No additional space on Business Advanced

Dear Dropbox Team,

I trust this message finds you well. My name is Nika and I am writing on behalf of our company. We have been avid users of Dropbox for our extensive filming needs, having purchased the unlimited storage package some time ago.

Before committing to this significant investment, we engaged in thorough communication with your sales representative, Mr. Francesco Santavicca. Mr. Santavicca assured us that the package we were purchasing was truly unlimited and would seamlessly accommodate our substantial storage requirements. Regrettably, our experience has not aligned with the commitments made during our initial discussions.

We have encountered several challenges since Dropbox altered its policy, transitioning from an unlimited storage option to a restricted monthly allocation of space. Our team, responsible for filming a TV show, required a substantial 160TB of storage space. However, Dropbox has only provided us with a mere 22TB, causing substantial disruptions in managing and safeguarding our crucial footage.

To exacerbate matters, subsequent changes to Dropbox's policy further limited the monthly space allocation, rendering our user experience unproductive and hindering our ability to effectively organize and store our content.

Considering the disparity between the promised unlimited storage and the actual limitations imposed, we find ourselves in a situation where the services rendered are not in line with the initial agreement. As a result, we kindly request a comprehensive review of our account and a rectification of the storage limitations to align with the commitments made by Mr. Santavicca during our purchasing discussions.

Furthermore, given the substantial impact these changes have had on our workflow and the essential services we anticipated, we must request a refund for the package that did not meet our expectations and requirements. We believe this is a fair and reasonable request, considering the substantial divergence from the terms initially communicated.

I would also like to include that we already have an open discussion on this topic - Ticket #22504933, for even more information about this situation.

We understand that policy changes are inevitable, but we trust that Dropbox values its customers and will strive to find an equitable resolution to ensure our continued satisfaction with your services.

We appreciate your prompt attention to this matter and look forward to a timely and positive resolution.

Thank you for your understanding.

Sincerely,

Nika

Our organisation has been using 45 TB of dropbox storage already before this policy was changed. I am using Dropbox Business Advances since 2019. I paid for the number of users and I had unlimited storage. As of Oct 2023, we utilised 45 TB of storage based on the earlier plan and policy offered to me. 

I reached out to DB customer service and none of them seem to give me any solution. 

The fact is there was a commitment that was given to us when before and we have been using Dropbox based on that. Now there is a change in DB's policy.  We understand that and are okay with paying for any additional storage we need. But asking us to pay for the already used space of 45 TB is not good. 

What happened to DB's earlier commitment to ‘use as much space as you need’ policy which was given to us earlier?

We have a legacy plan, still in use. 

It may be worth checking what account you are actually on - Dropbox has removed all unlimited plans and notified people this was happening earlier in the year: https://blog.dropbox.com/topics/product/updates-to-our-storage-policy-on-dropbox-advanced

I have been a Dropbox user for decades, and have always subscribed to an unlimited hosting plan. However, over the past year, the company has made it increasingly difficult to add space. Previously, the process was automatic. When approaching the available limit, the platform would add a reasonable amount of space. Then it became necessary to open a ticket requesting more space whenever the service was interrupted. Things have gotten even worse since then, and the company has either not provided the space, or increased it by less than 0.5%, which is a joke. My company depends on the space to deliver files to clients, in addition to administrative resources. And we are constantly harmed by the refusal to fulfill the contract. Our plan is unlimited, and Dropbox should honor the contract by providing the promised space.

Not disagreeing with you bud. The whole things is co.cked up!

It could be that they are moving the goalpost as you mention. Last month they were very clear to me in writing that it didn't matter how much longer the life of the contracts were, it would be a minimum of a year going forward for businesses that had large data sets, and 5 years for those with 35tb or less per user. So if an account had 3 users, they would have up to 105tb between the three of them for 5 years and those with more would have 1 year to move the data out of dropbox.

IDK, it would be a whole lot easier if they were up front with all of us from the start, instead of changing their narrative and involving the middleman to relay it. Even some of the reps admitted they were confused on what was happening.  Everything that was explained to me was contradicting each time I spoke to someone. 

My understanding on this is, after December, and when it hits your renewal date, the contract and payment with dropbox will not renew. So, as an example, I have an yearly contract which ends in May. So come May, no more payments will be taken from me and I have 60 days to move stuff out.

However this will probably hit hard on those paying monthly. 

Again, dropbox will change goalposts again, but that's how I understand it.

I have had enough of dropbox's b.s.. They have been lying to us for the last few months. I went through all the proper procedures... the phone call, chat and emails. I have a complete paper trail of everything they are doing that is OPPOSITE of what they have been saying. The story has been changing. I have been addressing this since they rolled out emails with this new change a few months ago. I've posted here a few times in this thread.

I want to follow up with you all. I contacted support, yet again, and was told something completely different this time. I now have been told my contract will not renew at the end of december and I have 60 days until my files are marked for deletion. I contacted support and they promised to get to the bottom of it and email me back with a solution.  Low and behold, there was no solution.  Here's the response from "Natasha":

Thank you for chatting with Dropbox Support today! This email includes a ticket number for your reference.
I hope my email finds you well. 
 
I've investigated this for you as promised. Dropbox has decided not to renew your contract. I'm afraid I don't have specific details available to me. Apologies for any inconvenience this may cause.
 
Usually this means either a) you didn’t respond to our Oct 27th email asking you to call us or b) we don't think we can service you effectively going forward
 
If there is anything else we could assist you with, we're only an email away
 
Best regards,
Natasha

Now, after being told (in writing) that my price wouldn't change and I'd have access to my files for at least a year, they now tell me tough **bleep**. I'm not sure what to do from here besides grab an attorney to see what documentation trumps all others. Whether that be their general TOS, or the documentation from the private emails directly addressed to me.  I'll post here if I get a resolution to share with you all.

Please read my reply above. Don't think anyone is misunderstanding anything.

After 1 call (the scheduled one) and 2 support tickets to confirm the outcome of said call, I was promised a said amount (which I also have in writing via support emails).

That amount was not the amount I ended up having in the end.

There is nothing here that is confusing or misleading. Dropbox promised X and delivered Y ignoring pretty much any subsequent support messages and straight up closing a support ticket (again, well done Ed!)