ComplaintsforThe Software MacKiev Company
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Complaint Details
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Initial Complaint
05/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 13 Feb 2024 I received an email offering from Software Mackiev of ******, ** to upgrade my Family Tree Maker software to the 2024 version. I paid them $32.37 with the understanding from MacKiev that the upgrade would be available to me in May of 2024. Through Mackiev's online chatline, I was put in touch with a technician. The technician took control of my computer and proceeded to remove all of my Family Tree ********** files and addition revoved hundreds of other files from my computer. He then told me that I would have to purchase a 2023 version of Family Tree Maker for over $200 before I could upgrade to the 2024 version. At this point I realized that this was a scam and discontinued contact. I tried to get a contact from Mackiev to file a complaint, but all they would do is try to put me in contact with the technician again.Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased from Mackiev, Family Tree Maker 2019. I purchased it as an upgrade which I downloaded fine. I also purchased as part of the same transaction, 2019 dvd and the Spiral companion guide. This occurred on 1/4/24. I have not received as of 1/19/24 the spiral companion guide or the dvd. I contacted Mackiev by chat and got no satisfaction. I got a vague answer, that they were sending these items out, "in waves." I cannot use the FTM2019 without the spiral companion guide. I have started a 6 month subscription on 1/4/24 and cannot use the program effectively without it. They charged my **** card $85.90, and have not delivered the complete product. My 6 month subscription is being wasted because of this. They should not conduct their business in this manner. Thank you in advance for your help.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on 1/09/2024 I purchased the family tree maker download 2019. I was able to download it but NOT ABLE to open or install it.I waited in a que on chat I was 99 in que. I was able to chat with **** but after sending many screenshots and him still not able to help, the chat got disconnected I was NOT going to set in that long que again. I would like a refund as I deleted the downloads from my laptop which is windows 10 .I dont have patience for things that dont work and to chat online for someone who cant help either. I am sending photos so you can see I purchased but it will not install no matter what **** had me do. I also sent an email but as you can see by the image I sent they say it would take days or weeks to get back to me. some customer service! Also see image of pop up when I tried to install with ***** help . I f I done hear back within a week I will dispute the charge with my bank also I did not give my real phone number as I am getting way too many spam messages from othersCustomer response
01/22/2024
I had to find a corporate number and make a phone call to get this resolved they have issued me a refund but in the meantime I would expect that when you're chatting with them online they would be able to either a help you with the technical issue or B give you a refund when they tell you it's a corrupt file because it's too much of a run around to get it taken care of otherwise.
Regards,
***************************Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filed a complaint with BBB on 4/21/20 ID # ******** regarding this same company. I still have not received my 2019 Family Tree Maker Companion Guide (Spiral Bound). I have repeatedly chatted with them, but get the same answer. I have attached a sampling of those chats. I am really disappointed and feel scammed by them taking the money and never delivery the produce, while continuing to advertise the same product. I have attached the ad from their website. I ordered my book way back on 10/9/2019. The company has never contacted me about the status of this item. I have always had to contact them, just to get the runaround. Isn't this illegal? I don't want the money as much as I need the book.Customer response
12/23/2023
I have not heard from the business in response to my complaint.Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased this software on December 25, 2022 for $79.99. It will not synchronize with ancestry.com. The whole purpose behind the software is the syncing that it does with the on-line program ancestry.com. The company says they are aware of the problem but can not provide an estimate of when the issue will be fixed. I want my money back.Initial Complaint
04/02/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I have been an ancestry customer for years. I have also been a member and user of Family Tree Maker, the only genealogy software that ancestry will synch to. I have a 2010 Macbook Pro and I am unable to install any more up to it. BUT the trouble with Ancestry and Family Tree Maker has been ongoing well before this latest update and here I have paid for both but cannot synch the two together therefore I am losing cash and don't have the ability to update my tree because of ancestry failures of not insuring that customers can effectively use both ancestry full services and be able to synch to Family Tree Maker by Mackieve. Neither Ancestry nor MacKiev will admit they are at fault and keep blaming the other for the problems. Neither company is working to resolve this mess for us and for many many others using both.Initial Complaint
03/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a Mac running 10.13.6 NS CANNOT UPGRADE TO ******** . @019 was working fine for a couple of weeks and when I went to Family tree today the log in window for ancestry just sits there and never advances. I am on a limited income and I am a senior citizen with cardiac problems. Genealogy keeps me busy and working my brain. BUT because you have upgraded this software to only run on ******** (*****) or newer. I cannot use this software. I know you have thousands of customers who have older computers and are having the very same problems/ This is simply unethical to make your software that advance that older folks like me on older computers cannot use the program that holds thousand names and media.. I am pleading with you to make this situation right especially for users like myself. WHAT CAN YOU DO????Customer response
04/06/2023
I have not heard from the business in response to my complaint.Initial Complaint
03/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I prepaid for a FTM 2019 Companion Guide - Windows Edition (lay-flat spiral binding) on 8/11/2022 by credit card. I have contacted The Software MacKiev Company (MacKiev.com) several times asking where my book is. They say it hasn't been printed yet but will be soon. I just want the book. I asked how/why they keep offering that book and don't have it available to ship!!Customer response
03/28/2023
I have not heard from the business in response to my complaint. All they say is that the lay-flat book will be printed soon. They have been saying that since August of 2022.Initial Complaint
08/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We placed an order for the family tree maker on July 27. We have not received the item. We have been charged for the item. When do we receive our product.Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I preordered and prepaid for a software program, 2019 FTM Companion Guide. This is an add on to the Family Tree Maker program. Without this added program you are limited to what you can do. Last time that I contacted them was by online chat. They tell me that it is still in the works per ***** Feb. 13, 2022. This has been going for quite a while. I want the program.Customer response
05/31/2022
I have not heard from the business in response to my complaint. I've contacted them in writing several times, but they keep saying that they are working on revisions to the software. This has been going on for at least two years.
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Customer Complaints Summary
19 total complaints in the last 3 years.
4 complaints closed in the last 12 months.