Jump to content
paulbeattie

Evernote Support

Recommended Posts

Hey there everyone.

Just purchased Evernote Premium...to find that the default option is the $45/year plan, not the $5/month plan. Not really happy about that. You'd think the plan that would end up costing $60 in the same 12-month period as the $45 annual plan would be the default option.

Before anyone tries to ask, no, I didn't look that closely because I assumed the monthly plan was the default (cheaper for the user in the short run, but ends up being more expensive in the long run). Monthly recurring plans are the default over annual plans on most sites.

When I caught that issue, I went looking everywhere for a phone number to call Evernote at. I came up empty. The only options are e-mail and chat support. Call me paranoid or old-fashioned, but if I have an issue with my debit card, I want it handled over the phone, where I know for sure there's a human on the other end that, if things continue to go wrong with my bank or EN account, can be held accountable.

Anyone know how quickly a Premium support ticket is responded to if it's submitted on a Sunday? And can you add information to the request by replying to the submission confirmation e-mail?

And last but not least, why doesn't Evernote Support have a phone line to call if there's an issue like this one?

Share this post


Link to post

They'll see your ticket when the west coast wakes up on Monday morning and will get back to you pretty quickly if you are a Premium customer. Best bet is to wait until you get a human response tomorrow and then send the further info, the fact you got the automated response means that your ticket has been created.

Lots of small companies don't offer phone support, it's extremely expensive and given that Evernote have 20m+ customers a potential logistical nightmare,

In the end, you made an error that I am sure they will sort out for you tomorrow, banks are shut today anyway so does it make any difference?

  • Like 2

Share this post


Link to post

i don't know what's on most sites, but the 45 dollar subscription is a better deal. it sounds like your subconscious made a good decision for you :(

anyhow, the evernote staff are quite helpful, and now that you are a premium member, you can be assured of expedited assistance. they'll straighten it out for you within a few hours. just create a support ticket.

Share this post


Link to post

Hi The Hellsage:

I have been an EN user for four years and a premium user for three. I feel it is the best $45 per year you can spend. The annual billings works without a flaw and "always on the correct date." I would suggest you give EN a try and you won't be sorry. I put everything in EN, all correspondence, receipts, maps, family history, you name it, and no more paper files!. In a week or two, I will dump the metal filing cabinet, just don't need it! One more thing, if you have an iPad or iPhone, all of your notes are with you all of the time, using the free EN app.

Welcome to Evernote and best of luck.

Regards,

David in Wichita

  • Like 2

Share this post


Link to post

Not really intending to pile on, but yeah, many internet companies don't publish phone numbers.

Reiterating what others have said, since you're a premium user, if you submit a support ticket, you'll get a reply within one business day, California time.

Just purchased Evernote Premium...to find that the default option is the $45/year plan, not the $5/month plan. Not really happy about that. You'd think the plan that would end up costing $60 in the same 12-month period as the $45 annual plan would be the default option.

Why would you think that? I guess this is one of those things that could go either way. If they defaulted to $5/month, some people would think they were intentionally trying to ***** them out of the extra $15 per year. OTOH, since it defaults to the annual/$45, you get someone complaining about that. Guess you're damned if you do & damned if you don't.

However, EN is very good about offering refunds if you are unhappy with their service as evidenced by only the first few posts I found by using the search function on author engberg & search word refund.

To receive a refund, open a support inquiry on the bottom of:

https://www.evernote...ontact/support/

We've never turned down a request for a refund wherever we're technically capable of granting one. (E.g. Apple doesn't give us a way to issue iTunes refunds, but we can do it easily for credit card purchases on our own site.)

That said, we are working on sharing on both Android and iOS, and look forward to launching that feature on both of those platforms as soon as we can finish developing and testing it.

Thanks

Thanks for the feedback, biochemist.

We are working to fix all of the stability and performance bugs that we can reproduce, and appreciate the detailed reports from people who are able to reproduce problems.

I'm not sure what you mean about us horribly and artificially locking people into subscriptions. ~96% of all of our iOS users don't pay us anything, and anyone that chooses to upgrade to Premium can downgrade back to Free whenever they like without losing any of their notes or data. From either desktop client, you can export all of your notes to portable HTML any time you like. And, as always, we have never turned down a request for a refund from anyone who isn't completely happy, as long as we're technically able to do so. (E.g. PayPal doesn't let merchants give refunds after 90 days, etc.)

I'm having a hard time imagining a business that is less focused on making a "quick buck" by locking in users or ripping people off.

Some of our payment options are automatically recurring every month/year, and others (e.g iTunes) are one-time payments. For the recurring ones, we get far more customer service complaints when those fail to automatically renew than vice versa. (E.g. when someone's credit card on file with Google Checkout expires and we downgrade them to Free after 12 months.)

Correct, there is no simple way in the web interface to see the OCR status of a particular PDF in your account. The information is available via a relatively obscure 'debug' page for a note, which you could see if you:

1) right-click on the note thumbnail on the web and Open that image in a new tab

2) change the URL for that image to replace 'thumb' with 'debug'

In the resulting page, the section for the PDF Resource will show a link to the "alternate" form of that PDF if it has been recognized.

I don't think it's correct that we "intentionally" misled anyone about the functionality of the Windows client when we posted a video of the Mac client. Our Windows client has plenty of functionality (e.g. ink, OneNote import, etc.) that isn't available on the Mac as well. This particular feature is definitely one on our list to improve for the future.

However, if you're not completely satisfied with Evernote Premium, we'll gladly give a refund (* if possible) to anyone that requests one via a support inquiry at the bottom of: https://www.evernote...ontact/support/

(* = some payment methods like iTunes don't give us any mechanism to offer a refund, and others like PayPal may limit how long after a purchase we can give a refund, but we can give a refund in the large majority of cases.)

Share this post


Link to post

I don't have much to add, but wanted to say that an Evernote employee has read this. Our support folks are pretty responsive. Chat especially so.

Share this post


Link to post

Ticket came in yesterday at 3:59pm PST and we responded at 5:17am PST this morning with a resolution.

  • Like 2

Share this post


Link to post

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.

Share this post


Link to post

Something seems odd there. Are you not receiving replies to your follow-ups?

Can you PM me your ticket numbers?

Share this post


Link to post

Yes, this is common, IME. just b/c the ticket is closed doesn't mean they are no longer working on the issue. (If it's a common bug type thing, rather than something specific to your account.) Just that there may not be any thing they've been able to do on it. Closing the tickets, when there has been no contact keeps the "hot" ones at the forefront. IOW, those that still need contact with the user. Additionally, if support has requested info back from the user & not received anything from the user, at some point, they need to "assume" they will not hear back from the user & close the ticket out. If you want to keep the ticket "alive", you can send a follow up request before two weeks has elapsed.

