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Forum Discussion
Chat Support is a paid service, but they only provide sales, not support
Dropbox advertises chat support as a paid service for Professional, Plus and Family Manager. This is an advertised service.
https://help.dropbox.com/account-settings/customer-support-levels
However, if you contact them (https://www.dropbox.com/support) and pursue any kind of basic syncing issue, their "Service" is to try to sell you more product.
I have had a professional account for years. I contacted them twice with my problem (Despite having 3T of drive space for my dropbox files, my 1.9T of files won't sync to it). When I asked the first person to stop selling me things and address the problem, they ghosted me. The second person, when asked directly if they can provide anything other than sales "service", they directed me to the email service account. Which is a downgraded service, and not "Chat Support."
This is false advertising by dropbox. They should adjust their page to reflect actual practice.
9 Replies
- Rich
Super User II
Michael S.197 wrote:
Dropbox advertises chat support as a paid service for Professional, Plus and Family Manager. ... This is false advertising by dropbox.
It's not a false advertisement. Chat support exists and is readily available. It sounds like you were using the Sales chat rather than Support.
I used the links in my post.
When I asked the "support" person for technical support, they themselves referred me to the email support service.
Do you have a link to a non-sales support chat?- Hannah
Dropbox Community Moderator
Hey Michael S.197, thanks for reaching out to us.
Since you're on a Dropbox Professional plan, you should be able to access email and live chat support.
Can you please try through this link?
I'm not sure why no one reads the post. The link I've shown that I used is the same one.
You go to the Live Chat, and they only offer sales advice, and when you ask for technical support, they refer you to email. They are "Chat Support" in name only - they are "Sales service" in practice.- Mark
They shouldnt do that - to be fair chat support is shockingly poor, but, they have when I've used it at least logged a ticket on my behalf (admittedly its almost always closed without any action being undertaken but THATS another story!)
When you do try and chat Michael S.197 do you get an email with a ticket number? I'll see if I can bump to somebody who can help as that shouldnt happen.
Hi, no, I'm not issued a ticket. I'm allowed to have the chat emailed to me if I request it, but it's not automatic, and no ticket is generated.
I've concealed the service provider's identity, because it's not fair to blame the small guys when the problem is systemic.
- Hannah
Can you send us a screenshot of the button you click to start the chat please? This does look like Sales chat.
Also, make sure to double-check that you're logged in to the correct Dropbox account.
Otherwise, we can happily try to assist you here on the Community, if you'd like to share more info about the issue you're having.
- Jay
Hi Michael S.197, it does seem you were speaking with a sale agent previously, and not a support agent, as I'm not able to locate any ticket ID on our system under your current Dropbox account. Did you get a ticket ID from the automated email sent from when you communicated with the agent?
If you try to submit a chat request from that specific page in the image you provided again, are you able to get in contact with a support agent? What about if you choose email support instead, which should also be an option for Dropbox Professional plans?
