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Chatbot didn't offer all available plans
Last week when my previous DropBox plan expired, I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package (2TB at $9.99 a month). I explained that I simply didn't need this much space and asked about smaller and cheaper options. I was given no other options, so I let my Dropbox plan expire. So imagine my surprise when I get an email from Dropbox this morning offering me an option of 100GB for just $1.99 a month. Great! Yes, this is more what I was looking for. HOWEVER, now I have lost my trust in Dropbox because I was specifically asking about cheaper options, and was told there was nothing available to me cheaper than $9.99 a month. I tried to contact customer service, but could find no one to talk to at Dropbox who can now address my concerns about being able to trust this company. After being lied to about the availability of cheaper plans, I am VERY reluctant to buy any packages from Dropbox ever again. I am reaching out here for feedback from Dropbox. Can I trust you or not? How can you help rebuild my trust in your company and your questionable business practices? Your entire business model relies on your customers trusting their digital content with your company. Trust is huge here! Please help me regain confidence. Dropbox, what say you? Other customers, what is your experience?
9 Replies
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- Rich
Super User II
WABlevins wrote:
I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package ... I get an email ... offering me an option of 100GB for just $1.99 a month.The plan you were offered, Basic Plus if I'm assuming correctly, isn't widely available, possibly even limited to certain geographic locations. You can't visit the site and choose that plan. It's only offered, and is likely one of the experiments that Dropbox tests once in a while. The bot likely has no idea it exists.
- Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.
- Mark
WABlevins wrote:
Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.Once a paying user you get access to paid support options such as Chat and ticketing system.
It is only reasonable and fair that those are prioritised for people paying for them.
- Fair enough. But this still doesn't address the incorrect information I was given about available packages. Information was withheld, in an apparent attempt to over sell me. I was very clear about what I wanted. And was given incorrect information about available package options. This has still not been addressed.
- Rich
WABlevins wrote:
But this still doesn't address the incorrect information I was given about available packages. Information was withheld, in an apparent attempt to over sell me.The information wasn't incorrect. The chat bot can only supply information regarding the regularly available packages; the same ones listed on the website. It has no information on any experiments or special offers that Dropbox may, on occasion, make available. It also has no insight into your account to see what you are or aren't eligible for. It's just a bot for frequently asked questions.
- I am an IT professional with graduate degree in AI (specifically machine learning, natural language processing, neural networks, radial basis functions, etc). I know the chatbot world in and out. Chatbots can easily access this kind of information, IF the business entity allows it. THAT is the bigger issue here, trust in the BUSINESS ENTITY that is showing me inadequacies on many levels now, including misleading information and inadequate utilization of its chatbots.
- Mark
This is where its great that its a free world and you can take business elsewhere.
Its similar (here in the UK) around retention deals - it is very often a case of 'take while offered or miss out'. Virgin, O2, Vodafone, etc., are all very good at this.... call up and get offered a deal; don't accept and call again and play the roulette of whether it will be as good, better or worse.
- I HAVE been looking elsewhere and actually am finding relevant information from querying my own AI systems about Dropbox's track record here. Here's a summary of what I have learned so far...
'While Dropbox doesn’t have a documented history of intentional deceptive practices, their poor communication regarding pricing tiers and lack of support responsiveness has led many to feel similarly frustrated."
Dropbox leaving MANY frustrated due to these same concerns that I am raising? Wow. Not impressive, Dropbox. Dropbox is without a doubt deceptive. Because not only did Dropbox not respond, Dropbox also WITHOUT MY PERMISSION changed the title of THIS VERY CHAT!!! I had titled it "Deceptive Business Practices?" Which it is, I now clearly see! And I have screenshots of everything (including chat sessions with a Dropbox customer service rep) to prove the deception, when I specifically asked about cheaper plans. After the word switcheroo on the title of this post, I no longer question the deception. I KNOW IT'S REAL!! I wonder what other words here in this community Dropbox chooses to alter in order to change public opinion? My trust in this company is shattered.
