I am extremely angry with the unbelievably bad service from Dropbox. The Support Team in Australia as NO WAY OF CONTACTING their own Restorations Specialists team in the US. Having opened a ticket 4 days ago, I have not had my issued solved, I have emailed the US consultant repeatedly for an update (he told me it would take an hour to restore my lost job folders, 3 days ago), I have called the Support team repeatedly for a status report but they have told me they have no internal communication with the other department. HOW CAN THIS BE POSSIBLE? I am paying top dollar for Dropbox Business for the assurance of seemless business operation but yet no one can tell me what is happening, I am not receiving replies to my emails, and nobody by phone can give me an update. I cannot work without my files. I wrongly believed that storing them in Dropbox alone they would be secure. Does anyone know how I can reach I higher level of management to speak to someone who can help?

Hi ScooterKP, I've taken over your support case and am working on your restorations request now. Sincere apologies for the delays in processing the restoration thus far - I'll follow up with you on progress via the support ticket you created. Frank

TERRIBLE SUPPORT SERVICE | The Dropbox Community

31 Replies

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ScooterKP
Helpful | Level 5
7 years ago
Does anyone know how to contact senior management at Dropbox?
I was referred by the Australian "Support" team to a Restoration Specialist from another department.
I had one encouraging email from a specialist call Jay 3 days ago say that it would take an hour to fix my problem. 3 days later, it is still not fixed, he is not responding to my email enquiries regarding status.
I have called the Australian Support Team each day only to be told they do not have any contact with the other departments, so cannot tell me how my ticket is progressing.
Where do I go from here? Can a senior manager contact me please who has access communication with all departments to resolve my problem immediately?
I am on a Business Plan and am shocked to find both that my files are not secure within Dropbox and there is no effective support from the company.
Lusil
Dropbox Staff
7 years ago
Sorry to hear that, ScooterKP.

Initially, please note that I've moved your second post here so as to keep troubleshooting efficient for you.

As per your concern, I was able to locate your ongoing communication with a specialized member of my team and have passed your comments along to them. I can see that they replied to you via email, so please check your inbox for their latest message. Rest assured, they'll do their best to assist you.

In the meantime, if there's anything else I can help with, don't hesitate to give me a shout. Thank you in advance!
Frank_S
Dropbox Staff
7 years ago
Hi ScooterKP,

I've taken over your support case and am working on your restorations request now. Sincere apologies for the delays in processing the restoration thus far - I'll follow up with you on progress via the support ticket you created.

Frank
ScooterKP
Helpful | Level 5
7 years ago
Thanks Frank. It’s great to hear back from somebody! I have replied to you via email and I trust this will be resolved quickly.

All the best -
martinboul
Explorer | Level 4
6 years ago
I have the same terrible experience.
Am waiting for a reply now since march 16 and still no reply, while I am paying more than 800 Euros per year for a business account, without any service.
Am looking for an other product because I dont want to pay for nothing.
Emma
Community Manager
6 years ago
Hi martinboul, I'll take a look at this for you. Could you let me know what the issue was?
Simen M.
Explorer | Level 4
6 years ago
I can also confirm, Dropbox support is terrible, their responses take for ever, days between, and the answers so far have been generic and of little help. In the end I had find a way around the issues myself. So much for a payed service.
huthbot
New member | Level 2
5 years ago
I am lost in the DB system. Some reason my personal account is linked to a business account that is no longer active even though the contact and billing info are personal. I just now upgraded to a business account (how can I upgrade to a business account if they say Im already part of a business account?). But some how I upgraded, of course the payment processed and now it shows no chat option. Thats false advertising. I even messaged someone at sales and they said you have to wait for an email reply.
Lusil
Dropbox Staff
5 years ago
Hey there huthbot, I'd be more than happy to help look into this with you!

It sounds like you may be part of a free team.

If you are only a member, you can leave it by following the steps mentioned at the bottom of this article.

Could you give it a try and let me know how it goes?
GilbertX
Explorer | Level 4
5 years ago
Dear KP
I cannot get any contact - I am in the UK - can I have the number of the US consultant please or a working email address ?
I cannot understand this Company - it used to work well but now its crap - likely they appointed some MS nerd CEO with orders to
screw it up so that onedrive could flourish.
The software did not work well with Windows 10 - I could never tell what it was doing - the green icon was missed and the replacement was always dropping off the icon tray.
Now they would like me to upgrade but I cannot find out about my existing space - I can log in to my account - but the file size
count does not agree with windows count (Drobox is bigger by 3GB) .
They have a chat line for "Can I help you pick a plan" ie for sales but not for support.
It cannot be difficult to manage a support service when the original product was so stable.
Hope you or someone can respond.
Best
Gilbert