Also, as a premium user, you could try the chat.

Share this post


Link to post

Actually, nevermind, I found the 4 tickets from the email address that match the email address on the forums.

I don't see any replies to them from you at all, after the initial request was filed. I do see that our team in all of them sent out solutions, and in some cases, escalations then solutions. Maybe your domain is selectively blacklisting? Or pulling a gmail and sending certain emails past the inbox?

It definitely looks like there may be an issue with you not recieving emails from us, and we're certainly not receiving emails from you back to these tickets (although if the subject line was altered at all, and you wrote back from a different email address, you'd have created a new account and a new ticket stream.)

I can reopen the cases and have our team cc your Evernote email address, to ensure that you receive our messages, at least as notes in your account.

Share this post


Link to post

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.

Share this post


Link to post

We don't have phone support, but we do have live chat available from 9AM to 5PM Pacific time.

The reason you received the auto-close message two weeks after your initial filing is because our team is super-quick and answered you on the day you filed the ticket each time (the "looking into this issue" message is an escalation message), and we didn't get a response from you, so the tickets got closed out.

Share this post


Link to post

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

Share this post


Link to post

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.

  • Like 2

Share this post


Link to post

No, that's not what I'm saying, I'm saying that the "looking into this issue message" was sent when one tech escalated it to a specialist, and you appear not to have received the message the specialist sent after that (as you never responded, and the ticket was auto closed.) When we don't receive a response to our emails, we can't leave tickets open indefinitely, so they get closed out.

I honestly have no idea why you're receiving some emails from us and not others, and why we're not receiving any from you at all past what you enter on our submission form.

Share this post


Link to post

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?

Share this post


Link to post

Ticket #16051-59458

We received it on 1/20. It was Escalated on 1/23. A specialist was assigned and responded on 1/24:

1/24/2012 10:06:05 AM PST

Replied

I completely understand your frustration and I am sorry for the confusion.

Are you able to search PDF that are not scanned in with Scan Snap?

Thank you for your patience,

After receiving no response, the ticket was auto-closed on 2/07. I've re-opened it and directed them to CC your evernote email address when replying.

Ticket #16051-54270

Opened 1/5 . Escalated 1/6. Replied by a specialist on 1/6:

1/06/2012 04:12:06 AM PST

Replied

I have our system reindexing your account. This can take up to 24 hours. If you continue to have issues, can you let us know how the PDF's were made.

Thanks,

No response received on the ticket, autoclosed 1/20.

The other two tickets from you in our system are from around 6 months ago.

Share this post


Link to post

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.

Share this post


Link to post

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.

  • Like 1

Share this post


Link to post

As it has been mentioned several times during this thread, there is *live Chat* available for Premium users during the support hours of 9AM to 5PM Pacific TIme, US. In this situation, I suggest you might want to utilize it.

Reference your ticket numbers, and the forum thread, explain that we're not receiving your emails.

Otherwise, our Community Manager can work with you via Private Message here.

Share this post


Link to post

Hey! Currently, I am having a somewhat similar issue with the Evernote support. I submitted a ticket yesterday because my account needs re-indexing since EN Web shows wrong note count as opposed to my windows client. This issue has been recurring since the last 2 months or so. I submitted a ticket once before as well - say a month back - but got no notification/ email back then.

I attached the activity log to the ticket and sent it to the support team as they had asked of the same from me on chat . Anyways, here is my Ticket #: 16051-67156 which a chat representative gave me yesterday. I would really appreciate if you could look into the matter. Looking forward to receiving some help from this forum. Thanks guys :)

Share this post


Link to post

@Anubha, I just responded to your ticket. The reason why you were not getting our replies was due to a typo in the email address that you entered when submitting your support request, you forgot to add the "m" for com. I have amended your email address and resent the original response to your ticket.

Share this post


Link to post

The point is that Evernote isn't flipping your images, your camera is. Evernote is displaying them as they were actually taken (with your phone/camera sideways, upside down, etc).

I don't agree... I tried taking pictures with my iPhone in different orientations, and no matter how, the picture comes with the wrong orientation to Evernote. I use portrait for receipts, they come landscape and rotated 90 degrees. I take one landscape, it comes upside down...

Share this post


Link to post

i have to agree with goldfilm here. i have taken pictures the same exact way, but in evernote the photographs will be displayed incorrectly.

Share this post


Link to post

Regarding support: I think it's worth keeping in mind that what we have here is a largely free product from a small organization. I have no idea how many premium users there are, but I doubt it is enough in and of itself to foster a huge backend customer support structure. I've not had good results either, but I just accept it and move on.

Share this post


Link to post

Regarding support: I think it's worth keeping in mind that what we have here is a largely free product from a small organization. I have no idea how many premium users there are, but I doubt it is enough in and of itself to foster a huge backend customer support structure. I've not had good results either, but I just accept it and move on.

IDK now many subscribers & premium subscribers they currently have. Latest info I could find is from nine months ago here. But, like most freemium apps, paid users get priority support, which is a reply within one business day, California time. Free users get support as time permits.

Share this post


Link to post
Guest mrossk

Today and in the last 2 years I have had together 3 support cases (explaining bugs) send to evernote but I have never got even an acknowledgment that my tickets has arrived the support. Also, every time when I read about the ticket system in this forum I see that the ticket system is "currently" not working. Has this support system ever worked? I am a litte annoyed because ot the time I have taken to make this tickets and attachments only for nothing.

What can I do to send a support case? I don't want to make it public because of private attachments.

Thanks.

Marcel.

Share this post


Link to post

Our ticketing system is working fine, and has been for the last 4 years. In fact, we're receiving an uptick of tickets this week due to a new client release - If you could point to specific threads where an employee is saying our tool is not working (our entire website does go down for maintenance sometimes, but we still accept tickets during that time), I'll make sure to remove any reference to our ticket tool not working. There is one specific user for whom it was *actually* not working, and they were receiving a specific error code that we were able to track down and fix.

If you're not receiving a confirmation email, there's generally a few things it could be:

There's a typo in your email address on the form, and you're using auto-complete to fill it in.

Our email replies are going into your spam folder.

Our email replies are being blacklisted by your IP.

I see the last ticket we received into our system from the email address attached to your forum username was on 8/25/2011. Are you using a different email address?

Share this post


Link to post

I've probably submitted at least seven support tickets over the years. That includes at least two "test" ones I submitted when someone was posting that it wasn't working. I've never had it NOT work for me.

