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EDIT: The moderators seem to have no objection to this post, so I hope it helps folks! As there are a lot of new users on the forum these past few months since the closing of Springpad, I have taken it upon myself to provide some updated information regarding Evernote (EN) Customer/User Support. ALSO, in reponse to comments by Grumpy Monkey (GM) and Gadzumped, two of our Moderators and resident Evernote experts, I have made some SUBSTANTIAL EDITS to my original post from early this morning. (The use of the term "expert" is purely mine and is *not* how they refer to themselves. Like all the other Moderators, Evagalists and several other power users, they are far too modest! PLEASE NOTE: I am a Free User and am writing this post based on my own knowledge as gathered here on the Forum and by digging through the Evernote Knowledge Base. This is most definitely NOT an official post by, or on behalf of, Evernote. Feel free to Evernote any part or all of this post to your own EN database. Grumpy Monkey has confirmed that while support for free users does technically still exists, for reasons unknown to them, the response time for free users in the last few monthes has slowed way down, and in a few cases, proved to be non-existent, so... POINTS TO NOTE REGARDING EVERNOTE (EN) SUPPORT - For BOTH Free and Premium Users: ➡ I don't know, nor do the moderators, what happened in the few cases when free user support issues were not resolved. Did they just slip through the cracks despite due diligence on Evernote's part, or were those Tickets closed because there was nothing more Support could do? It's all speculation at this point and not worth the rest of us stressing over it. ➡ HOWEVER, such cases drive home the point that the onus about resolving any issues you might be having with Evernote, is in *you, the user,* just as it is with any other software problem ▶Either way, please note that if you are a free user and need to contact them, it could take up to 10 - or more - *business days* before they can get to your case. (More on this further down.) ▶As I understand it, Premium users can expect to hear back within 24 to 48 hours. (More on this further down.) OTHER BASIC SUPPORT POINTS TO NOTE: 1) This post is aimed primarily at Free and Premium Users, as I have exactly zero knowledge about anything to do with Business Users & Market Customers. 2) As with my original copy of this post, I'm writing this on my Android phone and have no access to RTF formatting functions like Bold, Underline, Italics or *proper* bullets (that line up nicely), hence my use of CAPS and keyboard native symbols like these - ➡▶* - for example. Sorry it's not prettier! 3) Evernote is open Monday to Friday from 9:00 AM to 5:00 PM, Pacific Time. 4) Please remember that with *anything* you post, including posts asking Moderators to flag you Support Ticket # with EN staff, to post it in the appropriate section of the Forum, which is under the main Evernote section, above Evernote Business and other EN products. If your post is not device specific and you can't decide where it should go, the post it in the General Discussions Board (area). ▶ Include the name of your device in your Post Title. i.e. "Android: How do I....?" State it again in your post body. This tends to speed up the process of getting replies as all basic vital info is easily spotted by the readers. ➡ If you are a Premium (paid) User, take their hours into account and realize that depending on their current workload, if you try contacting them late on a Thursday or on a Friday, they may not be able to begin attending to your case until Monday or Tuesday the following week. So give them a few *business days* and if you still hear no reponse by say, late Tuesday, then create a post here on the Forum (*not* in this thread) so one of the Moderators can flag it for you with EN Staff. In your post be sure to include: ➖ Your Support Ticket Number ➖ The date you submitted your Support Ticket, and if you can recall, the approximate time (the time where you are) ➖ Clarify that you are a Premium User ➖ State what Client you're using, i.e. Mac, Windows, Windows 8 (and Touch if applicable), Ipad, Android or IOS (Web version) ➖ State as clearly as you can what your problem(s) are, as well as what, if anything, you have tried to correct matters yourself I've asked you to include all the information listed above in addition to the Support Ticket #, which the Mods will need to flag it with the EN Staff for you, in case someone here at the forums can help you faster and they will need such info to try. Plus the additional info may also prove useful to the EN Staff. ➡ If you are a Free User, you *do* still have the option of submitting a Support Ticket. But do *not* expect a swift reply/resolution. We free users are at the very back of the pack and as such, our Tickets are dealt with after any from paying customers & and as they have time. The latest estimates I've seen around the Forum Boards lately, seems to range from 10 *business* days up to as long as a couple or few weeks. If you have thoroughly searched the forum & the Evernote Knowledge Base (KB) - on the EN Website - and already posted on the Forum seeking help, but still feel you have to contact EN Support (or were advised to do so if Forum members were unable to assist you), you are certainly FREE & ENTITLED to do so! Just please remember it could take while... If, after say 10 *business* days, you still have not heard back from EN Support, then post about it in the Forum and include ALL of the information as listed above for Premium Users. * Except change the first bullet to clarify that you are a Free User. ▶ ALSO: If you somehow run into major problems that require fast and/or extensive help, there is the option to purchase a one month upgrade to Premium status for $5.00 USD. NOW, ONTO ACTUALLY CONTACTING EN SUPPORT: Below is a pinned Forum post written by GBarry, an Evernote Employee. If you are unfamiliar with accessing Evernote Support, please do take the time to read GBarry's post *in full.