I've never heard that distinction before, and I will incorporate those titles in my future posts. Thank you also for helping me understand the distinction between a support team member and a developer. You are such a valuable member of the Evernote user community. I have enjoyed reading your witty forum posts for years now. Having said all that, I'd have to say my experience with Evernote has still been very good & timely.īurgerNFries, thank you for taking the time to reply to my humble forum post. But you can always reply back & remind them you've not heard from them. I'd also say from my own personal experience, if you have a problem that is escalated from support to a developer, it may be more than 24 hours before you get a response. But it doesn't mean you have a developer in your pocket. And yes, premium accounts do mean you get priority response from support. Often, there may be a particular individual who is better suited to that and/or they may need time to review the information the support desk sends them. If the support desk cannot fix your problem & they create a ticket for you, then that means there is something a developer needs to look at. That's good so that the support person isn't "wasting" their time trying to fix a problem that may have already been fixed. IE, one common procedure is having the user upgrade to the most recent version, if they are using an older version. And most support desks (not just EN) have a series of processes they have the user go through. So when you say " it's something I need to have a conversation about with someone on the support team", you did. It would be a waste of a developer to have them answer support desk questions. Well, "support" people are typically not developers. Is this even possible? I thought Premium membership included priority response from support. That wasn't very encouraging either, as I suspect an email reply will not allow me to resolve the issue it's something I need to have a conversation about with someone on the support team. I was quoted a 24 hour response time for someone to even acknowledge my trouble ticket. When I asked to escalate my request, she was unable to do that either.Īll in all a very frustrating experience. When I asked for a supervisor, I was told there was no one. I thought chat was a support option, yet the person who chatted with me could not offer assist in troubleshooting my issue. Quite disappointed that all the chat person could do is file a trouble ticket, which I could have done myself. Today was the second time I have tried chat support. Like the OP, I have been an Evernote Premium member since 2009.
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