Dropbox deleted hundreds of files!

[dfpartridge]

I got a new computer (MacBookPro) and tranferred my old computer image to my new one. No issues. Dropbox (Personal) folder contained all of the files I expected to be there.  About two weeks ago, I enabled Dropbox on the new computer and suddenly, hundreds and hundreds of my files (mostly photos) are missing from my hard drive. I have been through 4 "support" specialists, each of whom claims Dropbox can't delete files. So, it's either human error or a software error, and I KNOW I didn't delete those files. I even have a list of a lot of files that were deleted provided by one of the support techs, but the latest "recovery" tech is telling me it was a problem on my old computer that happened 6 months ago and they can't help. I'm calling bull.  I'm so frustrated with the "support" only going through email, not being able to talk to someone, they can't solve or admit to the problem, they won't escalate it to a competent tech, and here I am missing hundreds and hundreds of valuable files.  Anyone had a similar experience? Any ideas for recovery? Thanks.

[Walter]

Hi @dfpartridge, thanks for posting on our Community and sorry to hear about this.

Could you please let us know your ticket ID so that we can look it up in our system?

Also, do you see those deletions in your events page? How exactly are they logged there?

Keep me posted!

[dfpartridge]

Hi Walter,

The ticket number is 20218664.

I can't see the deletions on my events page, but one of the support staff sent me a link to an events page (on their end??) that shows hundreds of files deleted.  I can share the link or the recorded screen grab I took if it would help.

Thanks for looking into this. Support seems to be ignoring me now. Last email was three days ago. (Maybe because of New Years)

[Nancy]

Hi from me as well, @dfpartridge, and Happy New Year!

I was able to check your ticket number and I can see that our advanced team has replied to your message and provided more details on the matter.

Can you please check it, when possible, and let them know in case you have any further questions?

[dfpartridge]

Nancy,

I just replied to the email from Tony. He suggested a lot of possibilities, but none that apply to my situation.  I just don't buy that the files were deleted from my old computer 6 months ago when I was using them on my new computer two days before they were deleted.  There are only two possibilities:  user error or software error. I did NOT delete the files.

[Megan]

Hi @dfpartridge, feel free to respond back to the email, and let the agent know about any concerns you might have. 

That'll help them further continue with the troubleshooting. 

[dfpartridge]

I did reply to the email, thanks!

[dfpartridge]

I'm not getting satisfactory responses.  I'm being told that I deleted hundreds of files myself from my old computer, one that I'm not  even using anymore.  I'm being shown an "event" that list SOME of the files, but not all of them. It doesn't include any dates or timestamps or file locations or folders or user names. It just shows some of the file names, yet I'm being told that I deleted hundreds and hundreds of VALUABLE files from my own computer six months ago. This is so unacceptable and so frustrating.  I am trying to understand what REALLY happened so that I can make sure it doesn't happen again. I know I didn't delete the files, and that dropbox did.  How do I make sure it doesn't happen again?  Was it user error or software error? Do I need to change my workflow for storing and backing up my files on dropbox (apparently so)? Or should I just abandon Dropbox and more to a more secure platform? Can I get a refund for the time I was using dropbox and it was mysteriously deleting my files?  Is there anyone who can tell me what really happened? I just want someone to honest instead of giving me a run-around. It feels like you are just trying to run out the clock on the 30 day window for file recovery, which one of the support techs told me had already expired.