With all due respect, I would offer up that after a much shorter time (15-20 minutes?), it would be reasonable to think something is amiss & that further action should be taken, rather than continuing to wait for another six plus hours. IME, I've had very good luck with support. With all due respect as well, do you think I sat there for 6+ hours looking at the chat window. Actually I started the chat, waited a few minutes expecting a reasonable timely response and then decided to do other work on my computer. Only much later did it occur to me that I had never received a response. Also with all due respect, if this had been a one-off situation, I would not have bothered to post. As mentioned I have been a Premium member since 2009 and have had multiple challenging support instances. In this particular case, it annoyed me enough to where I was motivated to sign up to this forum (which I have followed very frequently) and do my first post. Evernote is an ongoing valuable tool in my toolkit. For what I use it for, it is quite useful. However I am not an evangelist / apologist like you seem to be in many of your posts. One area that Evernote seems to be weak in is customer support. Numerous times I have contacted them, filed ticket support and had to re-contact them after several days because of no response. Maybe they're short-staffed, maybe they're overworked, maybe they have systemic issues. From a customer point-of-view, it doesn't matter, the customer support experience is not good.