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nsns's avatar
nsns
Helpful | Level 5
2 years ago

Anyone Else Unable To Upgrade?? Plus Horrible Customer Service

Hey All,

I got an error when I purchased my plan from the sales rep link and it has been a NIGHTMARE every since. I can't make ANY changes to my account and the plan is always wrong. I had business plus for 3 users, but was charged for 5 users... it took over a week to fix this and they had to refund the entire thing and have me repurchase a plan for 3 users. With the repurchase link it was just for the regular business plan with 3 users... for 2 weeks I have asked support why I dont have unlimited templates like I was sold on and all they said was "we will send your feedback to developers". I finally figured out the issue on my own was I just needed to upgrade to business plus again... I have tried to upgrade via my account through the upgrade option, through the plan option, through the billing option, and through a specific link provided by support and continually get the same error. I have contacted support 3 times. I was given instructions how to upgrade on my own and ticket closed (again... there is AN ERROR and I can't). It has been days with no support reply. I am literally losing business and trying to give dropbox more money and upgrade my plan. What a horrible experience. Any tips to just upgrade? It is a simple solution to my problem yet support either didn't know I should upgrade or is unable to help me upgrade! Help!!

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33 Replies

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  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi nsns, thanks for bringing this to our attention.

     

    Are you still trying to upgrade? What is the current plan you're on?

     

    Do you have the ticket ID from when you contacted the support team?

     

    This will help me to assist further!

  • louiseinfrance's avatar
    louiseinfrance
    New member | Level 2
    2 years ago

    I am trying to upgrade to Essentials 30 day free trial because I want to test the recording capabilities on the new Capture app. But cannot seem to download the app correctly and the upgrade will not validate. Gets to 'validate transaction' but there is a blank box on the screen and nothing at my bank. Trying to get help is hopeless. Quick chat popped up, went through it all with him to be told to email customer support who replied that they do not give support! Gave me links to where I started this morning. Going round in circles. 

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    Same. Literally trying to give this company money and support is useless. Literally no one can help me upgrade? Same process here THREE TIMES!  Ridiculous! 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey louiseinfrance, sorry to hear about this.

     

    Can you send us the ticket number for your communication with our support team, so we can investigate?

     

    As for you, nsns, I'm sorry to hear about your experience.

     

    From what I can see, you currently have a ticket that's been sent to our specialists.

     

    I have raised the priority of your ticket and passed your comments along.

     

    Anything you need to add, please add it to that ticket, and our colleague will get back to you with an update the soonest possible.

     

    Thank you.

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    They responded with more hoops to jump through and it takes them 3 days to respond to anything. Literally just want to upgrade my account. 

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    Also I have been told 3 times there is a ticket escalated to a specialist. No one has helped. It has been about 2 weeks.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    I understand where you're coming from, nsns, for sure.

     

    However, since you're already in contact with our team, they're the ones who can assist you with this, so I'd suggest sticking with them, so they can resolve this for you.

     

    If there's something else we can do, though, let us know!

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    Yes! You can get someone to upgrade my plan 🙂 

    Honestly I haven't gotten any response from any specialist. Just support people telling me someone will contact me and nobody has.

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    I still have not heard from support and it has now been FIVE business days???? Still trying to upgrade?

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