Archimedes 1 Posted October 28, 2014 Posted October 28, 2014 I submitted a request for Tech Support last Wednesday and have not received a response (other than the automated confirmation email, containing a ticket number) -- even after sending a follow-up email. The confirmation email I received said I would get a reply within 1 business day, but a half week has passed and I have not gotten a reply. I have a Premium account. Is this unusual, or do lots of people get ignored by Tech Support? Is there anything further I can do to get a reply? (I'm not aware of any phone number I could call.)
Level 5* JMichaelTX 4,119 Posted October 28, 2014 Level 5* Posted October 28, 2014 If you are a Premium Account owner, you can contact Support via En Chat. See Evernote Chat Support., available 9am-4pm US PST. (Chat option appears AFTER you click “Continue” on initial “Evernote Support” page.)
Level 5* Metrodon 2,188 Posted October 28, 2014 Level 5* Posted October 28, 2014 Reply to the automated email and ask for an update on your ticket. Point out how many working days it has been since you opened the ticket.
Level 5* jefito 5,598 Posted October 28, 2014 Level 5* Posted October 28, 2014 Took me about 5 days to get an actual human reply fairly recently (I'm a premium user); this was in response to a bug report. Response thereafter was quicker; the tech wanted more details to reproduce. The problem wasn't pressing, so that was fine for me.
Greenlit 0 Posted February 12, 2015 Posted February 12, 2015 I'm very disappointed in Evernote inexistent customer service or tech support. I tried to upgrade to Premium via iTunes and it did not work. So since I'm not a Premium User yet, but I would like to become one but there is no way to contact Customer service or Tech Support, Evernote has a flaw in their Customer Support logic. The fact that nobody answers the phone and you have to leave a voice mail makes you feel the company not being "legit" and them hiding away from problems, it kills the personal experience.
Level 5* Metrodon 2,188 Posted February 12, 2015 Level 5* Posted February 12, 2015 Support isn't great. I think free users can still open billing and support tickets. Give it a go at https://evernote.com/contact/support/ They've never offered phone support.
Level 5 jbenson2 2,149 Posted February 12, 2015 Level 5 Posted February 12, 2015 I was a Premium user and faced the same delayed response.I cancelled my subscription and reverted to Free user status.The replies here in the forum are more useful.
Level 5* Metrodon 2,188 Posted February 12, 2015 Level 5* Posted February 12, 2015 Yeah, but we can't sort out billing issues.... Unless JB you want to PM me your credit card number, mother's maiden name etc? You can trust me, it will all be fine.
Level 5 jbenson2 2,149 Posted February 12, 2015 Level 5 Posted February 12, 2015 The benefit of downgrading to a free account is there are no longer any billing issues.
Level 5* JMichaelTX 4,119 Posted February 13, 2015 Level 5* Posted February 13, 2015 I don't know if this will improve EN Support, but it might. It appears that Evernote has revised their Support Ticket form to provide a more granular selection of issue categories. Particularly noteworthy is a new "Sync Issues" category.
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