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TERRIBLE SUPPORT SERVICE

TERRIBLE SUPPORT SERVICE

ScooterKP
Explorer | Level 4

I am extremely angry with the unbelievably bad service from Dropbox.

The Support Team in Australia as NO WAY OF CONTACTING their own Restorations Specialists team in the US.

Having opened a ticket 4 days ago, I have not had my issued solved, I have emailed the US consultant repeatedly for an update (he told me it would take an hour to restore my lost job folders, 3 days ago), I have called the Support team repeatedly for a status report but they have told me they have no internal communication with the other department. HOW CAN THIS BE POSSIBLE?

I am paying top dollar for Dropbox Business for the assurance of seemless business operation but yet no one can tell me what is happening, I am not receiving replies to my emails, and nobody by phone can give me an update. 

I cannot work without my files. I wrongly believed that storing them in Dropbox alone they would be secure.

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

1 Accepted Solution

Accepted Solutions

Re: TERRIBLE SUPPORT SERVICE

Frank_S
Dropboxer

Hi @ScooterKP,

I've taken over your support case and am working on your restorations request now. Sincere apologies for the delays in processing the restoration thus far - I'll follow up with you on progress via the support ticket you created. 

Frank

View solution in original post

12 Replies 12

Zero help from Dropbox "Support"

ScooterKP
Explorer | Level 4

Does anyone know how to contact senior management at Dropbox?

I was referred by the Australian "Support" team to a Restoration Specialist from another department.

I had one encouraging email from a specialist call Jay 3 days ago say that it would take an hour to fix my problem. 3 days later, it is still not fixed, he is not responding to my email enquiries regarding status.

I have called the Australian Support Team each day only to be told they do not have any contact with the other departments, so cannot tell me how my ticket is progressing.

Where do I go from here? Can a senior manager contact me please who has access communication with all departments to resolve my problem immediately?

I am on a Business Plan and am shocked to find both that my files are not secure within Dropbox and there is no effective support from the company. 

Re: Zero help from Dropbox "Support"

Lusil
Dropboxer

Sorry to hear that, @ScooterKP

Initially, please note that I've moved your second post here so as to keep troubleshooting efficient for you. 

As per your concern, I was able to locate your ongoing communication with a specialized member of my team and have passed your comments along to them. I can see that they replied to you via email, so please check your inbox for their latest message. Rest assured, they'll do their best to assist you.

In the meantime, if there's anything else I can help with, don't hesitate to give me a shout. Thank you in advance!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: TERRIBLE SUPPORT SERVICE

Frank_S
Dropboxer

Hi @ScooterKP,

I've taken over your support case and am working on your restorations request now. Sincere apologies for the delays in processing the restoration thus far - I'll follow up with you on progress via the support ticket you created. 

Frank

View solution in original post

Re: TERRIBLE SUPPORT SERVICE

ScooterKP
Explorer | Level 4
Thanks Frank. It’s great to hear back from somebody! I have replied to you via email and I trust this will be resolved quickly.

All the best -

Re: TERRIBLE SUPPORT SERVICE

martinboul
Explorer | Level 3

I have the same terrible experience.

Am waiting for a reply now since march 16 and still no reply, while I  am paying more than 800 Euros per year for a business account, without any service.

Am looking for an other product because I dont want to pay for nothing.

 

Re: TERRIBLE SUPPORT SERVICE

Emma
Community Manager

Hi @martinboul, I'll take a look at this for you. Could you let me know what the issue was?

Re: TERRIBLE SUPPORT SERVICE

Simen M.
New member | Level 2

I can also confirm, Dropbox support is bull**bleep**, thier responses take for ever, i mean days between, and the answers so far have been generic and of little help. In the end I had to spend the hard time and fix the issues myself. So much for a payed service.

Re: TERRIBLE SUPPORT SERVICE

huthbot
New member | Level 2

I am lost in the DB system. Some reason my personal account is linked to a business account that is no longer active even though the contact and billing info are personal. I just now upgraded to a business account (how can I upgrade to a business account if they say Im already part of a business account?). But some how I upgraded, of course the payment processed and now it shows no chat option. Thats false advertising. I even messaged someone at sales and they said you have to wait for an email reply. 

Re: TERRIBLE SUPPORT SERVICE

Lusil
Dropboxer
Hey there @huthbot, I'd be more than happy to help look into this with you!

It sounds like you may be part of a free team. 

If you are only a member, you can leave it by following the steps mentioned at the bottom of this article

Could you give it a try and let me know how it goes?

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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