in commentary, mac os, review

1Password Customer Service

This is a quick note about an experience I recently had with customer support from Agile Web Solutions, the creators of 1Password.

I’m not going to review this application — there are already hundreds of available online comments and reviews. Suffice it to say that I’ve come to depend on 1Password so much that I recently decided to upgrade my family license (good for three Macs) to the Small Business package (good for five Macs).

I emailed the company with my request and received a response within the hour. I was naturally pleased to get such a rapid reply. I was doubly surprised because I sent the request late in the evening from my home in Hawaii; I’m accustomed to waiting until the next business day (when North America is awake) for customer service. But that’s not the amazing part.

Here’s a clip from the message I received from a man named James in Australia, identified as a ‘passionate 1Password user:’

“Since the upgrade is not automatic, I have gone ahead and updated your license to a Small Business license and sent it in a separate email. I trust you will make the payment, so I don’t want to make you wait.”

I then received my license moments later.

This struck me as a particularly generous and trusting thing to do in this day and age, and it was much appreciated. So, I want to thank the 1Password team for the stellar service. This transaction served as a fresh reminder of why I feel like I am part of a community as a Mac user.