Share this post


Link to post
Guest mrossk

Hi Heater.

Thanks for responding!

Good to hear that the ticket system is working fine. May be I have a little bad luck with this system.

Yes, I have got NO automatic confirmation e-mail even 2 hours after sending the ticket.

Yes, I have used the suggested auto complete e-mail adress.

The e-mail adress attached to my username is correct, I have checked it.

My e-mail adress has never changed since using evernote.

My SPAM-folder contains no e-mails from evernote.

My provider does not filter e-mails (I am accessing my mails via web-browser).

I will try it again tomorrow because it is not urgent, I only wanted to make it possible for evernote to reproduce a small bug and so I had to attach a (private) file.

Marcel.

Share this post


Link to post

Just an FYI, Heather and Evernote team: Twice last week I submitted support tickets, got the on-screen confirmation ("Thank you. Your ticket has been submitted."), and didn't get the email confirmation. So I went back in my browser and simply re-submitted. The first time, I got two confirmations in short order after submitting the ticket the second time, meaning the first email was just delayed. (Since the tickets had different numbers but were the same issue, I emailed to cancel one of them. The ticket proceeded fine from there, though my first response was 40 hours later, not under 24.) The second time that the confirmation email didn't appear, however, since I was expecting a delayed email, I kept the browser tab open for a couple hours. When the email still hadn't arrived later in the day, I re-submitted, and this time only got one confirmation, in the seconds after submitting the ticket the second time.

Since I simply went back and clicked "Submit" again, this leads me to believe that the error was not a typo in my email address on the form, your email reply going into my spam folder, or your email reply being blacklisted by my IP. Not sure what it was, though.

Share this post


Link to post

I've probably submitted at least seven support tickets over the years. That includes at least two "test" ones I submitted when someone was posting that it wasn't working.

Five real tickets over a few years? How is your Evernote that good? I've had that many problems (and filed that many tickets) in the last month. Maybe I should go back to Windows? :(

Share this post


Link to post

Five real tickets over a few years? How is your Evernote that good? I've had that many problems (and filed that many tickets) in the last month.

It would appear the more appropriate question would be what do you do to yours to have to file that many support tickets...???

Share this post


Link to post

See the recent Mac beta threads. I'm not the only one experiencing these problems. Thanks for the support, though.

  • Like 1

Share this post


Link to post

See the recent Mac beta threads. I'm not the only one experiencing these problems. Thanks for the support, though.

You're welcome.

Share this post


Link to post
Guest mrossk

Now 24 hours after opening the ticket I got an answer from the evernote team. So the ticket has arrived to evernote but only the automatic e-mail confirmation has not worked. The last time when I opened a ticket (a few months ago) I have also got no automatic confirmation and never got an answer from evernote.

Because of this, I assumed this time that my ticket has not arrived at evernote again.

Maybe currently only the ticket-confirmation-system is not working as it should?

My ticket is solved now. Thanks.

Marcel.

Share this post


Link to post

I'm glad the team was able to solve your issue!

On the flipside, I'm trying to track down some issues with the vendor who provides the tool we use to provide our Support. Please do let us know if you see any problems, however small, as I'll need to start an investigation.

In your case, not receiving the auto-email, but receiving the actual reply shows that it's definitely a system issue.

In other cases, receiving the auto-email but not receiving the actual reply also likely shows a system issue.

Share this post


Link to post

I've tried and tried to get support to actually respond. Sadly evernote seems to have 0 support for new users.

Several weeks after I created my account, and several attempts to contact support I am still unable to use my evernote account. Maybe the product should be called nevernote?

Support has told me that I need to reinstall the evernote client on my iphone. I actually had already tried it, it didn't work. Tonight I got a response back from Liz at evernote support saying the following:

We apologize for the inconvenience, the log indicates there is an issue with your user ID.

We require to reinstall your app via iTunes as instructed previously.

That would not explain why the Mac app, chrome plugin and web interface all do not work with my account, and it its wording the comment actually contradicts itself - is the problem with my user ID or with the application install???

It would also not explain why I was able to login to another person's account on the same iPhone device. After receiving the email tonight I received a bounce on my reply which seems to be saying my issue was closed. Tried the web UI and guess what - Still doesn't work.

Evernote, honestly you have the some of the worst support I've seen in a while, and honestly you should consider your options for support for new customers who are trying out the service otherwise you aren't going to get anyone to sign up for a paid service.

Share this post


Link to post

As should be expected with a company that is growing as quickly as Evernote is, support can occasionally be difficult.

Stick your ticket number up here and I'll see if I can get an Evernote employee to take a look.

Share this post


Link to post

I have reviewed your ticket and I have assigned it to our level 2 team for further investigation. Due to getting no response from you since Apr 24 the ticket was automatically closed, I have since reopened it and escalated the case for you.

Share this post


Link to post

I actually responded by uploading the logs as requested and sent an email as well.

Perhaps there is some sort of issue with email replies to your support being filtered?

Share this post


Link to post

I reset my HTC EVO 4G due to it locking up and re-installed Evernote. Now ALL of my notes (approx between 20 or 30) have totally disappeared both on the phone and on Windows. I have been adding this VERY IMPORTANT info for quite some time now have depended on android Evernote (and the alleged Windows backup) to guide me through many personal and business projects.

Suddenly, it is all gone. And here is the best part...I have tried repeatedly to contact Evernote on this and have been TOTALLY IGNORED! Beware...the product and the company are not what they claim to be. They have wasted a ton of my time and efforts with their so-called promises of "security", "quality" and "professional concern for their customers".

BEWARE, THERE IS NO SUPPORT NOR CONCERN FOR THEIR CUSTOMERS!

Share this post


Link to post

That's weird. I have 10,000 or more notes collected over a 2 year period. I have and use daily Evernote on my iphone, ipad, mac at home, and Windows at work. I have never lost a note, and the 2 or 3 times I have contacted customer support, they have responded immediately.

I'm not doubting you have had a problem, it's just weird how your user experience is so different from mine.

Share this post


Link to post

So you filed a support request from this page:https://evernote.com/contact/support/, right? And you didn't get contacted? They should have emailed you, for starters' have you checked your spam filter, in case their email to you was mistaken as spam? Could you have given them the wrong email address? Are you a premium user? They get priority, but you should still have received a confirmation email.

Have you checked your notes on the web client? That accesses the Evernote cloud directly, and should show you whether the notes exist or not.

  • Like 1

Share this post


Link to post

GuyF: Sorry about your problem and the disappointing support response. What Jeff said is right: If you never got a confirmation email, somehow your support ticket was never received. So if you didn't get the confirmation email, file another support ticket. Every ticket gets a response. In my experience, this is false:

BEWARE, THERE IS NO SUPPORT NOR CONCERN FOR THEIR CUSTOMERS!

