Dropbox Business ticket resolution is appalling - help please!

[Monique Broadhurst]

Has anyone had either of these two issues?  This is a fomral complaint I have sent to Dropbox for Business - with no response!!!!!!

I have two issues:

1. The length of time it has taken / is taking to roll my account back – see ticket number (deleted in this post)
2. The lack of communication about the status of the ticket and obvious inefficiencies within the Dropbox infrastructure

The length of time it has taken / is taking to roll my account back

This issue has been open for 7 days.  Seven days. It was last touched on Friday – this is marked as PRIORITY

Your SLA is a one day turnaround for Dropbox Business users.  This is late by SIX DAYS.

The lack of communication about the status and obvious inefficiencies within the Dropbox infrastructure

Dropbox has provided no update to this ticket at all. Any feedback I have received, I have had to phone and ask for.

Not only have I been told that I need to phone in ad Infinium so that your customer service agents can keep escalating this ticket, I have not received any updates at all from your resolution team. 

No one has come back to me, no one has contacted me.  Any updates I ask for are met with an unacceptable, vague answer with no resolution date in sight.  I am told that Dropbox is struggling with ‘things’ and the volume of tickets – has Dropbox been hacked and you don’t want to tell anyone…?? Whatever the case, this level of service is pathetic and unacceptable.

We are growing fast as a Business and I have just moved from One Drive to Dropbox – do you really think that I will stay with Dropbox or even promote you after this? My team have not been able to work on our data repository for a week. THIS IS RUBBISH SERVICE.

I want you to:

1. Resolve the ticket within the next 2 working days
2. Communicate to me the reason for the delayed response and unacceptable service
3. Offer some compensation for the truly unbelievably disgusting service I have been receiving.

Sort it out Dropbox team.  And soon … otherwise, I will be taking this to the public. 

Any help, any at all about how you may have got this resolvedwould be very welcome - it's like hitting your head against a brick wall.  

[Martin Katz]

How did you even contact them?  I can only submit a request by email and expect a response in 12 hours?  Any way to get anyone on the phone???

[Monique Broadhurst]

Yes, there is a way to get someone on the phone.  As a business user, go to your admin console and then to Help on the LHS - it shows a phone number and in order to talk to them you need to generate a pin that you can do from there too.  I have to say, though, that the staff are not enabled to resolve matters, simply log your issue.  But it's better than sending an email into the abyss.  Best of luck. It's a pity you have to get rude to get service.

[Daphne]

Hello @Monique Broadhurst, I'm sorry to hear about your experience!

I was able to locate your ticket with our Support team and I've made sure to pass along your comments to my colleague there, just to keep them in the loop. 

I saw that they got back to you recently in regards to this case, did you receive their email reply?

Let me know - thank you!

[Monique Broadhurst]

After posting this, they only then rolled my account back - 6 days too late.  They have not resolved this though as I am still waiting for point 2 (a reason why this happened) and 3 (some compensation for the delay).

I am still supremely unimpressed with the Dropbox service.  Fixing the problem is not a resolution.

[Daphne]

I completely understand @Monique Broadhurst.

My colleague you're in contact with about this will do everything they can to assist you regarding this, and I've again let them know that you reached out to us here.

Thanks!