A large number of my files have disappeared from Dropbox.

[flip_ms]

A large number of my files have disappeared from Dropbox.

I noticed this yesterday. I contacted dropbox support. They told me that I HAVE  DELETED  the files more than 6 months ago therefore they cannot restore them.

THIS IS NOT POSSIBLE AS:

1. I have accessed these files a few months ago to update a website.

2. I have viewed these files more recently than that.

3. I DEFINITELY 100% DID NOT DELETE THEM AS THEY CONTAIN MY ENTIRE PORTFOLIO OF WORK.

4. IT WOULD BE EXTREMELY DIFFICULT TO DELETE THEM BY ACCIDENT - THERE ARE 13 ENTIRE FOLDERS AND 6 SEPARATE FILES NOT ALL ADJACENT TO EACH OTHER. THIS IS NOT JUST ONE ACCIDENTAL SWIPE.

DROPBOX ARE BLAMING A USER ERROR. THEY CLAIM NO RESPONSIBILITY FOR A POSSIBLE SYSTEM MALFUNCTION.

THEY SAY THEIR SYSTEM COULD NOT HAVE MALFUNCTIONED OR THEY WOULD KNOW ABOUT IT.

I DO NOT HAVE MY FILES AT ANOTHER LOCATION. I HAVE LOST ALL MY WORK AND ALL I GET IS THE CHAT TELLING ME THERE IS NOTHING THEY CAN DO. ABSOLUTELY SHOCKINGLY BAD. THEY WILL NOT EVEN TELL ME HOW TO ESCALATE THIS AS A COMPLAINT.

[Megan]

Hi @flip_ms, sorry to hear about that! 

Could you kindly share your ticket number reference with me, in order for me to locate it on our system? 

Keep me posted, and we'll take it from there! 

[flip_ms]

TICKET 22143652

[Megan]

Hi @flip_ms, thank you so much for the ticket number! 

I was able to locate it on our system, and checked to make sure it had been escalated, and people from the right departments checked on it. 

On my end, I can't tell you more than what they've already informed you about, since I have no visibility to the account, the files, or the deletions that took place.

The best thing you have to do is respond back to them, to let them know your point of view, and ask any further questions. 

Thank you!

[flip_ms]

Well the support have been absolutely no help at all other than to tell me that the files have been deleted and it is not possible to get them back.
Dropbox customer service is appalling. The fact that there is no phone number to talk to unless you sign up for a premium business account or whatever is terrible. A customer service line should be a basic requirement for any paying customer. They only have the chat and then move you on to email as soon as possible, then it likely takes 24 hours between responses, rather than resolving an issue the same day. I am now in the process of moving all my files off Dropbox and closing the account. Dropbox is all very well when it works, but as soon as there is a problem don’t expect any help. I had an issue with files not syncing one year ago also… it was never fully resolved and eventually support just stopped responding to me. I have asked several times how to make a complaint about the company, and they do not give me a response and say my correspondence with support is already an escalation and a complaint. They do not seem to have a complaints department as with any other normal company. Perhaps then, they don’t have to acknowledge the huge number of complaints they would get.