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An open letter to fellow users

This is not really a question, just an observation in general as I am a type of posting every once in a while that goes like this:

"The application has some small temporary problem, this makes it useless to me, I want a refund and I will jump ship to another program that I perceive is perfect because I haven't used it yet."

Before you are quick to change apps, keep in mind something: an app, much like an Apple computer, is not just the app - it is the "spectrum" of the experience you have with the app.

There are things I would love to see a bit different on Todoist, but the one thing that keeps me pinned for the moment is the constant and quick stream of actual care to customer issues ON TOP OF active development.

Before you switch, take a look at the once "leaders" that either fell or are falling by the wayside because of (1) arrogance and complacency and (2) disregard, and sometimes outright contempt for customers.

I am a newer convert so perhaps I am a bit noobish and green, but I have found the service here stellar and on par with the best out there, which usually requires a global corporation of resources behind it.

AND they are actively fixing and developing on top of that while responding to all these issues.

I can name a few top competitors whose behavior towards customers ranges from complete cold shoulder to active disdain.

And they haven't made basic fixes to flaws found in YEARS, let alone made drastic useful improvements.

Yes, the app is not perfect but to juggle all these platforms and the technical limitations there-in and to make improvements while keeping up with an onslaught of change in OS systems AND to courteously and patiently deal with EACH AND EVERY customer issue brought up on the forums in a timely manner ... it's almost superhuman.

Oh, and another thing to keep in mind - sync is HARD. Instant sync is hard. Trust me when I say this no matter what the perceived flaws, the competition has I think 1 option for good sync, the way you expect.

Before you jump ship I would check out the forums of who you jump ship to and look for discussions on missing data, missing lists, missing entries, entire accounts accidentally deleted, etc.

You will be shocked, and perhaps have a greater appreciation of Todoist.

I'm going to stay right here for now, because no matter the problem, this is the ONLY team I have found that actually responds to customers bringing up issues AT ALL, let alone in a timely, constant AND courteous manner.

Oh, and in case you don't believe me, try posting a problem to another competitor's forums, if they even have it. You'd be surprised how many of the more serious issues never even show up on the forums.

Because they are edited.

Todoist forums seems to be live, un-edited. Guts. Honesty. I can deal with just about any problem as long as the team behind the platform is honest and genuinely cares about resolving them.

All responses

David Trey staff
Replied on Oct 28, 2013 - 16:12 UTC

Hello Adrian,

Thank you very much for your kind words and understanding. Of course addressing issues is still not a solution and no excuse for the issues to be there in the first place, we always do our best to try not to have them in the first place and we're happy you appreciate it :)


Best regards,
David

Adrian
Replied on Oct 28, 2013 - 18:49 UTC

You guys deserve both kind words and understanding, the effort is tremendous and problems are obviously a reflection of the complexity involved in any technical endeavor these days and not because you're taking the subscription money and spending too much time driving Ferraris.

: )

MT
Michele Thomas
Replied on Oct 28, 2013 - 19:17 UTC

I agree that the customer service with ToDoist is exemplary. I've tried them all, and I'm with ToDoist. I use WorkFlowy too, but I still need ToDoist so I don't lose track of any details.

Thanks for an awesome product and even better customer support.