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Request for Change in how Overages work


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Good day:

 

I'm in college taking prerequisites for nursing which involved me using Evernote more so than in the past. For the past two to three months, I've found myself at the 1 GB premium limit with anywhere from 7 to 4 days before the cycle renews itself. It is one thing to pay $5.00 for another 1 GB that lasts 30 days (an approximate month), and another thing to pay $5.00 for another 1 GB that lasts 4 to 7 days.

 

Can you please work out a different system where a premium user who has to buy temporary space (for 1 week or less) feels they are getting value?

 

Suggestions are as follows:

 

1. Provide grace options where if there is one week or less, especially if just a few days or less of 250 MB.

2. If one week to go for the cycle, charge $1 (preferably) to no more than $1.50 for 1 GB for just that week.

3. Allow up to 25% overage that will roll over (as usage) into the next cycle) if within one week or less of the current cycle.

 

Thank you.

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It is one thing to pay $5.00 for 1 GB and that works for you for 30 days; it is another thing to pay $5.00 because you are 4 to 7 days to end of the cycle, and you just need < 250 MB to last you through.

 

For the rich that $5 may not be a lot, but for those of us (happy to be able to afford premium) who are not as rich, it would benefit us if there were other options.

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Good day:

I'm in college taking prerequisites for nursing which involved me using Evernote more so than in the past. For the past two to three months, I've found myself at the 1 GB premium limit with anywhere from 7 to 4 days before the cycle renews itself. It is one thing to pay $5.00 for another 1 GB that lasts 30 days (an approximate month), and another thing to pay $5.00 for another 1 GB that lasts 4 to 7 days.

Can you please work out a different system where a premium user who has to buy temporary space (for 1 week or less) feels they are getting value?

Suggestions are as follows:

1. Provide grace options where if there is one week or less, especially if just a few days or less of 250 MB.

2. If one week to go for the cycle, charge $1 (preferably) to no more than $1.50 for 1 GB for just that week.

3. Allow up to 25% overage that will roll over (as usage) into the next cycle) if within one week or less of the current cycle.

Thank you.

This requires more work for Evernote. Since there is no free lunch, more costs to them mean that will be passed along to everyone else in one form or another. The fact that you are now regularly using close to your limit & don't want to pay the $5 for only a few days is understandable. But expecting Evernote to change their (very reasonable) options b/c you only need a little bit, is not.

WRT to option 3, if you're using the Mac or Windows desktop client, you can always put your notes into a local notebook & then move to a sync'd notebook when your upload refreshes.

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Premium users requests shouldn't be tossed out just because it takes some thought or effort to change.  I'm glad these are not customer service answers because it would make alternatives look attractive.

 

I agree that user requests (premium or not) should not be tossed out "just because it takes some thought or effort to change".  The third thing you left out is...money.  And the system they have already in place is very reasonable.  I agree that another $5 a month may not be something everyone can fit into their budget.  But that doesn't negate the fact that it's already a very inexpensive fee for what you're getting.  There are always workarounds for those who don't care to spend the money.

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My complaint isn't about $5 for 1 GB for 1 month.  It is when you have 4 to 7 days (a lot of times, for me it is in the 3 to 4 day mark) when you need just 250 MB (typically a lot less), and then you are paying $5 for 1 GB for less than a week.  That's the problem  point.

 

If there was a way to have any reasonable overages apply to the next month, then that would be most beneficial; otherwise adjust the funds paid for the time period left.

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  • Level 5

My complaint isn't about $5 for 1 GB for 1 month.  It is when you have 4 to 7 days (a lot of times, for me it is in the 3 to 4 day mark) when you need just 250 MB (typically a lot less), and then you are paying $5 for 1 GB for less than a week.  That's the problem  point.

 

If there was a way to have any reasonable overages apply to the next month, then that would be most beneficial; otherwise adjust the funds paid for the time period left.

 

There is an easy solution and it does not cost anything. Put the additional notes into a local non-sync'd Evernote notebook for the short 4 to 7 day time-frame. That does not affect the monthly cap. When the next month rolls around, move the notes to a normal sync'd notebook.

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Then that kills the entire purpose for which I pay for (as a premium user) and use Evernote... to have my notes sync'd to other devices (I do appreciate the idea; it just will not help).

