThe customer spent some time with a Live Agent, who was able to provide her with a link this morningI followed up this afternoon with an email to confirm that her issue had been resolvedShe confirmed that she was able to install the software successfully Attached to this message I have included a PDF of the email correspondence and transcript with a Live Chat agent Thanks! [redacted] The Family Tree Maker Team @Software MacKiev
The customer received a full refund immediately on request (see receipts, attachedWe sent the followup email below as well*** Dear [redacted] , We have received your complaint from the Revdex.comI see that a full refund was processed for you on May 27th which was your requested solution if the software could not be immediately delivered, so in that sense the complaint appears to have been resolvedEven so, I would like to take the time to respond to each of your concernsYou are quite correct that our release did not happen on the timing expected, primarily because the testing we performed prior to release on test servers did not match the results on the live production servers and we have been working diligently with [redacted] who host the servers since then to get all issues resolved as quickly as possibleAs for updates on our development status for the product, our records show that you should have received three email updates and we have also posted interim updates on our support site over the weeks of our delay, nearly two per weekThe link to those interim updates was provided in each of the three email updates you have received And for getting a beta test copy, your record shows disqualifying activities which included disparaging the beta tester confidentiality agreement on social mediaI would like to apologize that this information wasn’t provided to you soonerWe’re reviewing our policy on beta test applications to see how we might better communicate with those who have been disqualified as you wereAnd finally, on the subject of chat wait times, we did experience significant lines at certain times of the day in early April and for that I would also like to apologize as wellWe have taken steps to better distribute agents during peak hours since then and have posted peak and non-peak hours for the live chat service so users know when they can arrive at chat with no lines I trust you’ve seen this improvement yourself as your average wait time was just minutes for chats you had with our agents on April 28, May 12, and May And happily there was no wait at all for you on May when you requested and received an immediate refund - and confirmed you’d received the refund email as well — all while on that same ten minute chat with an agentI’m sorry that your experience with our company has not been an entirely positive one so farI hope that when we do have a final release of the software that you will give it a try at that time and that it will have been worth the waitSincerely, [redacted] PresidentSoftware MacKiev ***
Greetings, According to our records, the product was delivered on September 9th, 2017. We... have reached out to this customer to follow up on their order and confirm that they indeed have received it. I have attached our email to the customer and their delivery confirmation to this letter. We are really sorry for the delay in shipping your order, and hope that you are enjoying the 2017 edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:On September 2017, Software MacKiev answered via email my request for help with downloading their software and for delivery of the USB drive that I purchased in March They replied to an email message that I had sent them on August Their September email message is the first response that they have made The USB drive also arrived via mail on September Their response to inquiries and the timeliness of fulfilling orders is very poor I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Greetings! After reviewing our records, we reach out to the user via Live Chat to schedule a one-on-one session with an FTM engineerDuring the screen-sharing session, we explored several avenues that might resolve the situationAfterwards, the user worked with our technical support agent,
who was able to come up with a solutionAttached to this letter is a transcript of the chat, along with a review by the user of the technical support agent that assisted him. Many Thanks, The Family Tree Maker Team @ Software MacKiev
Greetings, We are currently working with this customer through LiveChatAttached to this letter, is a transcript of the conversation between the customer and a tech support agent on the Print Shop Team. Thanks! The Printshop Team @Software MacKiev
Greetings, According to our records, the product was delivered on September 6th, and was registered on September 7th, I have attached our letter to the customer and their delivery and registration confirmations to this letterWe have reached out to this customer to follow up on their
order and confirm that they indeed have received itWe are really sorry for the delay in shipping your order, and hope that you are enjoying the edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
Greetings, We reached out to this customer through E-mail to resolve the issueI've included the correspondence between the *** team and the customer, in which a solution is offered by the *** agent and accepted by the user. Thanks! *** *** *** *** *** @ Software MacKiev
Revdex.com:
