I rarely write histrionic attacks. But I am quite peeved about my recent interaction with the support team at Quip. Let me explain.
I have been a user of Quip since it launched and I am a big fan of the app. It showed great promise when it was released, and the team has continued to add valuable features over time. It had this great blend of collaborative document editing, realtime chat & full-feature mobile access that was refreshing when it came out.
Recently, I moved some of the workflow from my business onto Quip. The impetus for this move was to take advantage of its collaborative features. I moved a bunch of shared task lists to Quip and brought in staff members to be on the same platform.
On Tuesday, after a training session with a staff member I returned to my office. I went to log into Quip so I could see if my colleague had updated anything when I found that I could not log into the app.
Disabled!! WTF! I was just on Quip doing the training not more than an hour ago!
So...I did what the message suggested: I contacted Quip Support.
Within 10 minutes I received a response. So far, so good.
Huh!! Did you actually tell me that a "team site member" could disable my account?! MY ACCOUNT!!! What in the name of all that is holy would allow someone with a totally separate account to disable my account?! Especially since I set up the "team" and invited this "team site member" to join me.
So, as I am sure you would do, I asked "Sara R." that very same question.
Incredibly, there was no response from Sara. Or anyone else at Quip Support.
So, after 20 minutes, I sent another message. I was freaking out, because I had just made a commitment to the Quip app for an internal workflow and had spent time training my staff members.
It is hard being ignored
I really don't understand why I could not have gotten a response. But there it is. I was being ignored. That is the hallmark of great customer service, is it not?
So, 2 1/2 hours later with no response, I acquiesced to the request and contacted my colleague and requested her to send Quip Support a request to restore my account.
I remembered, after sending the email to my colleague, that she was leaving for about 5 days personal time and I was not sure if she would get me email and act on it, so the next morning - 8 hours after my initial message - I sent the following to Quip Support.
I know that you are surprised to hear this, but I did not get a response that email.
But...all is not lost! My colleague, on her own time, did see my email and act on it! She sent a message, as requested, to Quip Support (as requested by the initial Quip Support response).
Day 2 and still no response.
I have still not heard back from Quip Support.
My colleague has not heard back from Quip Support.
I still can not log into my Quip account that I have had since its inception.
So...I guess it's time to move on from Quip. I get it. There is a huge flaw in their app where one account can "deactivate" another account. But this is not what bothers me. I have written enough code over the years to be very understanding of bugs - or ill thought out features. What irks me is the that the Support arm of Quip just turned off on me. This astounds me. Even as I write this I don't understand it. But I get the message. I am not important. So I will get on with it without Quip.