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What is the email to complaint or escalation email to the customer service?

What is the email to complaint or escalation email to the customer service?

irvin21
Explorer | Level 3

The chat from the dropbox customer service has promised that I can sign up for the family plan. Upon signing up, there is no such options. 

 

I tried to follow up with the customer service but was ignored.

 

Could anyone out there how to get them to response or how do I escalate to their management?

 

Attached are my records : 

 

Chat with Aliyah

 Dec 31 2020, 2:26 AM UTC

 FROM URL: https://snapengage.dropbox.com/support [1]

 Hi there, 🤖Dropbot here, ready and willing to answer your Dropbox
questions. You can ask me about account access, plan details, storage,
and more. You will never be asked to share any personally identifiable
information. What do you need help with? (For options, type
‘menu’).

 Dropbot

 menu

 Me

 Here’s what I can help you with:

 Dropbot

 Storage & Plans

 Me

 Ok, let's narrow it down.

 Do you want to:

 Dropbot

 Type your own question

 Me

 Ok. What's your question? (For options, type 'menu').

 Dropbot

 Currently I am using [personal information removed per the Community's Guidelines] to login and access. I
noticed that you have a family plan.

 Me

 Oops. I'm not finding any relevant answers. Can you ask that another
way? (For options, type 'menu')

 Dropbot

 Can i subscribe to the family plan by using the same domain?

 Me

 Great.

 Would you like to:

 Dropbot

 Talk to a plans specialist

 Me

 Great, please note: Plan advisors only offer advice on paid upgrades.
Please hold while I transfer you to the next available plan advisor.

 Dropbot

 Happy to help you with any Dropbox questions you have! What can I
assist you with today?

 Aliyah

 Currently I am using [personal information removed per the Community's Guidelines] to login and access. I
noticed that you have a family plan.Can i subscribe to the family plan
by using the same domain?

 Me

 Happy to help you with this today! You are able to upgrade your
current plan to the Dropbox Family plan. Changing from one Dropbox
plan to another is really simple! All of your files and folders will
migrate seamlessly with you, so you don't have to worry about
re-syncing or losing information. Would you like me to send you a link
to the Family plan to sign up?

 Aliyah

 yes, please. So i will be using another 6 email which has the same
domain to sign up.

 Me

 Here is a link to the Family plan:
https://help.dropbox.com/accounts-billing/plans-upgrades/dropbox-family-plan
You are able to upgrade your current account using your current email
address. Then once you have created the account you can invite anyone
to join the plan with you! Users are able to use any domain they need
for their account.

 Aliyah

 Ok, noted with thanks

 Me

 You're very welcome! What else can I help you with today?

 Aliyah

 how can I save our conversation for record purposes with this chat?

 Me

 You can send yourself a copy of this conversation by clicking on the
circle icon with three dots in the middle on the bottom right hand
corner of this chat window. From there, you'll be prompted to enter
your email address. Press "Okay" and you'll be sent a copy of this
chat after we're done. :slightly_smiling_face:

 Aliyah

 thank you

 Me

 My pleasure! There’s a quick survey once the chat ends, let us know
how we’re doing! Have a wonderful day 🙂

 Aliyah

 Chat again [1]



Links:
------
[1] https://snapengage.dropbox.com/support





HI ,

REFERRING TO THE CHAT ABOVE, WE COULD NOT FIND ANY SUBSCRIPTION FOR THE FAMILY PACKAGE OFFERED IN YOUR SYSTEM USING EMAIL ACCOUNT :  [personal information removed per the Community's Guidelines]

APPRECIATE YOU CAN CHECK AND REVERT AS SOON AS POSSIBLE


REGARDS
IRVIN

1 Reply 1

Re: What is the email to complaint or escalation email to the customer service?

Rich
Super User II

@irvin21 wrote:

The chat from the dropbox customer service has promised that I can sign up for the family plan. Upon signing up, there is no such options.


Did you follow the link that they provided to you in the chat? Following that link takes you directly to the Family plan page where there's a blue button that says Buy Dropbox Family. Alternatively, you can click the following link which will take you to the same page to purchase the Family plan:

 

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