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Re: Poor levels of support - how do you escalate a ticket?

Poor levels of support - how do you escalate a ticket?

Explorer | Level 4

I have an ongoing issue on one of my PCs with Dropbox freezing its sync. See ticket 11833621

 

The Chat service was really good but now I been redirected to the support team the service has been very, very poor.  Badly worded emails, suggestions that have already been tried, instructions that contain a bucket of errors, and slow response times.

 

How do I escalate this?

 

Peter

 

 

5 Replies 5

Re: Poor levels of support - how do you escalate a ticket?

Explorer | Level 4

Just been emailed by Dropbox - their suggestion to fix my syncing problem is by telling me how to quit Dropbox!!!

 

Way beyond a joke. Poorest level of customer service ever

Re: Poor levels of support - how do you escalate a ticket?

Dropboxer

Hey there @peegee355; welcome to our Community and thanks for sharing your thoughts on this. 

 

I took a quick look in your ticket and I can see you're working with an expert of our team.

 

If there's anything we can assist with in the meantime, please don't hesitate to give us a nudge here.

 

Thanks!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Poor levels of support - how do you escalate a ticket?

Explorer | Level 4

Yes, he has.

 

He has told me to move 57,000 files out of my Dropbox (ie they are no longer being backed up so I lose all my security of having Dropbox) - and then move them in one by one to see what stops Dropbox working.

 

Really?

 

Re: Poor levels of support - how do you escalate a ticket?

Explorer | Level 4

A week on and no further forward.

 

Support told me there was faulty file in a particular folder so I have spent a week trying and failing to find that file. Lost count of how many hours I've wasted.

 

I have just removed that whole folder and guess what - sync still stops.

 

Can you not pass me onto someone that can actually pay me some attention?

 

 

Re: Poor levels of support - how do you escalate a ticket?

Explorer | Level 4

Nineteen days since I first reported this and all I've had is various flavours of "turn it off and then back on again".

 

Dropbox stops syncing on my Windows 10 PC, I quit Dropbox, restart it and it finishes syncing.

 

Will someone somewhere escalate this ticket to someone that takes an interest?

 

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