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Poor support - syncing is stuck for more than 10 days

Level 3

Hello,

 

I'm really disappointed with the support team.

Each reply takes about 48hrs and all replies have not been helpful at all, offering very basic solutions that didn't work (such as install dropbox again).

 

I contacted the support using Phone, Chat, Email, it has been 'escalated' to a different division no one seems to be on the ball and offer a solution.

 

I asked to speak with a supervisor, I was denied from that as well.

How can I get in touch with a someone senior? 

 

We've been business customers for many years, it sure doesn't feel like 'business'.

 

 

15 Replies

Re: Poor support - syncing is stuck for more than 10 days

Level 6

Hi,

 

Can you give us some more information about the syncing issue you're experiencing?

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Re: Poor support - syncing is stuck for more than 10 days

Level 3

I tried to move files to a team folder and since then its stuck on the same number (95,840) trying to sync.

My dropbox is unuseable - can't add new files, move files - everything is stuck since.

 

It's been more than ten days - tried removing symlinks, uninstall and installing Dropbox.

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Re: Poor support - syncing is stuck for more than 10 days

Dropboxer
Dropboxer
Hi there, we’ve located your ticket in our system, and can see that you are already in contact with a senior department.

We can only recommend continuing your troubleshooting with them, since they have more access to specific tools that we don’t have available to us.



Jay
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Poor support - syncing is stuck for more than 10 days

Level 3

It takes them 48 hr to reply to each ticket, I don't think it a solution, and I don't think it can be solved like that. Feels like a very poor service.

 

How come I can't speak with anyone from that department? How come I can't speak with any supervisor?

 

The problem is that my dropbox is not functioning since 27 July. As you know its a business account and we this to function properly.

 

 

 

 

 

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Re: Poor support - syncing is stuck for more than 10 days

Dropboxer
Dropboxer
The phone support for Advanced and Enterprise teams is for the first level of support.

If a ticket needs to be sent to a specialist team, then it is dealt with exclusively via email, since the instructions can get more complex as further troubleshooting is done.

I do understand your concern regarding your account, and I have logged this information in the ticket to expedite matters on your behalf.



Jay
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Poor support - syncing is stuck for more than 10 days

Level 3

I don't mind going through the process over email, but I think waiting 48hr for each reply is too long.

 

How can I get in touch with a supervisor?

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Re: Poor support - syncing is stuck for more than 10 days

Dropboxer
Hey yoavro, sorry to hear about your negative experience & any frustration caused, I understand that this isn’t ideal to you at the moment, though rest assured that we’re here to help you on the issue you’ve faced in nay way we can on our end. 
 
Please note that I was able to discuss the issue you’ve faced with my colleague handling your latest correspondence & I can see that all your comments have now been included on your open email communication with our team specialist. 
 
Since our higher-level technicians have more advanced tools at their disposal, your open escalated ticket should be your most direct way to pursue a resolution on the matter at the moment. 
 
Also, I don’t know if that’s in any way of assistance to you, though I’ve made sure to include your posts here in my report internally (which is also reviewed by our Supervisors). 
 
I’m always at your disposal if there’s anything else I can do on my end & thanks for bearing with us!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support


 


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Re: Poor support - syncing is stuck for more than 10 days

Level 3

The issue is still not fixed; my Dropbox is not functioning for more than two weeks now.

The higher level technician suggested a solution that some suggested ten days ago and didn't solve the problem.

 

Now I've been told someone else is supposed to get back to me - that was 48 hours ago. (after again waiting 48 hours email for the previous response)

 

Why is it taking so long?

How come I need to wait 48 hours between each response?

How come I'm not able to talk with a supervisor on this?

 

My dropbox is not functioning for more than two weeks, its a business account.
I do expect to get some kind of a compensation for this poor service.

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Re: Poor support - syncing is stuck for more than 10 days

Super User II

Hey @yoavro

 

I've been trying to escalate for you as well (sorry, Super Users dont work for Dropbox so cant really do much other than poke/prod people we know). 

 

I've managed to get some info and suggestions from them (although I obviously dont have access to the case notes etc.) but this person does. 

 

He has asked if you could do the following please:

  1. You have already done an Advanced Reinstall havent you? 
  2. Do you have Dropbox installed on your standard main hard drive? It isnt on an external drive or anything? No symlinks or junctions?
  3. If that doesnt work he says a total fresh reinstall should be done although he realises thats a total PITA as it means downloading lots of data again. So it would be using the advanced reinstall option to set up a brand new Dropbox folder and letting everything download again to it - rather than moving stuff from another location, or, using an already created directory. 
    1. If you do this do you happen to have another device with your folder already on that you could try and use LAN sync with?

 


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Poor support - syncing is stuck for more than 10 days
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