mastersj 3 Posted January 15, 2014 Share Posted January 15, 2014 Hi all, hoping someone can help me out. I'm a premium subscriber and I logged a CS ticket 3 days ago and I've not heard anything back other than the default automated response. I've tried the chat window and thats also closed despite it being within support hours. - Is there some major support issue going on at the moment? Basically, I'm having issues with evernote not putting my PDF files through OCR. This didn't used to be a problem, but anything I've uploaded this year in PDF format is not being indexed. Same issues apparent on iOS apps, OSX app and web. Regards John Link to comment
Level 5* gazumped 11,666 Posted January 15, 2014 Level 5* Share Posted January 15, 2014 Hi - if you're posting that now, it's about 5am where Evernote is. Try a bit later for a response. Not heard of any other PDFs going un OCR'd - has your account status change? Are these big PDFs? Produced from different software? Link to comment
mastersj 3 Posted January 15, 2014 Author Share Posted January 15, 2014 Hi gazumped.. I've had a response now from support! Thanks for taking the time to read this post though. As a side note, support page lists its hours as 4am - 6pm Pacific time. Link to comment
Level 5* gazumped 11,666 Posted January 15, 2014 Level 5* Share Posted January 15, 2014 Wow - I've stayed up that late, but I wouldn't like to have to be up and at work by 0400..! Link to comment
Level 5* jefito 5,589 Posted January 15, 2014 Level 5* Share Posted January 15, 2014 Info for support tickets is here: http://discussion.evernote.com/topic/51807-best-practices-submitting-a-support-ticket/ Link to comment
DenPuzzled 0 Posted January 23, 2014 Share Posted January 23, 2014 You know they should consider having support people in US as well. Perhaps US is their biggest market. Link to comment
BurgersNFries 2,407 Posted January 23, 2014 Share Posted January 23, 2014 You know they should consider having support people in US as well. Perhaps US is their biggest market. They do. Link to comment
DenPuzzled 0 Posted January 23, 2014 Share Posted January 23, 2014 Why does it take so long to get a response on an issue. I really do not like to here put your reply in the e-mail again when I already have provided the information Link to comment
BurgersNFries 2,407 Posted January 23, 2014 Share Posted January 23, 2014 Why does it take so long to get a response on an issue. I really do not like to here put your reply in the e-mail again when I already have provided the information Please see my sig for response times. With 80+ million users, I'd guess they probably have a lot of support tickets. So if you're expecting an immediate response, that would be unreasonable. Also, premium users can use the chat, during standard business hours (California time). Link to comment
BurgersNFries 2,407 Posted January 23, 2014 Share Posted January 23, 2014 Hi gazumped.. I've had a response now from support! Thanks for taking the time to read this post though. As a side note, support page lists its hours as 4am - 6pm Pacific time. That's actually chat, which is a premium account feature. Wow - I've stayed up that late, but I wouldn't like to have to be up and at work by 0400..! I'm wondering if the early morning chat folks may be working from home...? Link to comment
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