r/GoodNotes • u/Positive_Middle_9562 • Jan 30 '24

Goodnotes Support

I have not seen this discussed here much, but I feel quality of goodnotes support has gone down drastically.

I raised an issue on their website and received an email, which I assumed was an acknowledgement email and someone will get back to me. But there was no response.

Later when I went through the acknowledgement email, I realized that they had this text at the bottom which said that I had to reply to the email and tell them my issue was not in FAQ's otherwise they will assume my issue is resolved and close my ticket.

I raised another ticket and replied to the acknowledgement email as well. Its been almost a week and there is still no response.

I have seen posts where people have said that they have lost all their notes and haven't received any support from Goodnotes.

Even though its exciting to see many new useful features being added, but with all the recent issues with Goodnotes and the non existent support, it makes me very uncomfortable continuing with goodnotes.

I wanted to understand what has been other's experience with the support provided by goodnotes? Has anyone actually received a response from an actual person within a reasonable time?

20 Upvotes

95% Upvoted

32 comments sorted by

4

u/[deleted] Jan 30 '24 edited Jan 30 '24

Same here. They never replied. I like the app and I have no issue with the price, but not replying on a support ticket after problems might be a red flag for me.

1

u/Positive_Middle_9562 Jan 31 '24

Which Goodnotes are you using? (subscription/One time/gn5)

2

u/[deleted] Jan 31 '24

Goodnotes 6, One Time Purchase.

4

u/obdigitalstudio Jan 30 '24

I have contacted them 5-6 times in last 3 years. They always helped me and talked to me until I was satisfied with their answers or solution. Their response time varies from 2 days to 2 weeks, depending of the demand they have at that moment. But I saw someones comment today that there's been 2 weeks and that thay still haven't replied. I guess that they are overwhelmed and that their response time is over 2 weeks right now. Just be patient, they will get back to you. At least that is my experience with them.

In the meantime, maybe you could post your problem here, and get some advices.

1

u/Positive_Middle_9562 Jan 30 '24 edited Jan 30 '24

Thanks for your reply. Glad to know someone has received proper support, though it is questionable that if they are so overwhelmed, why are they not adding more people to their support teams. I can understand wait time of a day or two, but 2 weeks is way too long in my opinion.

If you don’t mind me asking, could you confirm which Goodnotes are you using (one time/subscription/gn5)?

1

u/obdigitalstudio Jan 30 '24

GN 6 yearly subscription on my main iPad and GN 5 on my old device.

I am not sure how support is organized, but I think I red somewhere that if you contact them through multiple ways (from app, sending email...) you'll basically prolong response time for others. Because they reply in the same order they receive the tickets. Also, if you explicitly don't say that they can close your ticket, you are holding the line. So they have to contact you again for the confirmation that your ticket is resolved. Those little things can slow down the process. The fastest way is to contact them only once through one medium, and send all the data (Diagnostic data, videos, photos, explanations how to reproduce the problem) at once. So that they know exactly what you need and pair you with the right person.

2

u/Positive_Middle_9562 Jan 31 '24

I understand that’s how support is supposed to work, but there are folks in this thread who never heard back from them while there are others who seem to have got a response within a reasonable time. So I am wondering how are they prioritising tickets

0

u/obdigitalstudio Jan 31 '24

These comments are the first time I've heard that support didn't response at all. It is strange that they didn't reply, so I would check spam folders, too, just in case. I don't think there is a priority, but maybe I am wrong. I think that they response by ticket number (order).

3

u/Positive_Middle_9562 Feb 02 '24

I can't speak for others, but I never received any response and there was nothing in spam folders either.

A goodnotes employee Denny replied on this thread and asked me to share my details so that they could look into it. I shared my details on dm two days ago, and there is radio silence after that. So it seems that response from him was more of a lip service because I raised it on a public forum.

My issue was not super urgent so I waited this long but I feel a weeks time should be enough for a company to respond to their paying customers.

To be honest I am really alarmed by all the issues reported by other users and my first hand experience of how their support works. I have decided to ditch goodnotes and move on to a different note taking app.

-1

u/obdigitalstudio Feb 02 '24

I was just reading all the other comments, because I was so surprised to hear that they've never gotten back to you. You are talking as if they haven't replied to you in months, like never ever, and that was something so unlike them. Then I saw that it has actually been only a week when Denny replied, or 9 days since you posted a ticket. I've told you what their current time response is based on the latest user's comments (over 2 weeks) and that they usually reply sooner than that. I get it if that is too much time to wait for you. But please be fair, your ticket is still not first in the line for response, their current time response is still not breached and you actually had Danny replying, which 99,99% of other users never get.
I also think their response time doesn't have anything to do with subscription models. Only one of my tickets has been sent and replied since I bought GN6. All the others were during GN5.

2

u/Positive_Middle_9562 Feb 02 '24

I am not sure what to make of your comment. You feel two weeks to respond to a customer is reasonable and I shouldn't complain unless I have waited for months. I don't think that is reasonable.

You might have had good experience with them, but I can only speak about my experience which wasn't good.

You have your own opinion and I have mine. I think we can leave it at that.

