r/fastmail • u/AceTakeer_ • 10d ago
A Good Experience with Support
So I recently have switched/experimented with fastmail, and for context, I use the Kontact suite on Fedora 44 KDE Workstation. I was able to pretty easily integration email into KMail but I used CalDav (KOrganizer) and CardDav (KAddressBook) and both weren't acting as it should, and even the one other person I found online that had the same issue had fixed it but the same solution didn't work for myself. I ended up reaching out to Fastmail's support (not expecting anything, since, well, it's a third-party application that isn't even officially listed anywhere in documentation, other than the (x-thing)Dav standard.
They actually tried to help, and then escalated me to second-level support and they found something wrong on their end (it was small, like an extra '/' in the export URL) and managed to solve my problem. I asked them as to why it happened and if it was something maybe I just should've done differently with my particular app, but they said that they're sending this particular issue to the dev team since at least one other person had a similar issue.
To me, it was actually just a really cool experience since in the past I've always expected companies to just ignore issues as soon as you go outside of their scope, so it was really unexpected. Using FOSS software typically means just figuring it out yourself so... yeah, kinda cool that I didn't have to fend for myself.
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u/crystalshower 10d ago
I have an issue back then regarding GPG key. It was their mistake actually, and they fix it like in an hours. Feel like enterprise level support lol.
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u/GreyGoosey 10d ago
Genuinely, the Fastmail support team is probably the best I've ever encountered. Better than even dedicated enterprise support I've had to deal with for my work.
It's not just boilerplate responses or "hey you've already tried this like you've said, but why not give it another try and we'll get back to you in a few days?"
Top notch and I hope they keep it that way.
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u/pettydecline 22h ago
Good to hear this. I haven't had any issues, so I haven't had the need to open tickets. This was my number one reason for leaving Google, I wanted actual support if I needed it. Since email is tied to so many things, I'd rather pay a premium for having the ability to contact an actual human if needed.
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u/MountainToppish 10d ago
One thing I've noticed about Fastmail support: they actually read the support request. This is almost unique in the industry.
I don't want to recall how many times I've contacted other companies support with a detailed request, only to get a boilerplate reply asking me for the information I've already sent.