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TERRIBLE SUPPORT SERVICE
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?
31 Replies
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- Jay
Dropbox Community Moderator
Dear Jay
Thanks for getting back to me quickly .
My account in the early afternoon was a Personal Axxount.
I finally succeeded in getting in on my own from the UK site - a web search gave me pages with error 404 when I asked for help
- do you know how bad this looks and what a waste of time this is.
Look you need to:
1) put the Support portal on the main Dropbox.com web page and then automatically re-direct to support pages
2) put the account size details in my account so that when I log-in I can see what is going on with my space
3) simplify the support pages so that the user knows where to look for things - make it have an intuitive interface
4) Have a chat service for Support
I believe 2) used to work in the way I have described.
I have been a customer for roughly a decade and today despite the frustration I bought the simplest plan thus becoming a paying customer. Now is that good or is it good!
You need to be slicker and sort out the W10 problems.
Gilbert 😊
Same experience for me, I had opened 2 tickets 3 days ago, day before yesterday I requested an update by chat and they told me they would escalate this. Today still no response, I chatted with a Dropbox representative yesterday and he reminded me I was still on a trial, which is not relevant, this raises concerns on why he bring that up but he avoided to give me clarification. Hence I opened yet another ticket asking if being on trial impacts the SLA to receive support, still no response.
I am wondering if this is the kind of service we should expect from being Dropbox Business users? if this is the case I am for sure not maintaining this plan.
Hello, thanks for the response, my support tickets are:
Ticket #12629562: Just got a reply yesterday but they didnt answer after I replied, I hope I can get a solution today and not wait days every time there is a reply.
Ticket #12628960: Dropbox Support Chat. They replied once 2 days ago and no response so far, this is blocking me from using Dropbox and is making me spend money on alternatives while I am blocked.
Ticket #12646528: TEAMS: Business plan SLA. Today s the 2nd day without response
I hope I can get a solution for this today, as said before, not being able to use the service I acquired is blocking my business and leading to extra costs by having to use an alternative. At this point Im leaning to just go and acquire the alternative service.
Thanks
- MeganThank you so much for all of the information, Hazneliel, and please accept my apologies once more.
I've made sure your comments are passed on to the relevant Support tickets, in order to expedite the procedure as much as possible.
If there's anything else I can do on my end, let me know. Only 2 of them replied and I haven't heard of the other ticket even though I ask daily for an update. For the ones that responded, one of them need to keep investigating so I was left without being able to add members to my business account which is the whole point of it, and there is no ETA on when they will know something.
The other issue they told me they can't do nothing about it, so I am still not able to generate share links, a functionality that is critical to my business and the reason I moved to Dropbox Business.
This is totally unacceptable and it also confirms the topic of this thread, Dropbox has just provided a "TERRIBLE SUPPORT SERVICE" even to Business Customers that are left without being able to use the plan they acquired.
Definitively looking for an alternative. For the price of this plan I would expect better service.
Chat button doesn't work, no answers in Community that work. I guess DB doesn't care if we go over to Google Drive.
I, too, would LOVE to talk to someone in Support Services. I have a problem that does not fit into any of the categories listed. It has to do with a computer crash on a MAC Desktop, and how the recovery process absolutely screwed up everything on my MAC when it was eventually restored. I am a relative novice and I do not know how to get it back "in sync" especially as I have added new files and folders to the MAC side since the crash. I am even willing to PAY for this support service. I am that desperate! PLUS, I have since also purchased a MAC Book Pro that I would like whatever we do on my MAC Desktop, duplicated on it. And if you want to listen to a story on the crash and how Apple mishandled the recovery using their TimeMachine program, I'll be happy to tell you but you better have about an hour!