* In his post, GBarry details: ➡ The "Best Practices" of submitting Support Query with Evernote, as well as what information you need to have at the ready when contacting them, and... ➡ At the post bottom, links to the company's main (first) Support Page on their website. Click on the provided link. ➡ Assuming you could *not* locate the assistance you require back at the Community User's Forum, or in the Evernote Knowledge Base (KB) that you just landed on, now scroll down the page until you reach the "Contact Us" section and Click on the provided link. ➡ The Contact Us Link will take you to a page with two options: ▶If you are a paid user, you can access both the Live Chat or Submit Ticket (email) option. Fill-in the required Fields, the click either the Submit Ticket or Chat Now button, as is appropriate. ▶If you are a free user, your only option is email. (You must also first fill-in all the required Fields.) ▶For both the Live Chat option (open *only* to paid users) and the Submit a Ticket option (which is the 1st step in initiating the Email Support option - and is available to *both* Free & Paid Users - the appropriate Window will pop up on your screen. (*After* you have filled out all the required fields and *then* clicked on either Live Chat or Submit Ticket.) ➡ For a Live Chat Window, just follow any prompts that may flash up until you get an actual EN Support Tech online with you. ➡ For a non-live chat Window that will pop up after clicking on the Submit Ticket option, fill in the Subject Line, then describe your question(s) or problem(s) as clearly and concisely as possible. Even though you probably already indicated what device your using when filling out the Required Fields to get this far, state it again in this message. When satisfied with your message, click the Submit button. If your message went through - and it should - you should recieve an auto-reply email very shortly (to your regular email) acknowledging successful contact and assigning a Ticket # to your case. All other contact with EN Support will now take place via email. Remember that your Ticket email and possibly any future emails from Evernote might be tagged as Spam by your email provider. So if you don't see the auto Ticket one within a 1/2 (depending on your internet speed), check your Junk/Spam folders before submitting a new Ticket request. Do the same for any follow-up messages you're expecting but don't see in your Inbox. PLEASE NOTE: ➡ As of this writing on August 4th, 2014, the first page of the Knowledge Base is out of date and *incorrectly* states that Live Chat is still available to free users. It is not. ➡ There is no phone option for free or premium users. ➡ I don't know if Business Users or Market Customers have a phone option or not. In fact, I possess zero knowledge about anything regarding Business Users or Market Customers. Link to GBarry's pinned post: https://discussion.evernote.com/topic/51807-best-practices-submitting-a-support-ticket/#entry254984/ OTHER LINKS YOU MAY FIND HELPFUL: ➡ If you haven't yet signed up for Evernote and came to checked out this Community User Forum, and somehow managed to land on my post, or.... ➡ You are a current user but have had to reload the program (for whatever reason) and originally got it from a 3rd Party site (such as Google Play), it is recommended that you download whatever version you want/need, directly from the Evernote Company website. (This is true of ANY software. To help avoid technical and billing errors, always try to download new software - or new copies of it - directly from the company site.) ▶ If you are brand new to Evernote and have *not yet* signed-up with them, then click on the below link to see three options: * Free * Premium *Business ▶ Choose the desired option and follow the steps as appropriate to all your devices, that come up. FIRST TIME SIGN-UP & DOWNLOAD LINK: http://evernote.com/sign-up/ ▶ If you're a returning user and need to re-install Evernotes on any or all of your devices, then use the below link. Click on the Down Arrow beside the green bar on the left side of the screen that says "Evernote." Choose the appropriate download for your device. http://evernote.com/download/ NOTE: If the Google Play Store pops-up when you click on the above link, back out of it and return to the Download page. (Not sure if that just keeps happening to me or others as well, but it is annoying.) On a related and final note (phew!), let's now discuss the concept of a *clean* uninstall and REVO UNINSTALL SOFTWARE: should you need to *re-install* Evernote due to technical problems, it is recommended you use the free version of Revi Uninstall (or the equivilent). But do not rely on your system's native uninstall software to get a *clean* uninstall of all the hidden program files, which can come back to haunt you later. This is particularly true of Windows. (Trust me on this one.) http://www.revouninstaller.com/revo_uninstaller_free_download.html#download The pro-version (which is on my personal hit list of *must have programs*) does even more than the free version and you can find a features comparison on the above linked site. THIS blurb is directly copied from their website: "Purchase of a License includes free lifetime technical supportand free updates , till the next major version! Also, after your purchase you get special discounts for major upgrades and other products!" REVO PRICES: 1 Computer - $39.25 USD 3 Computers (no option for just 2 listed) - $58.86 USD 5 Computers - $98.10 USD And done!
BurgerNFires, I hope you don't mind me starting a new thread to specifically address this issue we touched on in a different thread yesterday. It is related, but was note the Thread's actual topic. Anyway... To Gbarry, Charboyd, Jackolicious and any other Ecernote staff that might see this: Is it true that Evernote no longer provides *any* Support at all to Free Users? As in in Fremium Users shouldn't even bother submitting a Support Ticket asking for Help? Please clarify aa soon as possible to save confusion here on the Forum?.
I think Evernote has gotten too big and it's not the same grassroot company it used to be. I just contacted Support to ask how to change the payment source of one of my paid accounts from one Google Wallet to another Google Wallet. With no explanation of how to do this, or assurance that my data would be OK, I was told to cancel the account and reopen it. I did this and found that Google Wallet was no longer an obvious option - only a credit card. I provided the credit info. My account was then reopened as a premium again - and I was charged for another year even though I still have a year+ on this account. This strikes me as a predatory pricing practice - I'm charged to change the method of payment. I wrote and mildly complained and asked if Google wallet is still available (since I have a second paid account). The only answer I got was: "We suggest that you perform the same checkout for your other account to avoid any troubles at the moment." This is very customer unfriendly support: Minimal info, a system that automatically adds time when you change the method of payment, and a failure to answer specific question - tell him what we want him to know, not what he's asking. None of this is a big deal, and I'm still a fan of Evernote. But this kind of service is disappointing.