dk or Purpose Inc Appeared In:

August 24 2012

Agile Bits 1password

Written by / Posted in reputation management / 3 Comments

I hate writing posts like this, but unfortunately the is the second time this week, I need to use my blog to get good customer service.

By the way, I am willing to pay for good customer service, just please help me out.

I am a huge Mac fanboy. Fricken will die for Apple.

I own something like 6 Mac computers, 3 ipads, ipods and god knows what else.

All of us in the internet biz have hundreds of usernames and passwords.

I currently use Diigo for my bookmarks, and 1Password for my passwords.

Up till this week it has been a rock star program.

For some reason this week the Diigo short cuts started disapearing off of Firefox.

At around the same time, 1Password stopped being able to detect what page I am on.

I can double click on 1Password and find the password still, but it will not autofill.

Business has been expanding monstrously fast lately, and my production speed is through the roof.

Not being able to use the 1Password program as I usually do has brought my work speed down like 30 percent.

I emailed Agile Bits about this, I tweeted politely to them, and they did respond with how to try to improve it.

The problem is that their suggestion has not worked. I quickly tried it and emailed back stating the details,

painstakingly long emails with every detail described. It is now 48 hours later, and still it is unresolved.

I uninstalled 1Password, uninstalled firefox, updated all versions, removed all extensions in firefox, and still it does not work after a clean re-install.

Please 1Password figure something out for me quickly, or I am going to go look and find the alternatives. Fix this fast, and I will post how awsome you are here. The world wants to know what is going to happen next! LOL

Update! 2 days later they have it fixed.

It took one of their programmers, and then me spending 10 minutes following their advice.

Companies like this with an excellent but discounted product are going to have troubles like this.

If you really want the first class, super productive users, to use your product, I highly recommend that golden button in the corner for white glove treatment of high value players. I would have been happy to spend $100 to get that done in 15 minutes in the first place.


  1. Khad Young said on August 24th, 2012 at 8:01 pm

    Hi David,

    Thanks for taking the time to write this up! I apologize for all the back and forth. It was a little confusing with multiple tweets from your on Twitter, two support tickets that you opened, and an email that you sent. It took the team a bit to piece it all together. This isn’t your fault at all. We need to better integrate our support systems. I just wanted to mention it as part of what caused the delay. That said, we strive to reply to all support inquiries within 24 hours. Our first reply to you on Twitter and an email reply were sent within 4 hours of each point of contact, so I’m delighted to see that. 🙂

    We try to work as fairly as possible by answering questions in the order received whenever practical. We do this regardless of any blog posts written in order to remain fair to other customers who do not have blogs who are also patiently awaiting our help.

    So far we don’t offer realtime support as it really doesn’t scale very well and quickly becomes unwieldy if we need to request a Diagnostics Report (which we did in your case). The reports take some time to review and analyze, so we prefer to not keep our customers waiting while we do so.

    You can email us at any time at support AT or open a support ticket: (As I mentioned above, doing both can create some delays as it creates duplicated efforts, so we do ask for your patience while we are helping other customers.)

    There is always room for improvement, though, so I am glad you brought this up. I’ll mention this to the rest of the team to evaluate what we could have done better in this case. If there is ever anything else we can help with, please do not hesitate to get in touch again. We’ll always work with you until everything is resolved to your satisfaction!

    All the best,

    Khad Young
    Forum Choreographer, AgileBits

  2. admin said on August 24th, 2012 at 8:06 pm

    In the end I remain a loyal customer and love the product. The importance of the data stored in your program greatly amplifies the importance of your product. If it had been a word processor, or any other bit of code it would have been a non issue. The passwords are the doorways to everything else.

    You guys handled it very well, except for the time it took to accomplish it all. Again, since the info is so vital, I would simply recommend that you offer a white glove service for those of us who desperately need the data and are willing to pay for it. Just charge whatever is required.

    Thank you for the follow up and the awareness of the issue.


  3. Eric Itzkowitz said on August 25th, 2012 at 12:25 am

    DK… sometimes simple is best. Flash/Thumb drive with encryption software and a good ole Excel sheet. (: Been using this method for years. Hasn’t let me down once.

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