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(Archived) Not wildly impressed by Evernote Support


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I'm now on day 4 of my Evernote (Mac) client being inoperable. After a short sequence of email communication with support, it doesn't appear that I'm any closer to having the client working again.

I know that support is a busy and thankless task, but I would expect (a) that my emails would be read properly (which seems not to be the case as I was initially advised to do exactly what I had already outlined in my first email), and (;) that I'd be informed about what was being done about the problem, what I might do to help, etc (no communication today, some 36 hrs after my last reply to a not-very-useful support suggestion).

There are mitigating factors---it's probably a difficult time of year, there's a time-zone delay as I'm in Australia---but I think it's reasonable to hope for better support with a critical problem.

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Ouch. So sorry to hear of this. IIRC, you're premium? If so, yes, I would be distressed to go 36 hours with no communication, during a work week. I hope you get a resolution, soon.

Yep, premium. To be fair, my first 2 emails were replied to within 24 hours, but since then silence. At least I can still get at my data via the web/iPad. But worthy of a minor whinge all the same.

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Problems have a way of resolving themselves as soon as one complains about them. It is simply the way the universe works. Therefore, the sooner one whines, the sooner things get better. :)

The core of a Whingers Manifesto, perhaps?

(I should point out for an international audience that 'whinge' is more commonly used here in Australia than 'whine'; eg. the 'whinging pom').

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The core of a Whingers Manifesto, perhaps?

(I should point out for an international audience that 'whinge' is more commonly used here in Australia than 'whine'; eg. the 'whinging pom').

'Whinging' is also used in England, familiar to all of us American PBS watchers. :)

I was not familiar with "whinger". But, as a fan of Dylan Moran & "Black Books", I am familiar with a similar, but less polite word that begins with W. :)

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We have two formal "tiers" of support, and probably two or three informal ones after that.

The first tier of folks handle incoming cases to solve the most common types of problems that people encounter.

If they get stuck, they'll escalate the case to "Tier 2", who are more senior and can work on more complicated and uncommon problems. So if your problem is caused by some interaction with your own anti-virus software on your version of Windows Vista, the Tier 2 people will help out.

If Tier 2 get stuck after trying to help you for a bit, they'll escalate it to QA or our de facto "Tier CTO" (me). This happens if they hit a problem that they've never seen before, which requires a more direct handling with our engineers. Debugging with engineering can take a bit more time.

So crispinb's case is pretty representative. He received some initial help from Tier 1 and then Tier 2, and then they finally got stuck and escalated it to me. I worked with our Mac team lead to try to figure out the problem, which we'd never seen from any other users. After some discussion, he guessed that it was some sort of interaction with the new code and some old UI preferences stored separate from the database, so I told crispinb how to blow those away to reset the UI to its default state. That seemed to fix the problem. (The holidays also delayed things a bit, since the Mac team lead started his vacation after the new 2.0 release was finally done.)

Thanks for your patience ...

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