Evernote support is not always what I wish it were, but I think your warning is hyperbolic.

Share this post


Link to post

I received an automatic response email, so I know that they did receive it. But I have also responded to that multiple times and still have received nothing but that first auto-response. I have tried other venues in support and still nothing. I am glad to hear that the folks that replied here at the forum have not had the problem that I had. But it definitely happened to me.

Does anyone know where the actual note data itself is stored on an android phone? If it is on the SD card I might be able to recover it, unless Evernote re-writes it when you reinstall the software.

Share this post


Link to post

Free users are responded to in the order they are received, as it says in the auto-confirmation. Your ticket is still in our "New" Queue.

Should you like to receive faster support, you can upgrade to Premium, which also gives you access to Chat. At that point you will also have access to the Note History feature. However, if you had never synced your notes to our server from your device, then they would not exist online.

Had you accessed the notes from a desktop at any point in time, or only ever from your phone?

  • Like 1

Share this post


Link to post

I received an automatic response email, so I know that they did receive it. But I have also responded to that multiple times and still have received nothing but that first auto-response. I have tried other venues in support and still nothing. I am glad to hear that the folks that replied here at the forum have not had the problem that I had. But it definitely happened to me.

Does anyone know where the actual note data itself is stored on an android phone? If it is on the SD card I might be able to recover it, unless Evernote re-writes it when you reinstall the software.

Looking at your ticket, we're pretty sure you're accessing Evernote from a different (second, owned by you) account on your Android phone. You'll need to log out on your Android and login with your other username/password tied to the Bellsouth email. All of your note activity is in there. Will also follow up with the ticket.

  • Like 2

Share this post


Link to post

I'm using a Chrome browser (version 19.0.1084.46) and when I try to get to Help from Evernote I get the following error message:

This webpage has a redirect loop

The webpage at http://evernote.com/contact/support/ has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer.

Here are some suggestions:

Reload this webpage later.

Learn more about this problem.

Error 310 (net::ERR_TOO_MANY_REDIRECTS): There were too many redirects.

I cleared all the evernote cookies but to no avail. I had to use IE (ugh) to get to the support forums. Anyone have any idea.

I can get to my Evernote account and notes with no problem, it is just getting to "Help" that is blocked.

Thanks

Share this post


Link to post

I'm sure Evernote appreciates the feedback and will use it constructively.

On the other hand, here is another anecdotal comment on a request I submitted this morning.

10:36am - I submitted a Support Request

10:37am - I received a computer confirmation email with the ticket # 16051-111351

11:34am - Less than 1 hour later, I received the answer with the correct procedure to fix the problem.(which I had caused)

.

Share this post


Link to post

which is why I suggested that Evernote provide a feedback mechanism so that they can truly ascertain the level of satisfaction their support provides, by gathering a large sample size of customer feedback. The fact that they don't provide that now clearly indicates that they are "flying blind".

But actually they do have a feedback mechanism.

The Support Request process has an option for Customer Service Complaint, an another option for Feedback, and an option for Feature Request. Plus there is a text entry field for up to 64,000 characters. If that is not enough, they also accept attachments.

See my screen capture below.

post-53124-0-06367700-1339721881_thumb.p

Share this post


Link to post

Sorry your experience was poor grant, mine has typically been much better. My support tickets are usually answered within a couple hours as long as it is during normal business hours.

Share this post


Link to post

Grant, I've pulled up your requests, and I do see that on ticket 16051-109868 two agents appeared to have grabbed it at the same time which caused two answers to be sent out around the same time.

For the most part, though, there does appear to be a coherent stream of operations on your cases, and even escalation from Tier 1 to Tier 2 when warranted on the requests you've filed.

We have a Tiered Support system. Our Level 1 Team (who also handles Chat), are specifically trained to handle the basic troubleshooting steps that fix 90% of cases as well as gather all the information needed for those 10% that need to be escalated. They don't use scripts, actually - but they do have an internal knowledgebase of answers to pull from, as it would take a long time to re-type every answer all day. Each case is slightly different, and needs to be approached in a different way. We keep a "quiet" office (and we're not all in the same location), so we communicate with each other via group messaging.

As we are a global company, we have customers sending in support cases 24 hours a day. By allowing any agent to reply (and we can see the full history of every case, and we do read it before responding), cases are answered faster than if we had one dedicated person. Once your ticket is escalated to our Tier 2 team, you'll find that your wait will be longer for a reply as there are fewer people on that team, and your case may even be assigned to a specific person. You may be in California but the specialist needed for your particular case is located in our Moscow office, so it could stretch out for days due to the time difference on replies.

Unfortunately, at this time, due to cost and security considerations we are unable to provide phone, instant message, or remote desktop support at Evernote, even for our Premium members. We may at some point decide to offer a different type of account that includes phone support of some sort, but we still would be unable to troubleshoot the truly technical items.

And, as it has been said above, we do indeed have a survey (sends when your support request has been closed out) and a Feedback/Complaint option. All three of these go to the departmental management (Myself, Phil Dean and Leon Wilde). Submissions receive replies, and we also use these in reporting trends.

All that said, there are times when an agent simply doesn't understand the issue, or misread it. It does happen, and I'm sorry it's happened to you. We do quality checks frequently but even I've been known to give out the wrong answer now and again (and I wrote the answers.)

However, if you find a case is going nowhere fast, file a new "Complaint" request with the ticket number and that's the quickest way to get one of the three of our attention. And we really do appreciate the feedback. It's users that have gotten us to where we are, and we do appreciate your input.

  • Like 4

Share this post


Link to post

The defensive nature of your reply is a disappointment and further supports my concerns about the leadership and culture in the support team. I don't expect that you will agree with any or all of my feedback. That is your prerogative. You can choose to act on it or ignore it. However, to reply in the manner in which you have is wrong on many levels including:

I did not detect a defensive tone/nature in Heather's reply.

1. I don't believe I gave you permission to be airing specifics of my support cases in this forum. I consider that to be breach of confidence.

IOW, it's ok for you to air your side publicly, but EN is not allowed to present their side? Nice.

Share this post


Link to post

I apologize for any perceived breach of confidence you have. Ticket numbers are not identifying information, and are not connected in any way to your Evernote account or data.

Additionally, I did not post any specifics of the reasons for your contacting support, or any of your comments, merely the actions of my team within.

