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My access was removed from a shared folder, why?

My access was removed from a shared folder, why?

GRSAdmin
Explorer | Level 3

I am extremely disappointed and in deep rage, with the support service, I have received recently from Dropbox.

The Support Team in Australia has refused to contact their own Specialists team.

I have a folder gone missing due to access problems which I believe is a glitch from Dropbox as none of my staff or myself has been editing or moving this folder for at least a week. I have then requested help from the support team.

The supporting staff offers me the event page link. The event page record shows that my access has been removed from the missing folder, but has then been joined back in. He told me the folder can only be shared back with me, however, none of my team members were able to see the folder. At last, he is not able to resolve my issue.

I don't blame him for not being able to offer help as I know him, being the first level of client support, may not carry the insight knowledge to deal with the internal dropbox issues. Hence, I was just expecting that he would issue me a ticket and escalate my case to the Specialists team.

This is where disappointment and rage come in. Instead of opening a ticket, he just told me there is nothing that can be done to recover the folder, everyone who faces the same issue would be in the same case. I was in total shock to receive this reply.

Dropbox has deleted files record to recover deleted folders which means all data has been stored in your SERVER, and now I was told that you can't even retrieve my data that is existing? Are you kidding me? 

THE MOST FURIOUS PART IS THAT YOU ARE NOT EVEN TRYING TO TAKE ONE MORE STEP, AND ISSUE ME A TICKET TO ESCALATE MY ISSUE TO YOUR SPECIALISTS! I NEED OUR FOLDER TO BE WORKING SO MY STAFF CAN WORK! I AM NOT EXPECTING TO RECEIVE THIS KIND OF SUPPORT WHEN I AM PAYING TOP DOLLAR FOR DROPBOX BUSINESS! AT LEAST SHOW ME SOME SINCERITY THAT YOU TRY YOUR BEST TO RESOLVE MY PROBLEM!

I AM VERY SKEPTICAL TO CONTINUE OPERATING WITH DROPBOX NOW!

 

But still, I need to have my folder recovered, otherwise, I am not able to work with my client. 

Does anyone know how I can reach the higher level of management to speak to someone who can help?

 

3 Replies 3

Re: My access was removed from a shared folder, why?'

Megan
Dropboxer

Hey @GRSAdmin, I'm sorry to hear about that, and let me see if I can help!

Do you happen to have the ticket number reference from your communication with our support?

Also, keep in mind that I'd suggest contacting any other members of the folder in question and having them re-invite you so you can get access to them. 

If they don't see the folder, have you checked the Sharing tab on your end? 

In any case, please keep me posted! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Re: My access was removed from a shared folder, why?'

GRSAdmin
Explorer | Level 3

Hi Megan,

 

Thank you for coming back to me.

 

Here is the ticket number when communicating with your support team online, Ticket #15025085.

 

My other members are not able to find the folder as well, it just disappeared from our dropbox account.

 

I have also checked the Sharing tab, there is no clue about the folder.

 

The folder name is CHAPPELL, Brent and we lost access to it on the 28th Oct.

 

Could you please assist us in retrieving the latest version of the folder? We need it urgently to perform services to our client.

 

Many thanks.

Re: My access was removed from a shared folder, why?'

Megan
Dropboxer
Hi @GRSAdmin

I can see that one of my colleagues from our Support team is working with you on that case. 

Have you provided the info on the ticket as well, in order for them to work with you on this, and see what they can find?

Megan
Community Moderator @ Dropbox
dropbox.com/support


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:arrows_counterclockwise: Still stuck? Ask me a question!
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