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 !