No response from Support in 3 days

SHarrisNet

This past Sunday, I tried to upgrade from v7 to v8 on my Mac. During the process of migrating my data, the installation program notified me of an issue and instructed me to contact Support for assistance. I contacted support and received a response from Clarinda with a list of questions. Shortly thereafter, I sent back a response, but have not heard anything since.

I have sent repeated email replies to the email I received from Clarinda, as well as filed new support requests, however, I have yet to get a response, automated or human. In my last request, I even used a different email address. I've also checked my spam folder, but found nothing.

My case number is #FBW-56788-566. Can someone please help me? According to the instructions I received when the error occurred, I'm not supposed to update my data until this issue is resolved. This is now becoming impactful to me and would like to get this issue resolved so I can finish the upgrade effectively.

Thanks,
Scott

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1Password Version: 8
Extension Version: Not Provided
OS Version: macOS 12.4
Browser:_ Safari

GreyM1P

Hey there @SHarrisNet

I can see you've emailed us about this quite a few times. Each new message you add on puts you at the back of the queue, as it were, because we work from oldest to newest. I'll ask one of the team to take a look into this for you. They'll reply to you as soon as they can. :)

— Grey

BobBarker

In response to the response you received, WOW!! What a team, what an awful response!!

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alanshutko

If I understand this correctly, you are saying that if I emailed last week and email today, the email from last week loses its place in line and won't be addressed until my email from today gets to the head of the line?

VT1P

I agree. If I send an email about my problem, and my email gets in the queue at #65, then after a day I send the same email again, and it gets in the queue at #215, my #65 email should still be answered when it hits the top of the queue. Sending more duplicate emails certainly wastes reps' time to check and see if a case no. has already been addressed, but it should not send previous emails to the back of the queue.

GreyM1P

Hi all. Just wanted to address this concern with you.

Emails we receive from customers are threaded, so just like with other email platforms that support threading, like Gmail or iCloud, the date shown will be on the most recent email in that thread, and by default, we sort from oldest to newest to try to deal with our customers in the order they came to us.

We are able to look for threads that contain multiple messages from a customer in a row, but this doesn't change the date of the last sent message, so doesn't override the default sorting method.

We aim to answer everyone as soon as possible, ideally within a few days, and we are grateful for your patience in that regard.

If you have sent us an email and have waited for more than a few days without seeing a reply, please let me know the conversation number, which looks like [#ABC-12345-123], and I can look for it and see what's happened.

SHarrisNet

Thanks for your responses Grey. Part of my issue is that I received a reply from a person the first day, Sunday, and then heard nothing for a couple of days past that.

I understand how you are managing your queue. However, I would think that if an agent starts working with a customer, that further help and replies don’t get pushed to the back of the queue. Further responses should come in a timely manner. At the very least, the customer’s expectations should be set as to when to expect a reply.

By Thursday, I finally received a reply at both email addresses I used, but by that time, I had become very frustrated and decided to push ahead, disregarding the error message I received on Sunday.

Also, when I made additional support requests, I never received an automated response to acknowledge my request or even to tell me that sending additional requests moved me to the back of the line. Learning about this practice in a forum, after the fact, is not very helpful.

I’ve used 1Password for over 10 years and this is the first time I’ve ever used support. I would suggest being more transparent and communicative with your customers. It will make this process much less frustrating for everyone.

Kind Regards,
Scott

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