Syncing errors and selective sync conflicts makes my device unusable for my work.

Thank you for replying so quickly, Megan, I appreciate it! And yes, Sharon responded about the same time I made this post. I have not yet had the opportunity to work through her suggestions to see if they will get my laptop syncing again. 

I’m reaching out because I need your help escalating a broader concern to Dropbox leadership. 

When a long-time paying customer reaches out in a panic, explaining that their work has come to a halt because their laptop is completely disconnected from Dropbox, it is not reasonable or acceptable to wait more than two weeks for a meaningful response. My initial outage started June 20, and I contacted support on June 23. A real attempt at resolution didn’t begin until July 9. It seems that the problem may have stemmed from a recent product update, so the Dropbox leaders should have been aware that this could potentially cause issues.

This is not a criticism of the individual team members—I know support teams are often doing their best under pressure. But in a situation this urgent, the delay suggests a bigger issue that needs attention at the highest level. I’m asking you to please ensure that my experience is reviewed by Dropbox leadership to understand how support breakdowns can seriously impact long-term users.

I have lost much of the trust I had in Dropbox due to this experience. I need to know that if something goes critically wrong in the future, there’s a path to responsive help. So I'd like a response to my concerns. 

Thanks again for your time and for helping move this forward.