TERRIBLE SUPPORT SERVICE

[ScooterKP]

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?

[floatstorage]

I, too, would LOVE to talk to someone in Support Services.  I have a problem that does not fit into any of the categories listed.  It has to do with a computer crash on a MAC Desktop, and how the recovery process absolutely screwed up everything on my MAC when it was eventually restored.  I am a relative novice and I do not know how to get it back "in sync" especially as I have added new files and folders to the MAC side since the crash.  I am even willing to PAY for this support service.  I am that desperate!  PLUS, I have since also purchased a MAC Book Pro that I would like whatever we do on my MAC Desktop, duplicated on it.  And if you want to listen to a story on the crash and how Apple mishandled the recovery using their TimeMachine program, I'll be happy to tell you but you better have about an hour!

[SteveRuem]

Get an alert that says: Couldn't start Dropbox. This is usually because of a permissions error. Storing your home folder on a network share can also cause and error. 

then this:

bn.BUILD_KEY: Dropbox

bn.VERSION: 131.4.3968

bn.constants.WINDOWS_SHELL_EXT_VERSION: 48

bn.is_frozen: True

machine_id: 04287033-6406-5552-bf1c-f7e634064aef

pid: 27863

ppid: 1

uid: 502

user_info: pwd.struct_passwd(pw_name='steveruemmele', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Steve Ruemmele', pw_dir='/Users/steveruemmele', pw_shell='/bin/bash')

effective_user_info: pwd.struct_passwd(pw_name='steveruemmele', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Steve Ruemmele', pw_dir='/Users/steveruemmele', pw_shell='/bin/bash')

euid: 502

gid: 20

egid: 20

group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])

effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])

DYLD_LIBRARY_PATH: None

cwd: '/'

     real_path='/'

            mode=0o40755 uid=0 gid=0

     parent mode=0o40755 uid=0 gid=0

HOME: '/Users/steveruemmele'

appdata: '/Users/steveruemmele/.dropbox/instance1'

         real_path='/Users/steveruemmele/.dropbox/instance1'

                mode=0o40700 uid=502 gid=20

         parent mode=0o40700 uid=502 gid=20

dropbox_path: '/Users/steveruemmele/Dropbox (Personal)'

              real_path='/Users/steveruemmele/Dropbox (Personal)'

                    mode=0o40700 uid=502 gid=20

              parent mode=0o40755 uid=502 gid=20

sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'

                real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'

                      mode=0o100755 uid=502 gid=20

                parent mode=0o40755 uid=502 gid=20

trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

                real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

                      not found

                parent not found

tempdir: '/var/folders/gs/ym1b1wcn7tz_wd32nrglfnzm0000gp/T'

         real_path='/private/var/folders/gs/ym1b1wcn7tz_wd32nrglfnzm0000gp/T'

                mode=0o40700 uid=502 gid=20

         parent mode=0o40755 uid=502 gid=20

Traceback (most recent call last):

  File "dropbox/client/main.pyc", line 808, in wrapper

  File "dropbox/client/main.pyc", line 6525, in finish_dropbox_boot

  File "dropbox/client/message_queue.pyc", line 307, in _wrapped

  File "dropbox/client/main.pyc", line 6052, in _init_components_for_account

  File "dropbox/client/main.pyc", line 5976, in create_sync_engine

  File "dropbox/sync_engine_boundary/factory.pyc", line 226, in make_sync_engine

  File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 280, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 219, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 152, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 217, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 587, in _init_new_engine_locked

  File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 182, in __init__

  File "desktop/extensions/nucleus/nucleus_python.pyx", line 76, in nucleus_python.NucleusSyncEngine.__cinit__

nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to register icons |>> Opening dst |>> open syscall |>> Permission denied"

[Megan]

Thanks for the fast reply @SteveRuem!

Can you follow these steps and perform an Advanced re-install? 

Let me know how it turns out!

[SteveRuem]

Getting this on the Terminal

Mac-mini:~ steveruemmele$ sudo chown "$USER" "$HOME"

Password:

Sorry, try again.

Password:

Sorry, try again.

Password:

sudo: 3 incorrect password attempts

Mac-mini:~ steveruemmele$ 

Mac-mini:~ steveruemmele$ sudo chown "$USER" "$HOME"

Password:

Sorry, try again.

Password:

Sorry, try again.

Password:

[SteveRuem]

Nevermind, I entered my computer's password...

[SteveRuem]

It worked, thank you!

[Ianfazer]

I never knew that Dropbox support would be this horrendous. Getting help from them is so difficult and there seems to be no urgency from them in resolving the issues we face. Just your typical generic email replies such as "our engineers are looking into it" and thats that. It's coming close to about 2 weeks now and issue is still not resolved. 

I have been a dropbox customer for close to 10 years now and is on a dropbox business advance plan. Previously, we were on a reseller but this time, we decided to go directly with dropbox instead. Here's where my nightmare started. 

I was advised to create a new account and thereafter, port over my team and files using the trusted team option and proceed to disband my current account - which i dutifully did. 

Once done, none of my team were able to join in as team members and our files weren't able to be ported over. 

We emailed and call support and all that we get were just generic email replies. They don't understand the urgency of the matter despite me telling them that we needed this to be resolved asap as my business is severely impacted by their delay. I offered them what can i do to help expedite this such as screen sharing, going into the issue in details etc but no response. 

They lack empathy and don't seem to understand that businesses and livelihoods are at stake here. 

2 weeks have almost passed but we have yet to make any progress. I truly regretted renewing my account with dropbox (I got a much better deal with Onedrive which i now regretted my decision) knowing this is the kind of support dropbox provides.

To all others out there, think again should you need to purchase or renew your account with dropbox. When all is good, dropbox is wonderful. But when you need is assistance, dropbox don't give a **bleep** about you. 

[Mark]

Sadly. I can only agree. 

I have a ticket that isnt resolved after 8 months just randomly closed. Had it reopened and based on this post just gone back to check and its just been closed again without comment/resolution

[Megan]

Hi @Ianfazer, I hope you're doing well this Monday! 

I managed to locate your ticket in our system and passed your comments onto our support agents working on this. 

Your words have been quite helpful, and I will do everything I can to ensure that your voice is heard. Sorry that this wasn't the experience you had in mind, and hope to change it in the future. 

Also, @Mark, would you like to share your ticket number with me, so I can investigate further? 

Thank you both.

[Ianfazer]

Hi Megan,

As mentioned, I really need this issue to be resolved. It's been more than 15 days and we are still back at where we started. 

Your support team hasn't been timely in providing updates and see the urgency in the matter. 

I don't need your diplomatic answers that your team is looking into it. Just resolve this asap. Let me know if you need me to get on a call or something so that i can resolved this immediately. 

That's all I'm asking for.