Feedback about support and complaint requests

Thanks for taking the time to post to our Community, Keribeal.

We really appreciate your feedback about this.

Keep in mind that when it comes to complaints or feedback, the process is for them to be passed along to our team, just like when you give us feedback here, on the Community.

If the members of our support team mentioned that they've passed it along, then that's the end of the customer-facing process, if that makes sense.

Our team, however, is notified and will take appropriate action, if need be.

That said, can you send us the ticket number for your communication with our team, so we can take a look?

Thanks.

If I raise a complaint in what world what that be the end of the customer facing journey in any normal company? Surely there would be feedback/updates to complete the circle?

if it’s the end of the journey you are basically saying they don’t get looked at or investigated at all and the support staff are free to be rude to people who pay for the services. 

 24749571, 24713841 are some of my latest ignored tickets

Thanks for the ticket numbers, Keribeal.

I understand this has to do with the discontinuation of the Vault feature.

I can see the agents you previously discussed with, have informed you of why our team has decided to do this.

Regarding your complaints, since they've already been passed to the team, there's not much else that can be done.

That being said, I completely understand the frustration caused by this situation and if the team makes a different decision or has any updates, rest assured that you will be informed.

I hope this helps.

Nobody has explained the discontinuation of Vault, they’ve simply said tough luck it’s going. They tried to go down the security route of Dropbox but if you remove a secured folder you are making everything less secure by definition - be mindful that in most households everyone has access to the same computers, phones and tablets so a classic idiotic and no-doubt done for cost saving reasons rather than using very basic technique of UCD - the day Dropbox consult or do things for their customers will miracle, I bet you are adding more AI nonesene which nobody wants just so you can put it on marketing material. 

“You will be informed” - Dropbox’s communication skills are pretty much zero so I am willing to bet good money I’ll never hear anything from anyone and you’ll just hope I go away, I know me paying for a 3Tb is a drop in the ocean for you guys but I’m sure I’m not the only one you’ve shafted and not the only that feels robbed that the service you pay for changes just after renewal but you are offered no compensation for the reduction in service vs the amount paid - down right thievery.