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Same thing happened to me. To be fair though, I had issues with the app around a year ago and they promptly answered. It seems like they are a bit swamped with

Same thing happened to me. To be fair though, I had issues with the app around a year ago and they promptly answered. It seems like they are a bit swamped with support issues now.

ivanstojic 15y ago
"swamped ... now" might be an understatement. From the looks of their support page (https://sparrowmail.tenderapp.com/discussions/questions https://sparrowmail.tenderapp.com/discussions/questions) - the last reply actually made by sparrow support was on December 8.
- sleepyhead 15y ago
  Their support forum is kinda weird. Every time I add a question it ends up as private. I assume that is why there is a lack of public activity there.
  - ivanstojic 15y ago
    As I understand it, the answers are marked as public once an actual answer is reached.
joelg87 15y ago
I can say from my experience so far with Buffer, that it is easy for this to get very hard to keep up with. Seems like they had similar great intentions like us to be amazing at support as well as build a fantastic product. We had a period where our support response time lagged as we reached a certain scale. We've since hired a freelancer for a few hours a day to help us and that's really transformed things to the point where we're better at support than we've ever been, and at the same time we can focus on what each of us in the rest of the team is good at. Whilst the freelancer does a lot, we dip into support every so often and have things assigned to us, so we're always in contact and understand customer problems, which I think is very important. We used UserVoice for a while and were responsive, then as we scaled we found it hard to keep up with, and ended up good at our email channel but bad at our UserVoice channel. Since then we've improved again and are generally good at all channels. With this experience in mind, I'd suggest reaching out through multiple channels if you want to get through to them. Try email and Twitter as well as the obvious channel.
- squadron 15y ago
  Buffer is excellent btw. It's become a must use app for me. The iPhone app is seriously awesome too. Very user friendly. You nailed it. I have two Buffer subscriptions, one for myself and one for a client and it has become a must use app. Good work!
  - joelg87 15y ago
    Wow, that's awesome to hear, thanks! :-) We have plans to make the iPhone app even more awesome (and also include more of the functionality of the web app) so stay tuned for that! Not sure if you have an iPad, but that's on the way too. Fantastic to have you as a paying customer. Get in touch if you ever have any questions or suggestions!

Same thing happened to me. To be fair though, I had issues with the app around a year ago and they promptly answered. It seems like they are a bit swamped with support issues now.

ivanstojic 15y ago

"swamped ... now" might be an understatement. From the looks of their support page (https://sparrowmail.tenderapp.com/discussions/questions https://sparrowmail.tenderapp.com/discussions/questions) - the last reply actually made by sparrow support was on December 8.

sleepyhead 15y ago
Their support forum is kinda weird. Every time I add a question it ends up as private. I assume that is why there is a lack of public activity there.
- ivanstojic 15y ago
  As I understand it, the answers are marked as public once an actual answer is reached.

joelg87 15y ago

I can say from my experience so far with Buffer, that it is easy for this to get very hard to keep up with. Seems like they had similar great intentions like us to be amazing at support as well as build a fantastic product. We had a period where our support response time lagged as we reached a certain scale. We've since hired a freelancer for a few hours a day to help us and that's really transformed things to the point where we're better at support than we've ever been, and at the same time we can focus on what each of us in the rest of the team is good at. Whilst the freelancer does a lot, we dip into support every so often and have things assigned to us, so we're always in contact and understand customer problems, which I think is very important. We used UserVoice for a while and were responsive, then as we scaled we found it hard to keep up with, and ended up good at our email channel but bad at our UserVoice channel. Since then we've improved again and are generally good at all channels. With this experience in mind, I'd suggest reaching out through multiple channels if you want to get through to them. Try email and Twitter as well as the obvious channel.

squadron 15y ago
Buffer is excellent btw. It's become a must use app for me. The iPhone app is seriously awesome too. Very user friendly. You nailed it. I have two Buffer subscriptions, one for myself and one for a client and it has become a must use app. Good work!
- joelg87 15y ago
  Wow, that's awesome to hear, thanks! :-) We have plans to make the iPhone app even more awesome (and also include more of the functionality of the web app) so stay tuned for that! Not sure if you have an iPad, but that's on the way too. Fantastic to have you as a paying customer. Get in touch if you ever have any questions or suggestions!