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Vote of "No Confidence" in your Twitter support team

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I've discovered a bug in yesterday's new version of Evernote for iOS. So, yesterday I tweeted @evernotehelps about it. I have a notebook in which every, single note has an image. Yet, the iOS app (on both iPhone and iPad) is correctly displaying the thumbnails for some notes, while flat-out ignoring the images in other notes. 

I described this in my tweet and included a screenshot (attached below). I chose this screen quite deliberately, because it shows:

(a) That most messages are correctly displaying thumbnails; and

(b) That two messages are NOT displaying thumbnails. (I also selected one of those messages, so the body of that message would be displayed, demonstrating that there is in fact an image in that note whose thumbnail is NOT being displayed in the sidebar.

(c) Finally, I highlighted the two places where thumbnails should have been displayed.

 

Yet, despite the thoroughness of my tweet, @evernotehelps replied:

"Please tap the three dots in the upper righthand corner of the "All Notes" screen. Is "show images" checked? /AT"

Seriously?! The screenshot clearly shows that images are being displayed! As such, how could anyone officially representing Evernote see that image, read my tweet (also attached below), and then ask me if "Show images" is checked? Respectfully, someone isn't qualified for his or her job.

 

mervynwarren_2017-Jan-17.jpg

IMG_4523.jpg

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Hi.  User forum (mainly) here,  so while I agree it looks dumb,  no-one is going to get immediately retrained.  It is part of standard tech support practice to go through all the obvious dumbass fixes first before getting overly technical - maybe there was a point to the query.  I don't know. 

If it is ticked though,  you might want to untick it,  remove all pics and then re-tick it to see whether that drags your missing thumbnails across...

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21 hours ago, gazumped said:

Hi.  User forum (mainly) here,  so while I agree it looks dumb,  no-one is going to get immediately retrained.  It is part of standard tech support practice to go through all the obvious dumbass fixes first before getting overly technical - maybe there was a point to the query.  I don't know. 

If it is ticked though,  you might want to untick it,  remove all pics and then re-tick it to see whether that drags your missing thumbnails across...

Thanks for the reply.

Over the years, I've had many responses to posts from Evernote staff. So, respectfully, you're mistaken. :)

Secondly, the only way you can possibly suggest that "Maybe there was a point to the query" is if you didn't understand what I described. The answer to the question that the support rep asked me was in plain view. The thumbnails plainly visible in my screenshot would NOT have be there, had "Show Images" been unticked.

I appreciate the suggestion. I had already toggled "Show images" before tweeting support.

Thanks again.

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Not a question of 'not understanding',  but to quote that famous IT specialist S Holmes Esq. “Once you eliminate the impossible, whatever remains, no matter how improbable, must be the truth.”   The practice of tech support is to go through all the possible causes and eliminate them one by one.  This routinely drives users to distraction as they're asked dumb question after dumb question,  but at the end of the day if something is happening on your system that isn't (AFAIK) hitting anyone else,  then something dumb might be the cause...  Having eliminated that,  you can move on.

Evernote is getting so much er,  feedback... about the new iOS app (just not on this point) you might do well to go back to Support and stress that your problem is still unfixed.  They can look at that alongside everything else.

Some issues seem to have been fixed by uninstalling and re-installing the app,  but there seems to be a ways to go.  :(

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