I admit that it is very hard to convey tone via messaging, but as you initially "liked" my post (apparently redacted), you may have felt that there was no offense given (of course, you could have hit the button by accident.)

post-48156-0-27304700-1339780774_thumb.p

Share this post


Link to post

If you are going to refer to my support cases then you should be accurate and thorough. You have selectively only acknowledged the latest issue I have had and ignored the others as if they have not occurred - no mention of my recent data loss (caused by a bug in Evernote shared notebook syncing) and me having to revert to a restoration of a personal backup because Evernote support had gone MIA when I needed them the most, no mention of the multiple times I have had to repeat information already provided - sorry but, contrary to your view, support do not read the correspondence thoroughly and frankly with so many people with their "fingers in the pie" it is no wonder they can't keep up with the communications. I have refrained from copying and pasting the contents of the relevant support correspondence in the interests of not identifying specific support personnel but I am pretty certain if I did my original points would be fully substantiated for all to see. I don't believe forums are the place to be dealing with specific people performance issues. I posted to the forum today because previous feedback via the support request form has resulted in nothing more than an scripted thank you reply without any specific response to the questions raised. It is unfortunate that the only way to get a response from Evernote appears to be by putting feedback into the public domain of a forum. Another useful insight into the support culture at Evernote.

Can you share the interactions that you're pretty certain will show your original points to be fully substantiated? It seems Evernote has no problem with you sharing their support responses, and even if you'd like to shield individuals, you can share a lot of interesting information while taking out names. As a user who has had some frustrating customer support experiences, I'm very interested to see the conversations that have given you the impression you have.

Share this post


Link to post

We actually have plenty of people contacting us via the methods we've already given, Surveys, Customer Service Complaint, and Feedback, to let us know how we're doing, as well as here on the forums, Twitter and Facebook (and regular mail as well). Everyone gets a response, in the most expedient manner we could devise (as I explained in detail above).

The majority of users contacting support are actually happy with our system, but there are a few who are under-served by it - you're apparently one of them, and for that I apologize.

As I mentioned above, we're not adding phone support/skype at the current price point at the present time, which appears to be a major sticking point for you.

We're a growing company, and somewhat new, so you may not be aware that we're known for being very transparent in how we do things. It's something we're known for, and why we have such loyal users. I understand that there are people out there who don't care "how" things are done and simply want "the thing", but for us, it's all part of the package. We're not giving excuses, we're not trying to explain away things, we're just being Evernote.

  • Like 1

Share this post


Link to post

Grant,

The EN help folks are polite beyond reason. I appreciate their work and am grateful that I don't have to call on it very often.

I"ve been an EN user for 13,000+ notes, since the tape days. In general I"m beyond happy with the product. I've looked at and tried a lot of alternatives and haven't found anything better (although I will look at 37 whatever as well).

If at any time I had been as unhappy with EN as you seem to be I'd have gone on to something else. Why don't you do that?

  • Like 1

Share this post


Link to post

Can you share the interactions that you're pretty certain will show your original points to be fully substantiated? It seems Evernote has no problem with you sharing their support responses, and even if you'd like to shield individuals, you can share a lot of interesting information while taking out names. As a user who has had some frustrating customer support experiences, I'm very interested to see the conversations that have given you the impression you have.

The specifics are irrelevant as the points are covered by the generalised comments I have made. I would suggest that if any of those resonate with you then you might want to lend some support to them from your own experience. Evernote will have the details of your support cases on file to be able to substantiate your concerns (irrespective of what they might be willing to acknowledge in a public forum).

I don't know how many people have had poor support from Evernote but if there are lots then now is the time for them to raise their "voices".

I raised my voice when I had a problem—by sharing the details of my complaints on this forum. I can't stand with you, though, when you say the specifics are irrelevant. I'm very interested in them, and I can't understand why, when you're so confident we'll see your side in this affair, you refuse to share the details, as I did.

Share this post


Link to post

You're right that "we are not alone in our frustrations with the lack of thoroughness of support in reading support correspondence." But it seems like you find unacceptable things which I find inconvenient. For $45 a year, I'm not sure how I could ever justify saying "I am a customer and I don't care how hard it is for you, I just want a good customer service experience." I understand that my $45 fund a lot of different things, and though there are a number of facts about the Evernote product and my Evernote experience I wish were better in my eyes, the company wouldn't last long if it were obligated to give me everything I asked for—in exchange for $45 a year.

I also wouldn't write "I have refrained from copying and pasting the contents of the relevant support correspondence in the interests of not identifying specific support personnel but I am pretty certain if I did my original points would be fully substantiated for all to see" if I weren't willing to back that up with anything at all when asked about it.

Anyway, now you know you can PM Heather, rather than posting publicly, when you're really mostly interested in reaching Evernote staff (other than those who answer support tickets).

  • Like 1

Share this post


Link to post

I have the following issue: "Copy Selection" function which doesn't work properly on my Mountain Lion. In Windows after pressing the shortcut there was a notification in the right bottom corner "Pasted to Evernote" and I peacefully continued working in safari or whatever program I was working in. Now on my Mac instead of this, new note comes out with a text previously copied to buffer. Means instead of clipping selection, EN clips whatever was in my buffer, or, if the buffer was empty, it creates an empty note and pulls it up so that i have to switch back to the application i was working in.

It was impossible to explain the issue to the support through emails, so i decided to use live chat. I spent 30 minutes trying to explain whats the problem, yet she didnt understand and opened a ticket for me. And despite everything was clearly explained in the live chat conversation, the support's reply was: "Can you provide us with a screenshot of the issue." screenshot of what? of the feature that doesn't work? did you even read the conversation?

here is the chat (yet maybe someone will be able to help)

Email address: xxxxxxxxxxxxxxxxxxxxxxx

Department: Evernote - Mac

Subject: "Copy Selection" function which doesn't work properly on my Mountain Lion. In Windows after pressing the shortcut there was a notification in the right bottom corner "Pasted to Evernote" and I peacefully continued working in safari or whatever program I was working in. Now on my Mac instead of this, new note comes out with a text previously copied to buffer. Means instead of clipping selection, EN clips whatever was in my buffer, or, if the buffer was empty, it creates an empty note and pulls it up so that i have to switch back to the application i was working in.

Template Group: Default

[10:15:32 AM]Virginia M.: Welcome to Chat with Evernote. You are speaking with Virginia. I will be happy to assist you today.

[10:16:08 AM]Virginia M.: Are you trying to use our web clipper?

[10:17:32 AM]Nik: no

[10:17:45 AM]Nik: its not just about clipper

[10:18:44 AM]Nik: the feature which worked perfectly in windows by 1 shortcut doesnt work on mac (for me?)

