1Password Support - WHY DID YOU CLOSE MY SUPPORT REQUEST WITHOUT EVEN ASKING ME !?!?!?

Hi Again Vellum,

Thanks for all of that and thanks for the insight about chrome issues, etc. In general, it sounds like we've had similar experiences. The problem I almost always see with tech support is flat out incompetence. I imagine the number of companies that require a tech support staff has become so huge that the population of people capable and willing to do that kind of work has long since been depleted. So now, they pretty much have to hire anybody that will take the job and the quality has basically fallen to zero.

One thing I constantly notice is, despite constant complaints that customers don't provide adequate information in their reports, the actual truth is tech support people don't bother to READ what is sent to them. I almost always end up sending the same exact information over and over and over again, asking the agent to simply READ what I've already sent them each time. Sometimes they eventually do but usually not.

In this case, "Ben" didn't bother to pay attention to what's actually going on and simply closed my ticket without checking to see if that was appropriate. Notice he hasn't responded to this new post addressing that AT ALL. He's obviously just another tech support idiot. I'm sorry, I know what that sounds like, but I'm sitting here DAYS after giving these crooks my money with software that flat out doesn't work, totally unable to get support. And here's the thing that's special about 1Password ...

These guys have CHOSEN to insert themselves between people and their critical data. That's what they've CHOSEN to do for a living and that should involve special responsibility. Customers pick a company they really trust for something like that. We spent a lot of time choosing 1Password back in the days when letting a product some company makes have that kind of power over you was new and pretty scary. In those days, 1Password was a conscientious, sort of family owned company that seemed to take that responsibility very seriously. Now that Dave Teare has sold out and let his company be run by idiots, we're all at risk if something goes wrong, and right now, I'm living proof of that. In a fair world, at this point that guy would be desperately trying to fix his company - from jail.

Anyway, there is someone at 1P named Mark-Shane Scale who has been assigned my case. He is ignoring me. One totally inapplicable two line email every two days. He isn't even working on the right problem because he won't pay attention to what's actually going on. Part of the problem is the confusion "Ben" created by closing my ticket. If I attempt to get someone else involved now, given the abject incompetence of 1P support, it will most likely introduce even MORE confusion. I'm really screwed here. I wish I could "address" Dave Teare personally. But of course, he's probably sipping martinis on his yacht somewhere - at all of our expense.

Anyway, again, thanks for the kind posts - much appreciated !

I hear you. I'm over here taking a break from dealing with tech support about another app (not 1password).

Tech support can be so frustrating.
There's often some problem with tech. So I laugh when people say there won't be a problem.
And the attentiveness of support does tend to dip over time, or ownership change.

With that other app (not 1password), timing is part of the slowdown with tech support. I know they're jammed with support requests right now.

Timing is a problem here at the moment, too.
Something happened with the Chrome browser.
and
Spring is here, so Apple came out with a lot of new devices and their operating systems require the latest 1password (that subscription).
So there's a lot of new people and people moving vaultss. A lot of requests to tech support.

And I hear you on that change to subscription.
So many apps advertised forever, and at some point stopped updating.
With operating systems changing & updating so often, apps have to update continuously to keep up. And coding updates is a cost.
I want those updates, so it's a subscription.

On migration tools, I had some bad experiences years ago. (Not with 1password, I didn't try it).
I did the 1password migration manually. It took a long while.

I hope tech support can help you with the migration.

On the phone, I wish that basic reset suggestion had worked.
Since it didn't, consider either
- Send a new question on your same email support ticket. (If that's possible.)
or
- Start a different email support request for ios. (Probably best since it ios.)
Do one, not both.

Hope 1password is working for you soon.

Hi vellum. Thanks for the response. As I mentioned in the post that "Ben" decided to simply close, I've already tried that and it didn't help. I've had an old version of 1P working on all my devices for years. A lot of the original functionality doesn't work anymore because, in an effort to manipulate their customers into having to accept their subscription system, they stopped providing support even when that version was still current (though on it's last legs). I finally needed to upgrade my desktops which are now all "Apple Silicon" so I'm forced to upgrade to their latest version. I contacted them and told them based on previous bad experiences with 1P, my girlfriend and I are terrified to have to "upgrade". Of course they promised there would be no problems and if there were they'd "be right there there to fix them". Just as expected, everything went to hell with the upgrade on all those devices that at least worked fine as data vaults before. I suspect the reason I'm having this problem when other aren't its because the the part of their software that handles the upgrade process is poorly written. I had nothing but problems from the first second on all my devices. The things stated in their instructions didn't happen or didn't work. Of course, as soon as that happens they are NO WHERE to be found. They're all OVER you to sell you their garbage but can't be bothered with you when it doesn't work. This used to be pretty good family owned company. Now Dave's sold out and delegated operating the company to idiots. Anyway, sorry for the rant and thanks for trying to help !

Tech can be so frustrating.
I'm dealing with a similar glitchy app issue with a different app maker.

1Password does work in 15.4
I have it on my phone.

I suggest you try the basic fix.
Delete the app from your phone.
Download the app onto your phone again.
Turn off your phone.
Restart your phone.
Then open the app.

That often works when an app in unusually glitchy.
Hope that helps.

Good job "Ben" - EXACTLY what I feared just happened. I FINALLY received a response to my old request for support and it only addressed the original problem on my iMac. The agent wasn't even aware of the now much more important iOS problem. So GOOD JOB closing my ticket and blowing me off "Ben" !!! GOD I HATE 1PASSWORD !! Any potential new user who could chose something else would be CRAZY to chose this crappy software from a company whose support response - IF YOU CAN GET ONE AT ALL - is essentially, "Sorry we bulldozed you into this "upgrade" to software that doesn't work which has caused you to lose access to your data. We're a little busy right now so YOUR SCREWED !!"