Dropbox no longer overwriting files

[aisb]

A few days ago, Dropbox stopped overwriting files when I edit and re-save them. Now, every time I edit one of my files on iPad and save to Dropbox, it creates a new file ending in (1). It used to simply update the file. I've tried re-installing dropbox and Illustrator (the app I'm saving from), but it hasn't worked. I've also tried saving from Procreate and the same issue occurs. Is there something else I can try? Thanks!

[Nousmedis]

This is the same bug I've noticed about a year ago. It's intermittent: it comes, you suffer it for about 2-3 months, and then goes with the nth Dropbox update. The sad part is the support staff is absolutely of no help (or worse) and they like to send instructions like: "please, turn off your TV set, wait for 5 minutes, then turn on again and everything should work again...", no matter you're not asking for help about any TV set at all...

[Hannah]

Thanks for the feedback here, @Nousmedis, I'll make sure your comments are passed along to our team.

Are you also facing this issue?

[mislsur]

I usually open from Illustrator, then once I’m done editing, I re-export to Dropbox  tellculvers com survey taco bell breakfast hours

[aisb]

The most recent ticket number I’ve been using is #17021399. The one before was #16958130.

They keep giving me busy work. Now I’m being asked to provide evidence of the same issue happening on other apps (if they had asked me for this upfront I’d be less annoyed, but this is after weeks of this person simply ignoring this element of the problem and telling me to update my already updated iPad or contact Illustrator).

Then, they said I needed to respond to this request within “a few days” or they’d close the ticket. The next day, before I’ve had time to attend to it, of course they closed it. I’m so beyond mad. I’ve wasted so much time on this issue. 

I agree with the person who said there should be some onus on the support team to replicate the problem, but they ignored me when I asked if they’ve tried to do the same thing on their end with an iPad.

I’m so tired of this dialogue, but I’m also feeling pretty furious at the communication I’ve been trudging through. If they don’t know what’s wrong and it therefore can’t be fixed, that’s fine, just tell me that so I can switch services. Being sent in circles is the worst.

[Jay]

Hi @aisb, from the ticket ID, it appears you're in communication with a specialist, so they would be better placed to assist you further. 

I've gone ahead and prioritized the ticket in order to expedite matters on your behalf.

[aisb]

This person is not a specialist in any sense of the word. They're ignoring most of what I tell them, and their only solutions have been to update my iPad after I've told them it's up to date, or ask all the other apps to fix the problem for them. Isn't there someone else I can talk to who will treat me with at least enough courtesy to listen to me when I say my iPad is already up to date?

[aisb]

I just got told AGAIN by this specialist to open and edit Illustrator files via the Dropbox app to resolve the problem. This cannot be done! A month later, and I’m back at the beginning of this insane loop. What on earth is going on with the support team??

[clira]

“specialist”

For the life of me, I can’t understand why they can’t just investigate, reproduce, and fix this on their own.  We have all provided adequate repro steps.  I’m a freeloading no-pay user so I have stepped back but this affects their paid users as well.

This seems to be a common thing, unfortunately.  Amazon always takes the “wear them down and hope they go away” approach.

[aisb]

Honestly, the degree of time wasting reads like contempt for their users. I am a paid member. I want the last month refunded, but I’m not sure how to go about it. Who is responsible for consumer rights in situations like this?

When I asked them to reproduce the issue themselves, this is what they said:

“I have tried editing files from an iPad and confirm the files synced like normal. No duplicate.

I think the issue here, is you are editing the files in illustrator, and trying to export to Dropbox.”

…as if this isn’t the issue I was raising in the first place, over a month ago, and the very thing I’ve been discussing through 30-odd emails with this same person.

[clira]

Isn't editing files in Illustrator, or a spreadsheet in Numbers(in my case) and then exporting the updated file to Dropbox a normal and anticipated use case for Dropbox?  The thing is- it used to work.  They broke it in an update, just like they have before.