Customer support lag

[dbarak 10]

From an email I sent regarding a reply to my support request:

Quote

 

Hi [name deleted],

 

Thanks for responding to my support ticket.

 

First, the problem seems to have resolved itself.

 

Second, this is nothing personal against you, but I contacted Evernote about this exactly two weeks ago. Considering I'm a paying customer, I feel this delay is unacceptable. When my account comes up for renewal, I'm going to have to really consider whether it's worth spending the money.

 

Dave

 

 

[DTLow 5,736]

Depending on the severity;  I'd consider any delay unacceptable for a life-or-death crisis 

[dbarak 10]

Nothing life or death, but two weeks is a bit too long.

"Higher than normal" ticket volume - the same disclaimer I saw two weeks ago - says there's a problem that needs to be addressed. I don't know if it's technical issues that account for the ticket volume or if it's a shortage of customer service people, but there's obviously a problem.