[10:19:03 AM]Virginia M.: i'm a little confused about the question, what is the exact issue you are coming across when you use the copy selection

[10:19:20 AM]Virginia M.: so it is working in windows and not on a mac

[10:19:24 AM]Nik: yes

[10:20:13 AM]Nik: in windows i select text, press a shortcut - and its pasted to EN

[10:20:28 AM]Virginia M.: what is the shortcut?

[10:20:36 AM]Nik: Win+A

[10:20:46 AM]Nik: its a custom shortcut

[10:20:55 AM]Nik: "paste to EN"

[10:21:04 AM]Virginia M.:https://support.ever...ID=24206<br />[10:21:15 AM]Virginia M.: have you created a custom shortcut for mac?

[10:21:52 AM]Nik: yes

[10:22:14 AM]Nik: paste to EN

[10:22:47 AM]Nik: but instead of pasting what i selected it pastes what was in buffer

[10:23:14 AM]Virginia M.: Ok. I'm going to open you up a support ticket for this issue.

[10:23:21 AM]Virginia M.: Let me get your username and email address

[10:23:30 AM]Nik: they didnt help

[10:23:33 AM]Nik: i tryed

[10:23:45 AM]Nik: they didnt understand what i mean

[10:23:53 AM]Nik: so i decided to try chat

[10:24:10 AM]Nik: did u use EN on windows?

[10:24:42 AM]Virginia M.: What steps have they requested to fix this issue?

[10:25:06 AM]Nik: nothing. when u use this shortcut u have a notification: "pasted to Evernote"

[10:25:32 AM]Nik: on mac it switches to EN from an app where i was

[10:25:37 AM]Nik: its irritating

[10:26:17 AM]Nik: although "save selection" from right mouse menu works normally

[10:26:42 AM]Virginia M.: what is your paste to evernote for mac?

[10:27:14 AM]Nik: ctrl+shift+x

[10:27:22 AM]Virginia M.: currently i have command v

[10:27:41 AM]Nik: meaning?

[10:28:51 AM]Virginia M.: what did you change the short cut to?

[10:29:04 AM]Nik: ctrl+shift+x

[10:31:05 AM]Virginia M.: try changing it back to shift command v and seeing if that works

[10:31:50 AM]Nik: same

[10:31:58 AM]Nik: switches to EN

[10:32:06 AM]Nik: from safari

[10:32:25 AM]Nik: how should it work?

[10:32:29 AM]Nik: on mac

[10:33:16 AM]Virginia M.: ohh you changed this on your computer and it pulls up Evernote?

[10:33:33 AM]Nik: nono

[10:34:38 AM]Nik: i mean whenever i use this shortcut in safari it switches the display to EN instead of a quite notification "pasted" like it is on windows

[10:35:38 AM]Virginia M.: i'm not sure what you mea by quite notification paste...

[10:35:42 AM]Virginia M.: *mean

[10:36:16 AM]Nik: In Windows after pressing the shortcut there was a notification in the right bottom corner "Pasted to Evernote".

[10:36:31 AM]Nik: and i kept on working in safari

[10:36:41 AM]Nik: now it switches to EN

[10:37:10 AM]Nik: and i have to switch back to safari

[10:37:25 AM]Nik: dont u understand?

[10:38:19 AM]Virginia M.: So when you paste to Evernote... it pulls up evernote and you dont want that?

[10:38:27 AM]Nik: НУВЫ

[10:38:31 AM]Nik: YES

[10:38:44 AM]Nik: exactly

[10:42:57 AM]Virginia M.: I'm not sure how you created that shortcut without using the Web Clipper

[10:43:11 AM]Virginia M.: Let me create you a support ticket for someone to take a look at...

[10:43:24 AM]Virginia M.: They might be able to understand the issue more so with the Chat Log as a guide

[10:43:40 AM]Nik: ok..

[10:43:40 AM]Nik:

[10:44:03 AM]Nik: i created the shortcut in EN

[10:44:08 AM]Virginia M.: what is your username and email address?

[10:44:20 AM]Nik: yes

[10:44:24 AM]Nik: oh

[10:44:34 AM]Nik: xxxxxxxxxxxx

[10:44:41 AM]Nik: xxxxxxxxxxxxxxxxx

[10:45:37 AM]Nik: im very disappointed in the live chat feature

Edited by heather
removed personal information

Share this post


Link to post

I'm sorry that you're having issues with our tech support and our chat. I believe our technicians have been running into the problem where you're reporting a bug where there is not one, and they've been trying to discern where the product is malfunctioning.

You're running into a fundamental difference between the way our "native" Windows and Mac clipping works.

On Windows, there is "Paste to Evernote" (Ctrl+Alt+V by default) which pastes whatever is currently highlighted, and gives you the nice "Clipped to Evernote" notification.

On Mac, the "Paste to Evernote" hotkey (⌘+⌃+V by default) will paste whatever is currently in your Clipboard. For that reason, you need to first *copy* something to your clipboard. It is a two-step process. You can find more information here:

https://support.ever...questionID=1443

  • Like 1

Share this post


Link to post

I'm sorry the search didn't work properly on our Knowledgebase when you were filing your initial ticket. Can you let me know what search terms you entered so I can help make that article more prominent? It does come up for me with "Paste to Evernote"...

Share this post


Link to post

Corresponding with Evernote support about an IOS issue, they ask me to send an activity log to us-support.evernote.com.

The '-' character is not available on an IOS keyboard when entering email addresses.

Top that.

Skkippy

Share this post


Link to post

Corresponding with Evernote support about an IOS issue, they ask me to send an activity log to us-support.evernote.com.

The '-' character is not available on an IOS keyboard when entering email addresses.

Top that.

Skkippy

iPad only.

Two over to the right of the space bar, on the alpha keyboard.

  • Like 1

Share this post


Link to post

Another win for BurgersNFries' Free Irony Removal and Information Service... :)

Share this post


Link to post

Another win for BurgersNFries' Free Irony Removal and Information Service... :)

:lol:

It's not that I always know these things. Gotta give credit to Google/internet/those-who-had-the-problem-before-me. :P

Share this post


Link to post

Does anyone know how to contact Evernote billing department, or if they have a department for non-technical complaints?

I just paid a yearly subscription for premium, and since the latest versions have made Evernote all but useless for me, I wanted to ask about a refund (they state in a FAQ answer that they will try to give me a refund if I'm not fully satisfied).

I can only find a way to communicate with technical support, and I've made several support tickets (no answers at all yet...).

Any tips appreciated.

