I have just spent over 45 minutes waiting for support only to be #2 in line (started at #12) and was cut-off! I called back and I was #17 in line. Hung up! Called back and requested Sales only to be switched to Support and being told that they are now closed for the holiday! I called the Canadian number and the same thing!
I've just about had it with this company! My family tree was apparently updated/synched on 11/16 but I DIDN'T SYNCH or UPDATE IT! The data is in my tree is now over 2 years old! This has happened before.
I suggest that someone from this company contact me and resolve these issues. In the interium, my money will go to Ancestry where I know I can depend upon support! I will continue to post this message in all forums if it is deleted.
We apologize for the issues with our Phone Support, we are working on it.
You can however always contact us via e-mail onto email@example.com. Our Tech Team will be able to assist you better that way, than could be done on the phone, since it appears that your case is more specific and of a more complicated nature.
Please, also be aware that currently there are two versions of Family Tree Builder: one for Mac (7.2) and one for PCs (8.0). These two versions are currently not compatible with each other and upon further investigation it seems to us that you have been using two different computer in order to sync your family tree with the site. We do not recommend that users have the Family Tree Builder installed in more than one computer, as it may indeed cause issues with the synchronisation of your family tree, and even loss of data, as it may happen that you end up syncing an older version onto the site instead of updating the Family Tree Builder with a most up-to-date version.
If your intention is to only keep the Family Tree Builder in a Mac computer, I would recommend that right now you export a GEDCOM file of the current updated version of the tree that you have in your family site online right now, import it to the Family Tree Builder in your Mac and then try and sync it again to the site. If the issue with the syncing is solved, then please keep on using the Family Tree Builder only in that same Mac computer. Avoid opening the Family Tree Builder that you might have installed in another computer and so that the imcompatibilty of files for the Family Tree Builder version for Mac and for PC won't happen again.
For instructions on how to export a GEDCOM file from the site and import it onto Family Tree Builder, please visit the following links from our Help Centre: