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christianboyce

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About christianboyce

  1. That solves Evernote SENDING things to me. But we have a two-way problem-- Evernote Support is not RECEIVING mail from me, and it's important that they do. What is the Inbox here in the Forums for? Could we use it for this issue? The issue I'm having is rather important-- maybe there's a way for someone to do a screen share session with me. It is in everyone's best interest that this problem be solved. This would be a very quick and sure way of demonstrating the issue.
  2. When you refer to my "evernote email address" do you mean the one that is in my profile, available at the top right of this web page? If so, I don't see how that is going to help, as it's the same as my regular email address. Or do you mean that the emails will come here, to the Evernote Inbox showing at the top of this forum web page? At the moment there are no messages there.
  3. How about you just post the emails pertaining to my ticket right here in the forum? That way I'll see them for sure. From what you're writing, you seem to have access to the emails that Support sent to me. How about copying them and pasting them here?
  4. Heather, are you saying that when your staff says "we are looking into this issue" that it is up to ME to make the next move? I'm the one asking for help! It's Evernote's responsibility to contact ME when they've solved the problem. I did my part. I appreciate that my problem was "escalated" but it was not solved! You can't be serious when you imply that it was my responsibility to do anything more than submit the request. Had Evernote asked me for something I would have supplied it, but to escalate the issue, then close it, and then blame ME for not contacting Evernote-- that just doesn't make sense.
  5. Attached: the email from Evernote that says it's closing my most recent ticket. I received it at the email address that I use for almost all correspondence, and that particular email address is the one that shows here in my Evernote profile. I tried, in my request for help, to make it clear that my problem was not solved and that it did not look like my emails to Evernote were being received (or, were being received, but not read). It does appear that Evernote can send me emails (I always get the ones that say "it's been two weeks, we are closing the ticket"). I even have received a couple of others. But, with regards to this particular ticket, I got nothing between the initial acknowledgement of the request and the "it's been two weeks, we are closing the ticket" messages. By the way, I did fill out the Feedback Survey and basically told the story-- problem not solved, poor communication, rather frustrating, and despite the excellence of the Evernote product the unresponsiveness of the technical support makes me reluctant to recommend Evernote to my customers. I did not receive a response from Evernote. Ticket #16051-59458 Please reopen Ticket #16051-54270.pdf
  6. Thanks Heather. I appreciate your help. Is there a way for us to talk tomorrow on the phone? That would be helpful. Here is a quote from what Evernote sent me yesterday. It's copied in the message from Evernote saying they're closing the ticket (#16051-59458). It's my request for service. The only reason I opened ticket 16051-59458 was to ask Support to reopen a ticket that should not have been closed. Sort of looks as if my request wasn't read very closely. Title: Please reopen Ticket #16051-54270 Details: My problem is not solved. I got a response from Evernote that the system would reindex my account, but that did not solve the problem I responded to Evernote's email FIVE TIMES but never got another response from Evernote. Today, I got the standard "we haven't heard from you in two weeks so we are closing the support ticket." NO NO NO. Please go back and find my emails. Please read them. Please help me with this problem. I have customers who are experiencing the same kind of problem with their accounts and we need to get this fixed. We also need to figure out why Evernote tech support does not get my emails. Or, if Evernote tech support does get my emails, why don't I get any responses? *** In the case of ticket 16051-54270, I got exactly two responses: one saying "We want to let you know that we are looking into this issue, we will contact you back as soon as possible" and one saying "It has been two weeks since our last interaction, so we are closing out this support ticket. " Are you telling me that Evernote Support solved my problem, and I didn't receive an email about it? The closure of the ticket was EXACTLY two weeks after I filed it. The problem has not been solved. Did Evernote try to contact me between 1/23/2012 and 2/7/2012? If so, would you please provide those emails? You can just post them here. Keep in mind that the problem is not solved. If I could get on the phone with someone I think it would help.
  7. I, a Premium customer, am trying to get an Evernote issue resolved. I submitted a ticket. I got this on January 23rd, 2012: "Dear christian, We want to let you know that we are looking into this issue, we will contact you back as soon as possible. Thank you for your understanding. Evernote Support" I immediately wrote back (January 23rd, 2012): "Thanks a million. I really appreciate your help." Yesterday, after not hearing anything from Evernote about my ticket, I received this: "Dear christian, It has been two weeks since our last interaction, so we are closing out this support ticket. Should you have any other requests for support, suggestions or questions please feel free to open a new support ticket." This has happened almost every time I've submitted a support request. It's easy as 1-2-3: 1. Submit request, get confirmation from Evernote that the request was received. 2. Wait two weeks 3. Evernote sends me an email telling me "it has been two weeks since our last interaction, so we are closing out this support ticket." Is this typical for you? For me, it is. If anyone can put me in touch with a real live person at Evernote I would appreciate the info. I really like the Evernote product but on the rare occasions that I need support (like I do now), it's just awful. I have a few other examples where I wrote follow-up emails to Evernote several times and still got the "it's been two weeks, we are closing the ticket" message.
  8. Would taking screenshots of your inline note pages help you solve your immediate problem? The screenshots would be PNG files, not PDFs. So then you'd have an "image" for Evernote to do its OCR on.
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