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

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

peegee355
Helpful | Level 6

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

 

 

13 Replies 13

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

peegee355
Helpful | Level 6

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?

Walter
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?

peegee355
Helpful | Level 6

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?

peegee355
Helpful | Level 6

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?

peegee355
Helpful | Level 6

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?

 

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

Lusil
Dropboxer
Hey @peegee355, thanks for getting back to us and sorry to hear about this. 

We've made sure to pass your comments along to the specialized member of our team reviewing this for you. 

Although there's not much more we can do as this is a public platform, rest assured, they'll do their best to assist you, using internal tools that they have available on their end. 

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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

peegee355
Helpful | Level 6

 

No, that is not the case. That team show  a real lack of interest, offer me solutions that have already been tried, offer solutions that do not apply to me, offer solution that is no good then take a week to come back and offer another no good solution.

 

Very, very poor.

 

And I cannot escalate it?   That is even worse!

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

Walter
Dropboxer
Thanks for sticking with us on this one @peegee355

I just dropped by to let you know that I've passed your feedback on internally. 

As for your ticket, I can see that it's still open and you're working on it with our expert. 

Please let us know if there's anything we can assist with in the meantime. 
 

Walter
Community Moderator @ Dropbox
dropbox.com/support


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

idanfo
Helpful | Level 5
No one will help you....
They dont want to admit it but it's the last version of Dropbox app!
We all have this problem.

Try to downgrade to different version and you will see that it will sync just fine!
The problem is that the app keep updateing itself back to the latest version after an hour or so....
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    peegee355 Helpful | Level 6
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    Ianfazer New member | Level 2
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    idanfo Helpful | Level 5
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