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purpleplume

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About purpleplume

  1. Thank you, gazumped. Much appreciated. I did hear from someone at Evernote support a few hours ago. As long as I can stay in conversation with that person, I think we will get this resolved. Nevertheless, I truly appreciate your reply and your offer to assist!
  2. Yum! I'm a big portobello mushroom lover myself. :-D
  3. Well, "support" people are typically not developers. It would be a waste of a developer to have them answer support desk questions. So when you say "it's something I need to have a conversation about with someone on the support team", you did. And most support desks (not just EN) have a series of processes they have the user go through. IE, one common procedure is having the user upgrade to the most recent version, if they are using an older version. That's good so that the support person isn't "wasting" their time trying to fix a problem that may have already been fixed. If the support desk cannot fix your problem & they create a ticket for you, then that means there is something a developer needs to look at. Often, there may be a particular individual who is better suited to that and/or they may need time to review the information the support desk sends them. And yes, premium accounts do mean you get priority response from support. But it doesn't mean you have a developer in your pocket. I'd also say from my own personal experience, if you have a problem that is escalated from support to a developer, it may be more than 24 hours before you get a response. But you can always reply back & remind them you've not heard from them. Having said all that, I'd have to say my experience with Evernote has still been very good & timely. BurgerNFries, thank you for taking the time to reply to my humble forum post. I have enjoyed reading your witty forum posts for years now. You are such a valuable member of the Evernote user community. Thank you for all you do! Thank you also for helping me understand the distinction between a support team member and a developer. I've never heard that distinction before, and I will incorporate those titles in my future posts. According to my Chat Support experience from yesterday, the person who took my call was unable to offer any assistance whatsoever. All she could do was put in a support ticket, which I obviusly could have done without contacting her. She was the one who gave me the 24 hour response window; I think your > 24 hr response window is more accurate. I did spend hours on the Evernote Knowledge Base, researching issues that matched my search criteria--something I always do before posting to a forum or contacting support in the attempt to resolve any issue I encounter. Most of the time, I can work through and resolve things myself. I neglected to mention that I did upgrade my version to 5.5.1 yesterday (after she put in a support ticket), which was my idea (not her suggestion). I knew support would insist I do that to rule out a version-related incident. Unfortunately, the upgrade resulted in another (seemingly unrelated) issue, so I now have two issues on my front burner and my productivity has ground to a halt. Again, thanks for all you do here for the greater Evernote community. And by the way, who makes your favorite burger and fries? I am a food writer.
  4. Hi gazumped, I forgot to mention that I already contacted chat as soon as this happened. Unfortunately, that was a waste of time. The person I chatted with was not equipped to offer any support, and could do nothing more than file a support ticket (which I could have done myself) and inform me that someone would get back to me to assist within 24 hours. We're way past that time now, and I have yet to hear from a support person. However, I do have a PM conversation going with someone on the Evernote user forum, and he is giving me some excellent troubleshooting steps. No closer to resolution, but I am hopeful that we will get there eventually. Still quite disappointed with the lack of support response. As a Premium member for 5+ years, I expected more. Glad to hear you are enjoying your S1500 for Windows. That was my first ScanSnap (before I switched to Mac) and I had excellent results with it, too. It's sitting in my closet, looking for a new home.
  5. gazumped, I'm not sure if you were replying to me, as I was not the OP on this thread. But I would happily accept your offer to flag my ticket #. When I chatted with Evernote support yesterday morning, Isabel told me I would receive support within 24 hours. It's gone past that now, and I have yet to receive a bit of help. The ticket number I created myself (last night) asking for someone to escalate my request is # 439587.
  6. +1 for poor chat experience. Like the OP, I have been an Evernote Premium member since 2009. Today was the second time I have tried chat support. Quite disappointed that all the chat person could do is file a trouble ticket, which I could have done myself. I thought chat was a support option, yet the person who chatted with me could not offer assist in troubleshooting my issue. When I asked for a supervisor, I was told there was no one. When I asked to escalate my request, she was unable to do that either. All in all a very frustrating experience. I was quoted a 24 hour response time for someone to even acknowledge my trouble ticket. That wasn't very encouraging either, as I suspect an email reply will not allow me to resolve the issue; it's something I need to have a conversation about with someone on the support team. Is this even possible? I thought Premium membership included priority response from support.
  7. I have been using Evernote for 5 years as a Premium member. I have 10,000+ notes in my account. I scan documents into Evernote on a daily basis. Until yesterday, everything in Evernote was operating as expected. Today something unusual is happening. When I scan in a document, I can see the Text Recognition processing on screen, and the scanned document image appears completely on my monitor. But when I close out of that document image, the newly scanned image does not appear in my list of scanned Evernotes. To clarify, it's not just the content of the note that has disappeared (as might be the case if the text color was inadvertently changed to white) it is the note itself that I can no longer see. Throughout this process, I am in my Inbox (not a more limited notebook) and there is no text in my search box (which could limit the notes that are displayed). I have toggled between all the available views on the View menu and the new notes are not visible regardless of the view I select. The missing notes are not in the Trash. I have tried restarting Evernote, rebooting my computer, and signing out and back into my Evernote account. The issue keeps repeating. I am using Evernote v. 5.4.0 with ScanSnap S1500M with current drivers on Mac OS 10.6.8. I have searched the forums and I got hundreds of matches for "disappearing notes", which I am working my way through, but so far I have not found any helpful insight that applies to my situation, so I am hoping someone who has experience with this issue will kindly rely to my post for help. I have filed a support ticket but no one has connected with me to troubleshoot this issue. I cannot wait 24 hours for a reply from support because I have a person here to scan all day, and until this issue is resolved she cannot proceed--and I have no other projects for her to do. So I am paying someone to sit and wait for support to reply! Any suggestions much appreciated.
  8. I have been using Evernote for 5 years as a Premium member. I have 10,000+ notes in my account. I scan documents into Evernote on a daily basis. Until yesterday, everything in Evernote was operating as expected. Today something unusual is happening. When I scan in a document, I can see the Text Recognition processing on screen, and the scanned document image appears completely on my monitor. But when I close out of that document image, the newly scanned image does not appear in my list of scanned Evernotes. To clarify, it's not just the content of the note that has disappeared (as might be the case if the text color was inadvertently changed to white) it is the note itself that I can no longer see. Throughout this process, I am in my Inbox (not a more limited notebook) and there is no text in my search box (which could limit the notes that are displayed). I have toggled between all the available views on the View menu and the new notes are not visible regardless of the view I select. The missing notes are not in the Trash. I have tried restarting Evernote, rebooting my computer, and signing out and back into my Evernote account. The issue keeps repeating. I am using Evernote v. 5.4.0 with ScanSnap S1500M with current drivers on Mac OS 10.6.8. I have searched the forums and I got hundreds of matches for "disappearing notes", which I am working my way through, but so far I have not found any helpful insight that applies to my situation, so I am hoping someone who has experience with this issue will kindly rely to my post for help. I have filed a support ticket but no one has connected with me to troubleshoot this issue. I cannot wait 24 hours for a reply from support because I have a person here to scan all day, and until this issue is resolved she cannot proceed--and I have no other projects for her to do. So I am paying someone to sit and wait for support to reply! Any suggestions much appreciated.
  9. I am using Evernote for Mac version 5.4, and it's become noticeably slower at processing new notes. Do I have the most recent version?
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