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Data Loss no response back from support.

Data Loss no response back from support.

Helpusersplease
Explorer | Level 3

Good Morning,

One of our users on the business account, unchecked a folder to sync, and it remove the main folder, deleting all of our files. Nothing is in deleted files, rewind shows nothing and support, after being contacted for 48 hours, has not responded had several phone conversations and they say the only thing they can do is email support. Its amazing on a business account you cant talk with anyone for help.  I am sure the support team is working hard on this but to not get any answers is very concerning.
Has anyone else had this problem?

4 Replies 4

Megan
Dropbox Staff

Hi @Helpusersplease, let's jump right into this! 

 

It sounds like you might be having an escalated case, with our Specialized restoration agents, am I right on this one?

 

If so, would you be able to send me the ticket number reference, in order for me to locate it on my end? 

 

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


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Helpusersplease
Explorer | Level 3

Ticket #22269814

 

Megan, thank you for your help.  All we are getting from other agents is we will let them know you called.  Again I am sure they are working hard but 48 hours to rewind the whole account has us lost 

Megan
Dropbox Staff

Hi @Helpusersplease, thanks for the ticket number! 

 

I can see that everything is resolved now with the help of our agent, Max. Is that right? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Helpusersplease
Explorer | Level 3
Thank you, Max was able to recover the data. I really wish as a business solution, There is more a way to communicate past level one support.
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    Helpusersplease Explorer | Level 3
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    Megan Dropbox Staff
What do Dropbox user levels mean?