Enquiry on customer dissatisfaction

[annefm]

Hello,

I am doing research on Dropbox as part of a marketing class at Harvard University.

From the netnography I have performed, I have noticed a lot of complaints on customer service, billing, technical issues on Instagram but there are no replies to these comments.

On the Dropbox Business Twitter account, I noticed a lot of complaints on price, lack of satisfaction with product features, customer service and technical issues.

On the Dropbox Support Twitter account, I noticed a lot of issues regarding file syncing/sharing, technical issues, program updates and billing.

My study is mainly focused on business (paying) customers and I am wondering what you are doing to alleviate these complaints?

Thank you for your response, in advance.

Anne

[Fiona]

Thank you for joining our Community and for raising this thread @annefm! 

Our official Support channel are:

1. www.dropbox.com/support Email and chat support (for users that have the ability to chat/paid accounts)
2. Live Support (calls and chats) for Business Admins, via their admin console and the Help section.
3. Twitter, Facebook and Community for everyone. 

It is also worth pointing out that in Community, Twitter and Facebook, due to security and privacy reasons, we are unable to see information for your accounts or your Dropbox accounts, even if you provide us with details. 

Having said that, even though we are doing our best to support, there are support requests we cannot address properly or fully solve via social media and the Community. I personally find Twitter and our Community. a place where people express their opinion and give feedback. We review everything but we help where people that express  they wish to get help. For billing/account issues we offer steps they can take on their end or redirect them to our support channels where we can take action on our end. 

We would be happy to see you back in our Community with more to discuss or any Dropbox questions you might have! 

Thank you once more for posting.