We don’t use exchange. However, I suspect a lot of our customers do. (But that is out of our hands)
TNEF can also be turned off (at least partially) in outlook clients: http://support.microsoft.com/kb/241538
Yes, it’d be interesting to know if you’re both on exchange.
What would be very useful is if you could get a copy of the raw email (.eml) and email that in to us. We could then look at the raw message and see if this is something HelpSpot can adjust for or not. I think it’s unlikely only because HS is receiving the attachment as .dat when it receives it so it’s already in that format, but perhaps we’d be able to reverse it or determine the original in some way.
No, it just parses the data. If you forward your email to a backup account you’d then have access to the raw email. So it might be worth doing that if you have an extra account to spare. It’s also possible your email provider has backups you can access.