Dropbox suddenly stopped backing up Document and Download directories and wiped previous backups

I had heard stories of poor Dropbox support and dismissed them as malicious rumours.  But now I have experienced it directly.  I have just received a survey telling me coincidentally that my case has been closed.  No one has discussed closing the case with me. In fact, you are still asking me questions, and I am providing answers.  In my view, I have lost more than 80Gb in backups and even your emails imply that a beta version may at least be partially responsible.  Yet I have no idea why you have taken such precipitous action.

Indeed, the usual industry practice is never to close a support case without first asking for the customer's comments.  However, it is only in your survey offered after closing the case that such questions are broached.   Despite the technical merits of my case, to treat a customer of 12 years like this is appalling.

Please advise me of the steps I need to take to have the decision to close my case reviewed.

I'm still trying to fix this problem.  I did check my subscription and it is only an Essentials.  So I must apologise for my comments, I probably shouldn't expect much support from such a basic plan.  I imagine I would need to update to Business or Business Plus to get greater access to support. But I'm only an individual. 

After a lot of hours and learning, I think I've managed to trace the chronology of the problem.  It is largely as I have previously mentioned.  The beta update occurred on 12 March, and that coincided with the partial destruction of the link between Documents and Dropbox/Documents on my PC, with most folders and files no longer appearing under Dropbox/Documents.  Fortunately, after a partial audit, most files were preserved under Documents.  However, since those folders and files no longer appeared in Dropbox/Documents, Dropbox assumed that those files had been deleted and then deleted the orphan equivalents on Dropbox in the cloud.  Only those folders and files that remained under Dropbox/Documents are now reflected on Dropbox in the cloud.

Something similar happened with Downloads. Again, the link between Downloads and Dropbox/Downloads was destroyed by the beta version, then created a "My files in Dropbox" folder under Downloads, and that is now linked to Dropbox/Downloads. So anything I download now does not go to Downloads but to Downloads/My files in Drop sub-directory. It is only those folders and files in that sub-directory that appear under Dropbox/Downloads and only those that are not being reflected in Dropbox in the cloud. At the same time, Dropbox assumed that all other folders and files previously shown under Dropbox/Downloads had been deleted and consequently deleted the equivalents in Dropbox in the cloud. Most files with a couple of exceptions in Downloads appear to still be in place similar to Documents.

This is well beyond my expertise to fix. I have spoken with a few people who are more knowledgeable than and they have no idea how to proceed.

As a precaution, I'm backing up all the Documents and Downloads directories to another source as a precaution, but with 100Gb+ in both directories, this is taking time.

I have asked the community if there is anybody who would be willing at cost to help me sort this out. Could you also perhaps point me in the direction of a technical support organisation that can offer more in-depth Dropbox support? Alternatively it is possible for me to pay Dropbox for an hour or so of time. Now that I've identified the problem, I think it shouldn't take someone's knowledge to help put everything back in place.

Again my apologies for expecting more support than is probably allowed an Essentials subscription. This is probably why the case was marked as solved and closed. The possible loss of memories after the recent and sudden death of my wife after being her carer for many years did upset me. Any referrals you can give me would be appreciated.

Sincerely,

Richard