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The Software MacKiev Company

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The Software MacKiev Company Reviews (41)

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 # ***
Regards,
*** ***
Issue still not resolvedI have spent about hours trying on my own to resolve problem

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].
The software appears to have been released to early and I will run the beta program once my application is approved to do so, and hopefully it fixes the sync issue. However, I don't believe I should have to have paid for a solid platform that already existed before and then have sync issues which is one of the  re  branded programs main function and marketing power point. 
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 want to thank the agent for his help. He 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]

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 Synch. Their version called [redacted] 2014 for Windows was years late in being delivered. I emailed them numerous times asking when it would be available, and it finally arrived around March 2017.  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 it. They now tell me that I have to purchase the 2017 version to get the tree synchronization capability. [redacted] is not a package I use every day. I 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 available. I did not go to the support function on their web site because I did not have a product to be supported. I sent Software MacKiev an email every few months asking when it would be available. The only response I ever got was "coming soon" so I waited and waited and waited until I finally got an offer of an upgrade 2014.1 in March 2017 as part of their announcement of the 2017 version. Here is a summary of what happened.·         Fri 3/4/2016: I was told "Users of [redacted] 2014 and Mac 3: Hang in there! FREE updates are coming. will be available in about a week or so through the built-in update feature. We 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 time. As most of you know, we are working on free updates for [redacted]'s [redacted] 2014 and Mac 3 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] 2014 will be able to update to 2014.1 free of charge the moment it's available."·         Fri 3/24/2017: I received the announcement of [redacted] 2017 with the offer of a pre-order price of C$39.95. Since I still had not been able to get 2014.1 and believed that I needed 2014.1 installed before I could accept this offer, I read "If you have NOT purchased a copy of a MacKiev edition yet ([redacted] 2014.1 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] 2017 for C$39.95 (vs. C$114.95 regular price)" ·         Wed 3/29/2017: I ordered the 2014.1 and received the confirmation "Thank you for ordering [redacted] 2014.1 Update! You may download the software using this link: [redacted]..."It was my understanding that I had to first install [redacted] 2014.1 before I could buy the 2017 upgrade at the introductory price. I downloaded it and tried to install it over my previous [redacted] version. It 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 one. It took me some time working with [redacted] support to get rid of this extraneous tree and ensure that my correct tree was not damaged. I then had to uninstall both the old [redacted] and 2014.1 from my system. By the time I completed reinstalling a clean copy of 2014.1, the internet connection was no longer working. It seems that it had been disabled by the company in order to get users of [redacted] 2014 to buy the 2017 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 it. He was of little help, simply explaining that the company had eliminated the tree synch feature from 2014.1 and that I would have to buy [redacted] 2017 to get it. He only offered me a 25% discount off the full retail price, not the introductory price of C$39.95 or the 50% discount that had been previously available and was discontinued October 1, 2017 (which I knew nothing about at the time).I have written to their president about my situation and filed a complaint with the Revdex.com. My 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 Windows. I would be satisfied if they would provide me with a copy of [redacted] 2017 at the original introductory price of C$39.95 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] 2014 for Windows. I 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,  We have reached out to the user to let them know our engineers have investigated their report and were able to reproduce their problem and find a fix for it. Attached to this letter is a transcript between an FTM support agent and the user working to resolve the...

issue.  Thanks, The Family Tree Maker Team @ Software MacKiev

This customer order was delivered on July 30th. Here's USPS tracking number -- [redacted].Response to his e-mail sent on August 8th.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Greetings,   Family Tree Maker 2017 was offered as a free upgrade for customers who purchased Family...

Tree Maker 2014.1 for Windows or Family Tree Maker 3.1 for Mac from Software MacKiev.  Software MacKiev began selling our editions in March 2016, after acquiring publishing rights from Ancestry.com.   Customers who purchased an Ancestry edition of FTM 2014 for Windows or FTM 3 for Mac are provided with free updates to the Software MacKiev editions (FTM 2014.1 and FTM 3.1), and were eligible for a pre-order discount for FTM 2017 (a new edition, not an update to the previous editions).   According to our records and the information the customer provided to us via live chat, the customer had purchased an Ancestry edition of FTM 2014.  With the FTM 2014 registration she was able to download the free FTM 2014.1 update from Software MacKiev, which was provided to her on March 26, 2017. Attached to this letter is a confirmation of her free upgrade to 2014.1.   Best, The Family Tree Maker @ Software MacKiev

Greetings, According to our records, the product was delivered on September 13th, 2017. 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 confirmation. 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:
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]

Greetings, We reached out to the user to offer our assistance in installing the software. Our technical support agent was able to successfully resolve the issue. Attached 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

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Software MacKiev’s Editions of [redacted]In February of 2016, Software MacKiev acquired the [redacted] software line as publisher for both [redacted] versions. Why [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 2017. During that time, [redacted] volunteered to temporarily keep all connection services running until the moment [redacted] 2017 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 31. 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] 2014.1. 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 free. However, to receive a free copy of [redacted] 2017, the customer would have had to purchase a MacKiev version of [redacted]. The [redacted] 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 29 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 14 August 2017.  Their 29 September 2017 email message is the first response that they have made.  The USB drive also arrived via mail on 13 September 2017.  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]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Greetings,   We are very sorry for delaying the release date of FTM 2017. Back in April, our quality...

assurance staff called for more research into issues raised in beta testing. While 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 2017 crossed the finish line back in July, thanks to the help from our beta testers, engineering staff, and Ancestry. I 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 2017 on July 16th, 2017.  (Attached to this letter is a confirmation ticket from our upgrade center)

Greetings!We have reached out to this customer to help. The customer spent some time with a Live Agent, who was able to provide her with a link this morning. I followed up this afternoon with an email to confirm that her issue had been resolved. She 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

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} 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

The customer received a full refund immediately on request (see receipts, attached. We sent the followup email below as well. [redacted]  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Helvetica;...

-webkit-text-stroke: #000000; min-height: 18.0px} span.s1 {font-kerning: none} Dear [redacted], We have received your complaint from the Revdex.com. I 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 resolved. Even so, I would like to take the time to respond to each of your concerns. You 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 possible. As 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 14 interim updates on our support site over the 8 weeks of our delay, nearly two per week. The 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 media. I would like to apologize that this information wasn’t provided to you sooner. We’re reviewing our policy on beta test applications to see how we might better communicate with those who have been disqualified as you were. And 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 well. We 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 2 minutes for chats you had with our agents on April 28, May 12, and May 19. And happily there was no wait at all for you on May 28 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 agent. I’m sorry that your experience with our company has not been an entirely positive one so far. I 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 wait. Sincerely, [redacted]PresidentSoftware MacKiev [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]

Hello,  We have reached out to this costumer to address some of their concerns. After clarifying a few misconceptions regarding syncing, the costumer apologized and gave us some feedback on avoid any further miscommunication.  Attached to this message I included a screen shot...

with our costumers response.   Thanks, [redacted]Family Tree Maker Team @ Software MacKiev

Greetings, The customer spoke to one of our [redacted] agents to request a refund on April 4th.On April 5th, her order was canceled and was issued a full refund. Attached to this letter, is a refund confirmation ticket.Best, The Family Tree Maker Team@ Software MacKiev

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Greetings,   According to our records, the product was delivered on September 12, 2017. 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 the product 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

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