Dropbox to take resonsibility for their bad actions when updating the app

[User41]

The most resent update sent out by Dropbox has caused MAJOR issues.

You should have delivered this update in a more conducent way, negating the massive amount of man hours wasted trying to fix your problems, with, to be honest, little to no help for Dropbox in any meaningful way.

[Hannah]

Hey @User41, thanks for taking the time to post to our Community.

We really appreciate your feedback here, but would you mind giving us some more info on this?

Are you referring to the Dropbox desktop app and are you having a specific issue with it?

Any additional info would be very helpful for us.

Thanks.

[User41]

Hi,

During the recent major update of Dropbox, they changed the entire file structure and some other major items.

This caused massive data loss to a client and cost me a lot of time and out of pocket expenses to resolve this, as Dropbox provided no real help and took zero accountability for the data loss. The agents were at best useless and argued that Dropbox was not at fault, even though this is not the case.

I have found files and folders in locations that they should not be, my personal Dropbox space, and when asked about this, I was told, they thought that's where they should be and not in the shared folder where they were originally located.

We were told to uninstall the Dropbox application and reinstall it, then just copy over the files and folders from the old Dropbox folder to the new one. When most of the machines did not have the storage needed for this, it was just repeated again and again and again......! You can imagine, I was not happy and started to get frustrated with the lack of understanding and support.

We are in the process of restoring over 90,000 files and folder, some of which have failed and these have had to be sent to another team within Dropbox, that does not speak to clients, so I am not confident in what they are doing.

There is no way that the client wold have been able to speak to Dropbox and get any different resolution.

I cannot bill the client for Dropbox's incompetent update and lack of support, so I am looking to Dropbox to compensate us with the loss of our time and expenses.

Thanks you

[Megan]

Hi @User41, thanks for sharing some additional info on this! 

Your feedback regarding this has been very valuable and I will endeavor to make sure your voice is heard.

I will pass on your comments to the relevant departments so that we can further improve our product. From what I understand, it sounds like you have an open ticket number with our Support team, right? 

Would you be able to locate it, and share it with me, so I can find it on our system? 

Thanks a bunch!