 

Well, then you are out of luck. Evernote has already offered a compromise which you are refusing.

To downgrade their rather generous billing practice to an almost a word-by-word upload policy just will not happen.

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My hope is that employees of Evernote will value paying customer's and respond accordingly. As I shared, some of the responses here are anti-customer service; and if they did come from customer service come across so negatively (toward a paying customer) I would seek to use another product.

Evernote does value their customers, both paying & those with free accounts. But simply b/c you don't like the answers does not mean the answers are "negative" or "anti-customer service". Just b/c someone is a payng customer doesn't mean they get anything they want.

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My view is that the bulk of the answers would not come from someone who wanted to show they value the customer rather than trying to prove a point (change is bad; change is so so so hard and difficult, etc.).

I was hoping that fellow users rather than acting as if they know everything, Evernote is perfect, and there's no need for change would actually chime in and either say they understand and keep it at that, or otherwise be supportive rather than come across as if I should go and find a replacement for Evernote.  Thankfully, none of you work (unless I'm mistaken) work for Evernote in the customer service department.

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My view is that the bulk of the answers would not come from someone who wanted to show they value the customer rather than trying to prove a point (change is bad; change is so so so hard and difficult, etc.).

I was hoping that fellow users rather than acting as if they know everything, Evernote is perfect, and there's no need for change would actually chime in and either say they understand and keep it at that, or otherwise be supportive rather than come across as if I should go and find a replacement for Evernote.  Thankfully, none of you work (unless I'm mistaken) work for Evernote in the customer service department.

 

No where have I said change is bad or change is hard.  Please read the thread.  The bottom line is that there is already a very reasonable fee schedule in place.  It's doubtful the ROI of changing the existing system to allow users to "prorate" a $5 charge would justify modifying the system to do that. 

Good luck.

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  • Level 5*

My view is that the bulk of the answers would not come from someone who wanted to show they value the customer rather than trying to prove a point (change is bad; change is so so so hard and difficult, etc.).

I was hoping that fellow users rather than acting as if they know everything, Evernote is perfect, and there's no need for change would actually chime in and either say they understand and keep it at that, or otherwise be supportive rather than come across as if I should go and find a replacement for Evernote.  Thankfully, none of you work (unless I'm mistaken) work for Evernote in the customer service department.

I've never said that Evernote is perfect, and your suggestion is certainly a fair one, but my take is that if this happens to someone on a regular basis, knowing the bandwidth limitations, then they're probably not planning their usage very well. The virtue of the current plan is that it's dead simple, so easier to understand and cheaper to administer (and it seems like a reasonable fee to me).

 

As for customer service, I'm pretty happy that I don't work in it either -- not my idea of fun. That being said, when folks come in here with real issues in using Evernote, that's when it's nice to be able to help out. This seems like it's not an actual customer service problem, though; it's a suggestion, sure, and Evernote folks will read it, but customer service is unlikely to give you much more than "we're sorry, but that's our policy" if you were to ask them. I'm somewhat sympathetic, but it all seems pretty straightforward to me.

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  • Level 5*

Good day:

I'm in college taking prerequisites for nursing which involved me using Evernote more so than in the past. For the past two to three months, I've found myself at the 1 GB premium limit with anywhere from 7 to 4 days before the cycle renews itself. It is one thing to pay $5.00 for another 1 GB that lasts 30 days (an approximate month), and another thing to pay $5.00 for another 1 GB that lasts 4 to 7 days.

Can you please work out a different system where a premium user who has to buy temporary space (for 1 week or less) feels they are getting value?

Suggestions are as follows:

1. Provide grace options where if there is one week or less, especially if just a few days or less of 250 MB.

2. If one week to go for the cycle, charge $1 (preferably) to no more than $1.50 for 1 GB for just that week.

3. Allow up to 25% overage that will roll over (as usage) into the next cycle) if within one week or less of the current cycle.

Thank you.

For what it is worth, I've asked for this issue to be addressed as well. However, to be honest, I don't have a good solution to suggest, because i don't want to complicate things. I can understand why things are the way they are.

In my case, when it used to happen to me, I just made do with a local notebook and logmein (remote login from my iPad to my Mac).

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