I’m Michelle Pfister, a Senior Product Manager working on Family Tree Maker. I’m looking forward to joining the conversation and hearing your suggestions for Family Tree Maker 2009. Thanks for your active participation!
First, let me give you an update. Some of our Family Tree Maker 2008 registrants have already received an email explaining how to request a free update to Family Tree Maker 2009. Most of you will receive an email today (assuming all goes as planned). We want to make sure that everyone who should receive the email does. I’ll be back on the blog to let you know when the email has been sent. At that point, if you haven’t heard from us, we want to hear from you so we can work on a solution. Thank you for your patience as we work through this.
While you wouldn’t expect it to be difficult to provide a free update — we certainly didn’t when we made the decision — it’s been far more complicated than we ever thought. There’s no need to bore you with details, but just as an indication, I’ve personally coordinated with over 40 people to make it happen — really. And there are many more involved. For me, this level of work, which has literally taken weeks and will cost many many thousands of dollars, is an indication of the dedication we have to our loyal customers. The messages we’ve sent about our wanting to support you in your important family history work are not just marketing speak — we really mean it.
Now, for some ground rules. I plan to regularly read your posts, and I will try to respond to general themes and issues. I’ll be listening carefully to your concerns and the features you would like to see in the future. Although I would love to help with individual items — especially since I was once a school teacher and naturally love to help — I will ask that you contact Customer Service for technical support. I personally appreciate an active, respectful conversation, and its obvious from past comments that you do, too. No derogatory comments about the people involved on this project–or who blog on the posts–are allowed. I will delete them :). Honest feedback about your experience with the product is very appreciated.
Our first topic of conversation is taking care of the our loyal Family Tree Maker 2008 registrants. I’ll be back later to let you know when the email has been sent.
5:30 pm MST
We just clicked “Send” on the email for Family Tree Maker 2008 users who registered a US or Canadian version of the software (which means you purchased it from Ancestry.com or a retail store in the US or Canada). If you fit into the group, please allow a few hours for the email to show up in your Inbox. There are a lot of you, and it might take awhile. We tried to make sure everyone received an email, but we might have somehow missed some. If you registered a US or Canadian 2008 version of Family Tree Maker and didn’t receive the email, my sincere apologies. Please let us know here in a comment, and we’ll start working on a solution in the morning. Likewise, if you are in the UK, Australia and New Zealand and didn’t receive your email last week, please let us know.
Our 2008 users are the first to receive an opportunity to order Family Tree Maker 2009 from Ancestry.com. They’ll receive the same product and package that will sell in our online store for $39.95. In addition, they’ll receive the new functionality we’re planning for a free update later on: http://blogs.ancestry.com/ancestry/2008/08/28/family-tree-maker-2009-release/
3:30 am MST
If you follow the link in the Free Upgrade email, you might see this message:
“Due to the high popularity of our FTM 2009 free upgrade offer, we are unable to fulfill your order at this time. Please check back later.”
As suggested in the email, the best thing to do would be to check later (at least a few hours later). My apologies for this inconvenience. We’ll continue to work on accepting as many orders as the system can handle. The coupon codes are valid until October 9th, so there’s plenty of time to request the free upgrade.