Agilebits Support Response Times

chrishawkins

Hi,



I emailed Agilebits on 13 December 2012 requesting an upgrade for 1P for iOS (which I had purchased only a few days previously). I emailed their dedicated address for this - GiveMe1Password4Please@agilebits.com.



A week later I followed up with another email to the standard support@agilebits.com email address.



Nearly ONE MONTH on I have still had no response of any kind (yes, I check spam and junk on a daily basis <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/skype_smile.png' class='bbc_emoticon' alt=':-)' />) This seems excessive even for a busy company combined with the festive season.



I'm new to Agilebits and this Forum. Is this normal or am I being unreasonable?



Regards



Chris

thightower

Hey,



Chris I dont have access to the email system but I can tell you that due to the release of 1Password 4 iOS, support times have grown considerable.



Also the second email you sent in effect bumped your request to the back of the que.



Ill try and ping an admin and get him to follow up with you. Since I don't know there respective days off duty its possible it could still be a day or so.



I don't have a bat phone to them or anything, like that. <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/biggrin.png' class='bbc_emoticon' alt=':D' /> Wish I did

thightower

Done !



Now we wait again sorry about that.

khad

Welcome to the forums, Chris!



I'm sorry your first post couldn't be under better circumstances. I just searched our entire email archive and we have never received an email from the address you used to sign up for the forums. (It's all I had to go on. If you used a different email address, please let me know what it was so I can search for it.) Right now, nothing in the queue is older than a few days. So even if you used a different address, you should have received a reply long, long ago.



I'll send you a PM so we can get things straightened out. I'm not sure what could have happened, but we'll make it right. <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />

chrishawkins

Hi,



Thank you for your rapid responses. Both the emails I sent were from the same address that I signed up to the forum with (c****@c*********.com). I have re-sent my original email - dated 13 Dec 2012 - to 'support@agilebits.com'. I've just tried to forward my iTunes receipt to Khad via PM, but could not work out how to attach an image (screenshot of receipt).



I'll standby and see if email No 3 hits home <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/skype_smile.png' class='bbc_emoticon' alt=':-)' />



Thanks again.



Regards



Chris

khad

I don't know how or why, but your email did not reach us this time either. I'll continue to work with you via PM, though until all is well.

chrishawkins

Since I posted this I have been treated like I was someone special. Khad has been in constant contact with me and kept me abreast of the exceptionally rapid developments. Within 24 hours my issue has been resolved and I have received my upgrade. Even more surprising was that I posted at the weekend!



I am grateful to Khad (and to T-Dog and to Stu (who I believe is UK based)) for demonstrating the best customer service I have experienced in recent memory.



Regards



Chris

khad

Thanks for updating the thread, Chris! We really appreciate your kind words. If you've the time and inclination we'd greatly appreciate a [url="https://itunes.apple.com/app/1password-password-manager/id568903335?ls=1&mt=8"]review on the App Store[/url].



Thanks again for giving us the opportunity to help. <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/biggrin.png' class='bbc_emoticon' alt=':D' />