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Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Ilan R
Explorer | Level 3

Hi 

How can one  escalate a technical issue past the usual  support desk?

My files  could not be completely uploaded and had multiple synching errors. I was instructed by 2  technical support people but did not resolve  the problems . Have asked twice to escalate but no real reply.   How can that be? If the technical support cannot resolve the problem surely there is someone at Dropbox who can assist?

I have 2TB of capacity at Dropbox but currently using only 40% of it.  I wanted to upload from my HD 590 GB and succeeded to do so for 540GB , how can I find the missing 50GB.

Also it is really NOT REASONABLE to have a 2 weeks long (24x7)  process and still not be positively resolved.

Honestly very long & frustrating process .

Also , it was not possible to have a live call with support.

Does Dropbox have any European time zone support ?

 

Please your help I am lost 

Thank you

6 Replies 6

Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Walter
Dropboxer
Hey @Ilan R; welcome to our Community and sorry to hear about this.

Since you've already contacted our support team, could you provide us with your ticket's ID in order to look it up in our system?

In regards to the issue though, could you provide some additional information so that we can advise further?

For example, what was/is the desktop app reporting exactly in your menu bar/system tray?

Keep us posted!

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Ilan R
Explorer | Level 3

Hi Walter 

Thank you for your reply.

My Ticket number is #12054745.

The  menu bar/system tray? stated it's syncing and when I have set the curser on it stated the amount of files to be synched and the time it will take , and that's the way it was for 2 weeks. At this time it "supposedly" completed the job.

Thank you

Ilan

Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Walter
Dropboxer
Thanks for the additional information Ilan; much appreciated.

I have passed your comments on to your existing ticket and you should be hearing from the team soon.

Let us know if there's anything else we can assist with in the meantime. 

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Ilan R
Explorer | Level 3

Hi Walter 

You might have missed the first line of my message 

Let me repeat it 

How can one  escalate a technical issue past the usual  support desk?

I have been communicating with your help desk for over 2 weeks and still did not get my account to work as expected and as I used to work with for last few years.

Sending me back to the team is not what I have asked for .

 

My initial message that you have addressed was very partially answered by yourself.

 

For your convenience  please find my initial request with highlighted items that you have not addressed, is it the way Dropbox support is trained to answer customers frustrated situation ?

How can one  escalate a technical issue past the usual  support desk?

My files  could not be completely uploaded and had multiple synching errors. I was instructed by 2  technical support people but did not resolve  the problems . Have asked twice to escalate but no real reply.   How can that be? If the technical support cannot resolve the problem surely there is someone at Dropbox who can assist?

I have 2TB of capacity at Dropbox but currently using only 40% of it.  I wanted to upload from my HD 590 GB and succeeded to do so for 540GB , how can I find the missing 50GB.

Also it is really NOT REASONABLE to have a 2 weeks long (24x7)  process and still not be positively resolved.

Honestly very long & frustrating process .

Also , it was not possible to have a live call with support.

Does Dropbox have any European time zone support ?

 

Hope that following this message some real and active solution will be give to me .

 

Ilan Raviv

Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Jay
Dropboxer
Hi @Ilan R, according to the ticket ID, you're already in communication with the specialist team who can assist you on this matter. 

Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.Support is available during weekdays, except for Enterprise users, which is 24/7. 

Regarding time zones, this can vary depending on the agent's location.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Uploading files- it took me over 2 weeks (24x7) to upload 600GB folders to my Dropbox.

Ilan R
Explorer | Level 3

Dear Jay

 

I am not sure I understand your reply , I have approached this channel because I was not happy with the 

way / solutions given by the support ,

So now you're sending me back to them ? 

Which kind of new information /solution you have added in your reply to expedite a solution to the problem ?

Thank you , but no thank you 

 

Ilan

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