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I'd like to chat in to Dropbox Customer Support, though I was asked to email instead. Why?

New member | Level 2
New member | Level 2

I have a customer support question...DropBox does not have a chat feature as many other companies do...I was asked to send an email, which I did...the response was that I will get a reply within 1- 3 days...incredibly slow!!!

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Dropbox Customer Support is disappointing

Super User II
Super User II

@BMHREAL wrote:

DropBox does not have a chat feature as many other companies do...


Actually, Dropbox has not only live chat, but phone support as well, if you have an account that includes those options. For Basic (i.e. free) accounts, your only option is opening a ticket and waiting for a reply.

Replies take approximately 1 - 3 business days with Plus, Professional and Business users getting priority (longer for Basic users).

If you have a Basic account and you want a faster response, you can upgrade to a Plus account and open a new ticket. If the issue you have is time sensitive, upgrading for just a month is sometimes worth it.

You can track your tickets here: https://dropbox.zendesk.com

View solution in original post

3 Replies 3
Highlighted

Re: Dropbox Customer Support is disappointing

Super User II
Super User II

@BMHREAL wrote:

DropBox does not have a chat feature as many other companies do...


Actually, Dropbox has not only live chat, but phone support as well, if you have an account that includes those options. For Basic (i.e. free) accounts, your only option is opening a ticket and waiting for a reply.

Replies take approximately 1 - 3 business days with Plus, Professional and Business users getting priority (longer for Basic users).

If you have a Basic account and you want a faster response, you can upgrade to a Plus account and open a new ticket. If the issue you have is time sensitive, upgrading for just a month is sometimes worth it.

You can track your tickets here: https://dropbox.zendesk.com

View solution in original post

Highlighted

Re: Dropbox Customer Support is disappointing

Dropboxer
Dropboxer
Hey @BMHREAL, I’m just following-up on your inquiry, as I couldn’t locate a support request on our system. Is there a ticket ID to reference? Please let me know your ticket# here , so as to look it up internally & make sure to put your request to the attention of a colleague as soon as possible. 
 
(Note: Your ticket number should be a 7-digit number, which allows us to look for your ticket on our system. You should be able to see it in the email heading that you receive shortly after you submit your request.)
 
Alternatively, could you include a bit more detail in regards to the issue you’re facing, in order to check back with you on this discussion? Thanks in advance!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

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Highlighted

Re: I'd like to chat in to Dropbox Customer Support, though I was asked to email instead. Why?

New member | Level 2
New member | Level 2

Dropbox features SUCK!! Limiting support to different tier accounts is unheard of. I've paid for my Dropbox account for seven years, only needed support four times. For billing and file requests. Found no optimal way to communicate. Way behind the times Dropbox. You need one platform that supports with voice, chat, screen share, rate agent. 

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