I have reviewed the response and I certainly wouldn't consider my response to them an "apology." They misled many people by making us think the software was almost done And this company DID take my money for a new version of the software and delay it for months They haven't updated their web site to explain to people how they acquired the software and intend to make it work better, but that it's new technology and might take a long time to perfect...and to please be patient Their email invitation for me to give them $for software that was months away was misleading.I forgive them, but I don't apologize for my Revdex.com report.Yes, close my complaint I trust that sooner or later I'll get my software or I'll file another complaint Regards,
*** ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] When [redacted] announced the sale of their [redacted] software to Software MacKiev in December 2015, existing users were assured of a free fully functioning copy of the MacKiev version, including Tree SynchTheir version called [redacted] for Windows was years late in being deliveredI emailed them numerous times asking when it would be available, and it finally arrived around March From the moment it arrived and I installed it, it has never worked properly and I have not been able to access the Internet with itThey now tell me that I have to purchase the version to get the tree synchronization capability [redacted] is not a package I use every dayI create, maintain and access my tree through [redacted] .com and only use [redacted] to make a backup copy on my local server, synching it once or twice a year, so I was content to wait to hear from the supplier that the Windows version was availableI did not go to the support function on their web site because I did not have a product to be supportedI sent Software MacKiev an email every few months asking when it would be availableThe only response I ever got was "coming soon" so I waited and waited and waited until I finally got an offer of an upgrade in March as part of their announcement of the versionHere is a summary of what happened.· Fri 3/4/2016: I was told "Users of [redacted] and Mac 3: Hang in there! FREE updates are comingwill be available in about a week or so through the buiupdate featureWe will send you an email to let you know as soon as they are available"· Sun 8/21/2016: I received the message that "After six years as the developer of the Mac · publisher of [redacted] ***, the most popular family history software of all timeAs most of you know, we are working on free updates for [redacted] 's [redacted] and Mac editions, getting ready for a [redacted] ® transition at the end of the year, and happily getting acquainted with our many new friends in the genealogy world”· Wed 11/9/2016: I was told "All the owners of the [redacted] will be able to update to free of charge the moment it's available."· Fri 3/24/2017: I received the announcement of [redacted] with the offer of a pre-order price of C$Since I still had not been able to get and believed that I needed installed before I could accept this offer, I read "If you have NOT purchased a copy of a MacKiev edition yet ( [redacted] or Mac 3.1), either because you got your copy for free or because you just have not purchased a MacKiev edition yet, and you own a previous [redacted] edition, click here for a pre-order offer for a download copy of [redacted] for C$(vsC$regular price)" · Wed 3/29/2017: I ordered the and received the confirmation "Thank you for ordering [redacted] Update! You may download the software using this link: [redacted] ..."It was my understanding that I had to first install [redacted] before I could buy the upgrade at the introductory priceI downloaded it and tried to install it over my previous [redacted] versionIt transferred my local tree (since I had been without a working [redacted] for some time my local tree was long out of date ) from the old [redacted] but when I tried to synch with [redacted] , instead of synching to my current tree it created a new duplicate oneIt took me some time working with [redacted] support to get rid of this extraneous tree and ensure that my correct tree was not damagedI then had to uninstall both the old [redacted] and from my systemBy the time I completed reinstalling a clean copy of 2014.1, the internet connection was no longer workingIt seems that it had been disabled by the company in order to get users of [redacted] to buy the upgrade.I only went to their support chat line after I finally got the package installed only to find its internet access had been disabled and I couldn’t use itHe was of little help, simply explaining that the company had eliminated the tree synch feature from and that I would have to buy [redacted] to get itHe only offered me a 25% discount off the full retail price, not the introductory price of C$or the 50% discount that had been previously available and was discontinued October 1, (which I knew nothing about at the time).I have written to their president about my situation and filed a complaint with the Revdex.comMy intention was to get the attention of someone senior in the company who cares about its customers and can do something to relieve the frustrations I have experienced trying to get a working copy of [redacted] for WindowsI would be satisfied if they would provide me with a copy of [redacted] at the original introductory price of C$which is what I was trying to do in the first place.Regardless of what may have gone on behind the scenes, from my perspective as a customer, this whole experience has left me feeling cheated by Software MacKiev because I have never been able to get a working version of [redacted] for WindowsI believe that this violates the spirit of their agreement with [redacted] and I don't feel like they have treated me personally in a fair and ethical manner
Greetings, The customer spoke to one of our *** *** agents to request a refund on April 4th.On April 5th, her order was canceled and was issued a full refundAttached to this letter, is a refund confirmation ticket.Best, The Family Tree Maker Team@ Software MacKiev
