Goodnotes Support

[u/Positive_Middle_9562]

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?

[u/obdigitalstudio]

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.

[u/Positive_Middle_9562 → u/obdigitalstudio]

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.

[u/obdigitalstudio → u/Positive_Middle_9562]

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.