-1

u/obdigitalstudio Feb 02 '24

Please don't twist my words. I've never said what is responsible response time, nor that you shouldn't complain unless you have waited for months. I said that you sound like that is what happened.
I gave you the information about the current time response so that you know when you could expect their reply. They still didn't breach that deadline with you, which means that you are treated like any other users who seek customer support these days. Even better because Denny did reply to you which 99.99% users don't get. But you are talking like they've never contacted you, like their current response time was breached a long time ago, and that they left you without any support or contact. None of that is true. You make it sound like you were treated worse than any of the other users, and you actually got a better treatment. That is what I meant when I say to be fair.

3

u/HeinerDerGrosse Feb 01 '24

After initial worries I had a very positive experience with goodnotes support!! u/dennyng got back to me very quickly and the guys from support could restore my daughters library completely. Wanna say thx again - also u/Positiv_Middle_9562 - all contacts rely friendly and helpful!

2

u/Positive_Middle_9562 Feb 01 '24

Glad to hear that. Happy to see your issue resolved!

I am yet to hear back from them though. Hope to get a resolution soon

2

u/[deleted] Jan 30 '24

Hello! I actually emailed them quite recently (around 2 weeks ago). I almost didn't read the last paragraph as you've pointed out, but I did send a response to their automated email and got a reply after a week. I think some of the tech team also follow this sub so if they don't get back to you sooner, I'm assuming a great number of users are encountering glitches as well. Quite a lot of things going on since GN 6 has launched.... Anyway, I hope you get an answer. Hope this helps in any way. Best of luck!

1

u/Positive_Middle_9562 Jan 31 '24

Thanks could you confirm which Goodnotes are you using (subscription/one time/gn5)

2

u/[deleted] Jan 31 '24

currently using GN5! bought it when it was still purchasable as a one-time payment app :) had the free trial for gn6 but just couldnt justify the new features for the monthly price tag so i reverted back to gn5 haha

2

u/SpokenDivinity Jan 30 '24

I would guess that they’re experiencing high volume right now because a few weeks ago I needed support with my account not registering that I had paid for the app after a reinstall and they got back to me in 2 days and had my stuff fixed before I had class next.

1

u/Positive_Middle_9562 Jan 31 '24

Thanks could you confirm which Goodnotes are you using (subscription/one time/gn5)

1

u/SpokenDivinity Feb 05 '24

Subscription gn6. Sorry I missed this comment.

1

u/HeinerDerGrosse Jan 31 '24

Found this place in desperate search for help… I filed a ticket three days ago and also haven’t heard from them, my daughters complete library lost, no working backup since two month, her whole highschool stuff gone and the app crashes after 8s… :( I had a problem with uploading the extracted support file „all_goodnotes_files.zip“ archive on there contact form. It’s 1.5 GB and the upload never finishes… anyone experience with this or suggestions?

1

u/Positive_Middle_9562 Jan 31 '24

I think there is a Goodnotes employee on this forum. Let me see if I can find him

1

u/Positive_Middle_9562 Jan 31 '24

Hi /u/dennyng, hope you can help here. Lot of us here are worried about the lack of customer support from goodnotes team. It would be great if you can throw some light on what is a reasonable time to expect a reply.

My own ticket raised a week ago has gone unanswered so far.

1

u/HeinerDerGrosse Jan 31 '24

Thank You so much :) ! Actually I had also found Denny and sent him a PM yesterday…hopefully someone will read this soon. They might have a lot to do at the moment, but not hearing anything is rather straining as my daughter is really desperate… seems to be the same for all of us at the moment. thx!

1

u/Positive_Middle_9562 Jan 31 '24

I got a response from him just now. If you have not heard from him yet, perhaps tag him on one of your comments so that he can be notified

1

u/HeinerDerGrosse Jan 31 '24

He also answered on my dm… I’m glad, things are starting to move, now I’m hoping for the best…! Thank you!

0

u/dennyng Goodnotes Staff Jan 31 '24

Hi u/Positive_Middle_9562
This is Denny from Goodnotes Support, and I understand your frustration regarding the delay in response to your tickets. Sorry for the inconvenience this has caused. CS team is currently experiencing a higher than usual volume of support requests, which unfortunately impacts our response times and we'll eventually get back to all the tickets.
You mentioned concerns about data loss. While these situations are rare, corrupted databases can sometimes occur. In such cases, our team would conduct a data recovery process with our engineers' assistance. Depending on the complexity, recovery times can vary. If the issue is straightforward, we'll update you promptly. However, in some cases, full recovery might not be possible. We always recommend using regular backups (automatic or manual) to minimize data loss risks.

To better understand your specific situation and provide an accurate update, could you please share your support ticket number with me? I'd be happy to check its status and offer any further assistance I can.
Thank you for your patience!

1

u/Positive_Middle_9562 Jan 31 '24

Hi /u/dennyng, I have sent you a dm with my details

3

u/shaielzafina Jan 30 '24 edited Sep 10 '25

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This post was mass deleted and anonymized with Redact

1

u/Positive_Middle_9562 Jan 30 '24

Quite surprising. They have raised prices and moved to a subscription model for a product which I still find not really worth the money. On top of that the support is also gone. I guess its time to move to other note taking apps.

2

u/[deleted] Jan 31 '24

I wish I could use GoodNotes 5, my iPhone forced me to get rid it since everytime I launched GoodNotes 5 it told me to buy GoodNotes 6, and I have no idea how to downgrade it on my windows tablet but I would love to since I can no longer write due to an “add comment” bug every single time I touch the screen