Share this post


Link to post

Open a support ticket. Link is in my sig. Premium users get a reply within one BUSINESS day, California time. If your tickets were not replied to in that time frame, please post the ticket numbers in this thread. Also be sure to check the spam folder for the email address your account is linked to. More often than not, when a premium user says they did not receive a reply within one business day, it's b/c they didn't check the correct email or it went to the junk folder. OR...they didn't receive an automated reply with a ticket number, which means it never got submitted.

Share this post


Link to post

Thanks, will try the tips after the holidays.

@burgersnfries: I have premium subscription and I've had to wait more than one business day (Calif. time) almost every time for a reply. I've not complained about it since the answers I've gotten have been good (nice support). This time, I have 3 reports that haven't been answered, but I'm thinking they have lots to do around holidays so I'm happy to wait.

Happy holidays!

Share this post


Link to post

@burgersnfries: I have premium subscription and I've had to wait more than one business day (Calif. time) almost every time for a reply. I've not complained about it since the answers I've gotten have been good (nice support). This time, I have 3 reports that haven't been answered, but I'm thinking they have lots to do around holidays so I'm happy to wait.

Share this post


Link to post

I see that you have been getting replies to your tickets opened 12/22 all week (we're not open on the weekend), including yesterday and today. Keep in mind that we're located in California, so there may be a lag in the time you receive our emails from the time you reply.

Also, I see that you were still using version iOS 5.1.1 from your last log, while we released version 5.1.2 over the weekend to correct the crash you're reporting. Our team was attempting to get you to install it but I don't see that you reported doing so. We'll of course give you the refund you requested, but they always want to try getting you to a working condition first.

  • Like 1

Share this post


Link to post

I see that you have been getting replies to your tickets opened 12/22 all week (we're not open on the weekend), including yesterday and today. Keep in mind that we're located in California, so there may be a lag in the time you receive our emails from the time you reply.

Also, I see that you were still using version iOS 5.1.1 from your last log, while we released version 5.1.2 over the weekend to correct the crash you're reporting. Our team was attempting to get you to install it but I don't see that you reported doing so. We'll of course give you the refund you requested, but they always want to try getting you to a working condition first.

@heather, I think you are a bit confused.

Your team has never been "attempting to get me to install" Evernote 5.1.2. They recommended an uninstall/reinstall, in which they advised me to do a number of steps inside Evernote -- even though I had stated very clearly that it crashed from start and that I cannot do anything with it! So, even though this advice was really silly and showed that they hadn't even read my problem report, I did answer that I had already tried the reinstall.

Also, I've been running Evernote 5.1.2 since right after it was released, on 4 different iDevices (two of which are connected to the Evernote account that I use for these reports). And I've ben synchronizing using that version many times. So, if you see me using Evernote 5.1.1 in my "last log", you either have a problem with your logs or your looking in the wrong place.

You are not confusing iOS version 5.1.1 with Evernote version are you? My problem with a crashing Evernote on iPhone only happens on iOS version 5.1.1 (that is: the operating system version, which is not the same as your product version). The crash still happens with Evernote 5.1.2, and it still happens after a complete uninstall/reinstall. By the way, on the iPhone I have attached to this account (mogf01), I have now upgraded iOS version to 6.0.1, and this resolves the crash. However, another iPhone (using Evernote with another account) still has the crash problem with Evernote version 5.1.2.

The next advice I got from your team was even more irritating. Again, they showed that they had not even read my problem report, by suggesting again that I should perform a number of steps from within a running Evernote. And I should do this on a machine from which I cannot even start Evernote!?!?

Anyway, I have no idea what you got your ideas about what your support team has been doing and what I have done or not done. You have clearly not read either their advice to me, nor my replies where I've stated that I've done what they asked for and it still crashes. I've saved the mail conversations, and can send them to you if you like?

@BurgersNFries, why you "liked" heather's post is not something I understand. I personally found it a bit insulting, as it insinuated that I hadn't followed the advice from the Evernote support team. When the truth is that the support team has been handling this case very badly, and shown that they hadn't read (or cared about) my problem description. Repeatedly advising me to use Evernote to do things, on a device where I cannot even start Evernote!? That is not good.

I will pursue getting my refund, as I'm moving away from Evernote due to the serious problems with version 5. I will still keep a version in my devices, monitoring development and see if it improves. (I still hope that Evernote will throw away version 5 and restart from previous version which I liked, but I haven't got time to wait).

Share this post


Link to post

@BurgersNFries, why you "liked" heather's post is not something I understand. I personally found it a bit insulting, as it insinuated that I hadn't followed the advice from the Evernote support team. When the truth is that the support team has been handling this case very badly, and shown that they hadn't read (or cared about) my problem description. Repeatedly advising me to use Evernote to do things, on a device where I cannot even start Evernote!? That is not good.

Well, Heather is usually pretty on top of things. I 'liked' her post b/c she's responding & responding clearly. (As opposed to a generic "we replied to your support ticket") What's not to like about that? You've made a public claim here:

I can only find a way to communicate with technical support, and I've made several support tickets (no answers at all yet...).

Any tips appreciated.

@burgersnfries: I have premium subscription and I've had to wait more than one business day (Calif. time) almost every time for a reply. I've not complained about it since the answers I've gotten have been good (nice support). This time, I have 3 reports that haven't been answered, but I'm thinking they have lots to do around holidays so I'm happy to wait.

You've been asked to post ticket numbers so Heather can follow up on this. You've yet to do this. Which is certainly your choice. But as I said in the link I posted to, generic "I submitted a support ticket & it was never replied to" posts tend to get glossed over unless you post your ticket number. I would think you would appreciate that Heather is trying to follow up on this.

  • Like 1

Share this post


Link to post

Sorry if I wasn't clear:

*Our* version 5.1.2 was released to address crashes with iOS version 5.1.1 (iPad 1s, and other older iDevices).

The log I saw in the case I pulled showed your iOS version as 5.1.1.

If you're not experiencing the crash on your iOS 6 device, but are still on your iOS 5.1.1 device on 5.1.2, then the next step would be a factory reset of the device itself.

Share this post


Link to post

You've been asked to post ticket numbers so Heather can follow up on this. You've yet to do this. Which is certainly your choice. But as I said in the link I posted to, generic "I submitted a support ticket & it was never replied to" posts tend to get glossed over unless you post your ticket number. I would think you would appreciate that Heather is trying to follow up on this.

I don't believe that an open forum is the right place to discuss support issues. My note (in parenthesis) about not having received any replies was not meant as criticism. I thought I made that clear when I followed up and said I was in no rush and that my previous experience with Evernote support has been good (as it had, until lately).

My question was answered:; I can use tech support also for a billing type issue. Thanks for answering!