Greetings, We are very sorry for delaying the release date of FTM Back in April, our quality assurance staff called for more research into issues raised in beta testingWhile the circumstances that prompted this delay were not what we would have wished for, we’re glad we had this opportunity to show our stubborn dedication to get it right FTM crossed the finish line back in July, thanks to the help from our beta testers, engineering staff, and AncestryI am happy to report that the sync systems have been working exactly as designed and the sync weather forecast is for clear skies ahead for as far as we can see According to our records, the customer was able to upgrade to and successfully download FTM on July 16th, (Attached to this letter is a confirmation ticket from our upgrade center)
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I want to thank the agent for his helpHe understood the problem and solved it quickly I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
Greetings, According to our records, the product was delivered on September 13th, We have reached out to this customer to follow up on their order and confirm that they indeed received it.I have attached our email to the customer and their delivery confirmationWe are really sorry for the delay in shipping your order, and hope that you are enjoying the edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
Greetings, We reached out to the user to offer our assistance in installing the softwareOur technical support agent was able to successfully resolve the issueAttached to this letter is a transcript of the chat between the user and the technical support agent Thanks, The Family Tree Maker Team@ Software MacKiev
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Reading ***'s response I agree that the refund was issued and I have received it, I do disagree with some items he mentioned [redacted] claims there were updates, the first was Apr 2, the second would have been my guess the Apr email, which was the offer for customers to test drive the softwareThis was supposed to be different than a beta tester according to responses on social media and the FAQ and the third which was emailed may (after Revdex.com complaint filed)I have also included the email that claimed I was accepted to be a test drive user, which promised that communications would be sent out dailyI agree wait times decreased in May, but the fact that none of the chat specialist could tell me that I was supposedly disqualified from testing as [redacted] claims, makes me wonder what's with the secrecyFTC guidelines for online orders spell out the day rule which refunds must be automatic if the product can't be delivered and the customer did not agree to not be refunded(https://www.ftc.gov/tips-advice/business-center/guidance/business-guide...⇄ had to request the refund on May 28, months from the initial purchase and almost days from the promised delivery date.While the refund does satisfy the transaction, the overall performance and communication of this company is concerningThere are still many others being strung along with the same promises as a customer that I was promised Regards, [redacted] ***
Software MacKiev’s Editions of ***In February of 2016, Software MacKiev acquired the [redacted] software line as publisher for both [redacted] versionsWhy [redacted] Connection Services Don’t Work in Previous EditionsBack in March of 2017, together with [redacted] we announced that [redacted] connection services like sync, [redacted] hints, search and merge would be available only in [redacted] 2017, which was released in July of During that time, [redacted] volunteered to temporarily keep all connection services running until the moment [redacted] was completed, other than [redacted] , which retired on March 31.LiveChatAfter Reviewing the LiveChat transcripts with this customer, we were unable to find any records of a problem with syncing before the connection with [redacted] for [redacted] became unavailable in older editions on March Free Upgrade EligibilityAccording to our records, the customer had purchased a copy of [redacted] through [redacted] , which qualified the customer for a free upgrade to Software MacKiev’s [redacted] Attached to this letter, I have included the customer’s purchase order, which confirms that they were able to successfully download and register the software for freeHowever, to receive a free copy of [redacted] 2017, the customer would have had to purchase a MacKiev version of ***The [redacted] Team @ Software MacKiev
This customer order was delivered on July 30thHere's USPS tracking number -- [redacted] .Response to his e-mail sent on August 8th
Greetings!We have reached out to this customer to helpThe customer spent some time with a Live Agent, who was able to provide her with a link this morningI followed up this afternoon with an email to confirm that her issue had been resolvedShe confirmed that she was able to install the software successfully Attached to this message I have included a PDF of the email correspondence and transcript with a Live Chat agent Thanks! [redacted] The Family Tree Maker Team @Software MacKiev
