Broken app and radio silence from Premium support
-
I have been trying to contact support all this week since a chat with the Day One bot last weekend.
I’m on an iPhone 14 with plenty of storage on it and I’m using the latest update, 24.1.1.
I became concerned that my regular iCloud back ups would only be backing up ‘lite’ versions of my data and keen to ensure that my independent back-up always used full-fat versions. The bot explained that this would not be happening if I optimised my data and so I downloaded all my data on to my phone ready for iCloud’s nightly back up. This is around 21GB. The back-up appears to be working.
However, since then, the app has been unusable. I can open it and make a couple of changes and save them but after a few taps, it freezes and has to be hard-closed and opened again (and has then lost anything unsaved). It’s not clear to me if this could be caused by the quantity of data now on board (other people report no problems with much more data) or if the latest update, 24.1.1 caused this.
I have asked for help from the bot and was told a “happy” human would get back to me. Nobody has got back to me. I have followed up on my emails 3 times. Still nobody has got back to me.
All the talk about the benefits of daily journalling, mental health advantages and encouragement to complete streaks just rings hollow when the app simply doesn’t work.
I’ve tried talking to the Twitter team and I’ve chatted to other users on FaceBook – a number of whom are suffering the same thing. I’m at a loss as to what to do next. I am not a happy human.
I am now going to try and contact the CEO. It is unacceptable for a company to take your money – I’m a Premium customer – and then not provide the service which has been paid for.
-
Hi @pennybarr Thank you for your patience! We have had an above average amount of ticket requests at this time.
You should have a reply from our team last week. Please let us know if you did not receive it.
Day One Forums 