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Is it normal that support request is unanswered for 5 days?


n3uronick

Idea

Hi there,

I am a paying client and a long-term user of evernote. 5 days ago I have posted a support request about some technical issues / bugs I have encountered (support ticket #2708035). No answer since then.

Is this normal? Should I expect the same kind of service / speed in the future?

Thanks in advance.

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Hi.  I'd suspect the speed of a human response depends on how busy the support team are,  and whether your report indicated a critical issue or something that they need to investigate before commenting further.  The fact you have a ticket number means you have a place in a queue,  and will be getting help soon. Premium and Business users get priority.

I don't think any big online companies provide help by return of email - there are just too many users,  and any single issue can take anywhere between a different menu choice or a product update to resolve.  Evernote have normally responded to me within 5 days before,  but the individual response times varied widely.  

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@n3uronick Thank you for reaching out, and I'm very sorry to hear that you're encountering trouble.

In this case, I was able to locate your ticket, and expedite it's priority.

You should hear from somebody by the end of day tomorrow. 

If you do not, please reach out to me via DM.

Thank you!

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