The customer received a full refund immediately on request (see receipts, attachedWe sent the followup email below as well*** Dear [redacted] , We have received your complaint from the Revdex.comI see that a full refund was processed for you on May 27th which was your requested solution if the software could not be immediately delivered, so in that sense the complaint appears to have been resolvedEven so, I would like to take the time to respond to each of your concernsYou are quite correct that our release did not happen on the timing expected, primarily because the testing we performed prior to release on test servers did not match the results on the live production servers and we have been working diligently with [redacted] who host the servers since then to get all issues resolved as quickly as possibleAs for updates on our development status for the product, our records show that you should have received three email updates and we have also posted interim updates on our support site over the weeks of our delay, nearly two per weekThe link to those interim updates was provided in each of the three email updates you have received And for getting a beta test copy, your record shows disqualifying activities which included disparaging the beta tester confidentiality agreement on social mediaI would like to apologize that this information wasn’t provided to you soonerWe’re reviewing our policy on beta test applications to see how we might better communicate with those who have been disqualified as you wereAnd finally, on the subject of chat wait times, we did experience significant lines at certain times of the day in early April and for that I would also like to apologize as wellWe have taken steps to better distribute agents during peak hours since then and have posted peak and non-peak hours for the live chat service so users know when they can arrive at chat with no lines I trust you’ve seen this improvement yourself as your average wait time was just minutes for chats you had with our agents on April 28, May 12, and May And happily there was no wait at all for you on May when you requested and received an immediate refund - and confirmed you’d received the refund email as well — all while on that same ten minute chat with an agentI’m sorry that your experience with our company has not been an entirely positive one so farI hope that when we do have a final release of the software that you will give it a try at that time and that it will have been worth the waitSincerely, [redacted] PresidentSoftware MacKiev ***
Greetings, According to our records, the product was delivered on September 9th, 2017. We... have reached out to this customer to follow up on their order and confirm that they indeed have received it. I have attached our email to the customer and their delivery confirmation to this letter. We are really sorry for the delay in shipping your order, and hope that you are enjoying the 2017 edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:On September 2017, Software MacKiev answered via email my request for help with downloading their software and for delivery of the USB drive that I purchased in March They replied to an email message that I had sent them on August Their September email message is the first response that they have made The USB drive also arrived via mail on September Their response to inquiries and the timeliness of fulfilling orders is very poor I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Greetings! After reviewing our records, we reach out to the user via Live Chat to schedule a one-on-one session with an FTM engineerDuring the screen-sharing session, we explored several avenues that might resolve the situationAfterwards, the user worked with our technical support agent,
who was able to come up with a solutionAttached to this letter is a transcript of the chat, along with a review by the user of the technical support agent that assisted him. Many Thanks, The Family Tree Maker Team @ Software MacKiev
Greetings, We are currently working with this customer through LiveChatAttached to this letter, is a transcript of the conversation between the customer and a tech support agent on the Print Shop Team. Thanks! The Printshop Team @Software MacKiev
Greetings, According to our records, the product was delivered on September 6th, and was registered on September 7th, I have attached our letter to the customer and their delivery and registration confirmations to this letterWe have reached out to this customer to follow up on their
order and confirm that they indeed have received itWe are really sorry for the delay in shipping your order, and hope that you are enjoying the edition of Family Tree Maker! Best, Family Tree Maker Team @ Software MacKiev
Greetings, We reached out to this customer through E-mail to resolve the issueI've included the correspondence between the *** team and the customer, in which a solution is offered by the *** agent and accepted by the user. Thanks! *** *** *** *** *** @ Software MacKiev
Revdex.com:
I have reviewed the response and I certainly wouldn't consider my response to them an "apology." They misled many people by making us think the software was almost done And this company DID take my money for a new version of the software and delay it for months They haven't updated their web site to explain to people how they acquired the software and intend to make it work better, but that it's new technology and might take a long time to perfect...and to please be patient Their email invitation for me to give them $for software that was months away was misleading.I forgive them, but I don't apologize for my Revdex.com report.Yes, close my complaint I trust that sooner or later I'll get my software or I'll file another complaint Regards,
*** ***