Share this post


Link to post

You've been asked to post ticket numbers so Heather can follow up on this. You've yet to do this. Which is certainly your choice. But as I said in the link I posted to, generic "I submitted a support ticket & it was never replied to" posts tend to get glossed over unless you post your ticket number. I would think you would appreciate that Heather is trying to follow up on this.

I don't believe that an open forum is the right place to discuss support issues. My note (in parenthesis) about not having received any replies was not meant as criticism. I thought I made that clear when I followed up and said I was in no rush and that my previous experience with Evernote support has been good (as it had, until lately).

My question was answered:; I can use tech support also for a billing type issue. Thanks for answering!

Support issues (that do not contain personal information) are discussed in public/open message boards a gazillion times, every single day. (Not just on this message board & not just this thread - that you started.) But let's move beyond that. You've been asked to provide support ticket numbers, which do not impart any personal information to anyone outside of the Evernote company. This information would be helpful to Evernote/Heather to find out what fell through the cracks in their support system. You continue to refuse to do that. Your claim of opening many support tickets (at least three) & not receiving replies in the specified time (as a premium user) is looking more & more untrue. Just sayin'.

Over & out.

Share this post


Link to post

Sorry if I wasn't clear:

*Our* version 5.1.2 was released to address crashes with iOS version 5.1.1 (iPad 1s, and other older iDevices).

The log I saw in the case I pulled showed your iOS version as 5.1.1.

If you're not experiencing the crash on your iOS 6 device, but are still on your iOS 5.1.1 device on 5.1.2, then the next step would be a factory reset of the device itself.

Yes, my iOS version was 5.1.1, which I specified very clearly in my problem report. I also installed Evernote 5.1.2 as soon as it was available, and I noted in the support thread that I had performed the reinstall they suggested (even though I couldn't do it the way they suggested since Evernote crashed at startup time).

Performing a factory reset of an iPhone to get one application working is not acceptable to me. I've never had to do that for any other application, on any iDevice before. I will not even try that, its just not worth it.

Share this post


Link to post

Support issues (that do not contain personal information) are discussed in public/open message boards a gazillion times, every single day. (Not just on this one.) But let's move beyond that. You've been asked to provide support ticket numbers, which do not impart any personal information to anyone outside of the Evernote company. This information would be helpful to Evernote/Heather to find out what fell through the cracks in their support system. You continue to refuse to do that. Your claim of opening many support tickets & not receiving replies in the specified time (as a premium user) is looking more & more untrue. Just sayin'.

Over & out.

Why are you so hung up about that statement? I even said I didn't have any problem with it, that I had received good answers and that I was happy to wait. In this later case, I believe that Evernote clearly answered in time. As to my previous experience, maybe its because I wasn't thinking about my time difference to California time. In any case, I'm very sorry if I made that statement in error; it wasn't what my question was about. It was simply a question about how to ask for a refund. I've now learned that I can do that via tech support. Thanks again for helping me out with this.

If you're really interested in any potential cracks in their support system, perhaps it is more interesting when tech support advices me to perform steps in Evernote that I can obviously not do, since Evernote crashes each time at startup? Or when an Evernote representative (Heather) implies that I've not followed the advice (however poor) from tech support when that is clearly wrong?

Share this post


Link to post

I m sorry, but I did look at the *open* case, and I saw you write that you were unable to complete the step the tech gave you. I didn't see you clearly confirm to them that while you couldn't follow their instructions, you did this in an alternate form, which is why they continued to ask you to do it. If they saw the clear confirmation and that it wasn't fixed, they would have escalated the case.

I'm truly sorry that there was a misunderstanding between yourself and my team about your situation.

We have a Tiered support system (as do basically company over a certain size on the planet.)

 

Our guys don't follow a script, but they do have certain procedures they need to follow.

 

When you contact Support initially (for an issue with a client), via chat or email, you reach Level 1.

 

They handle tons of requests, all of them different, and they have no way to know what your particular request *is* unless they see your log. That's why they ask for the log *first*, and they *suggest* that uninstalling/reinstalling may correct the problem (because in the majority of cases, it will), but until they have a log (which cannot be posted to our forums, because it contains private data), they can't troubleshoot.

 

They will perform some initial steps that are designed to gather any logs (first), reboot your device, and get a clean install of the software on your device, and to move your software to the latest version

(beta, if available). For most people, in all seriousness, *just this* is enough to fix your problem. And not just with Evernote - There's a great article on CNET about just this.

Once they've got this stuff gathered, if you're still having problems, they will escalate your case. If you demand to escalate your case before they have all this, they'll do it for you, but you will *still* need to go through all this.

 

If you choose, for your own personal reasons, to not contact them, you'll never be able to get a resolution. If you happen to have something else wrong that needs to be actually seen by our engineering team, and do not go through our official support channels, we'll never see it. Unfortunately, we have no way to make our products the best they can be without our users going through our support procedures. 

 

I do hope this explains things a bit.

  • Like 1

Share this post


Link to post

@heather, Thanks for a very good explanation. I do appreciate the setup you have for support, and my previous experiences with Evernote tech support has always been good (as I posted earlier in this thread). One suggestion: it would be great to add your nice explanation to the message level 1 sends. Had they just said _what_ they wanted, instead of telling me how to do it, our conversation would have been much more clear. In any case, I will leave Evernote at this time but will keep it installed and see if it improves. Leaving has nothing to do with my not so good experience this time with support, it is solely due to version 5 being very wrong for me.

Best of luck, and a Happy New Year!

Share this post


Link to post

Hello

Can anyone tell me how to contact evernote support and get a response?

I should have a premium membership but my account shows as a free account even though I have paid my subscription. I can't get in touch with tech support because they give premium accounts a priority and the chat facility is only available to premium users, because my account shows as a free account I can't get priority support. If I go to my account it does say I am a premium user but still I have only the minimal upload and the annoying ads on my evernote client. I can't use offline notebooks on my android or my iphone.

I have submitted a ticket but no response from tech support, I guess it is because free accounts get put to the bottom of the queue.

post-88395-0-09062200-1358850994_thumb.p

post-88395-0-30717100-1358851011_thumb.p

post-88395-0-84609000-1358851011_thumb.p

post-88395-0-99740500-1358851012_thumb.p

Share this post


Link to post

Flagged this for review by a higher power.

  • Like 1

Share this post


Link to post

Looks like this was routed appropriately and is getting worked on. Thanks for providing the previously requested info in-ticket.

  • Like 1

Share this post


Link to post

I had a reply to my support request asking for my log in name, since then nothing and still my account is showing as a free account. Does appear to be taking a long time to get "worked on".

Share this post


Link to post

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

×
×
  • Create New...