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Re: How to complain about bad support on dropbox

Super Collaborator | Level 20

Wow... Your target is too high, I think. According to my experience that's impossible. There are many users here (paying and free) which tickets are started months ago and still no any meaningful solution or even movements (I also fall inside). The only way to express your feelings, without pretension for meaningfulness, is something like that.

This will not help you, but I hope adds some clarity.

PS: I'm not a Dropbox representative, but a user like you. Dropbox representatives are labeled with "Dropboxer" next (or below) to their nickname.

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Re: How to complain about bad support on dropbox

Explorer | Level 4

Wow....

Is that a real response?  The official position?

Would love to hear feedback from the CEO on that.

But I guess he's not bothered by these small meaningless things like unhappy paying clinets.

NB perhaps dropbox should read books like "I was your customer" by Peter Cheals, or any of Tom Peters, Jim Collins etc.  There's loads on customer service out there and case studies on the ultimate succes or faulure based on this core service.

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Re: still no solution after six weeks on dropbox professional

Explorer | Level 4

And another day has gone by and no response from the technical team, despite my mailing them again yesterday

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Re: How to complain about bad support on dropbox

Explorer | Level 4

And - as if dropbox actually WANTS to prove the point - there is still no response on this critical issue from the "highest priority, advanced support" person Isaac, despite me mailing him daily.

Incidentally, no response from Aragon at accounts either.

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Re: How to complain about bad support on dropbox

Super Collaborator | Level 20

Ooohhh Isaac... Yes. The person I also have one email from:


Isaac, Sep 10, 5:55 AM PDT:
Hi Zdravko,

My name is Isaac from the support team.

Harry is ill and I will take over from here.

I know you’re waiting for a reply, and I just wanted to let you know I'm still working on a resolution. I've also added another specialist to this email—we'll be working together to get an answer for you as soon as possible. We should be able to reply soon with more info.

I will enquire about your questioning and there may be a feature request here but I will have to wait and see.

Please don’t hesitate to reply to this email if you have additional questions or concerns.

Thank you for your patience, cooperation and for using Dropbox.

Regards,
Isaac

I don't want disappoint you, but note the timestamp! And still nothing changed, all is the same till now. For me this story started at Jul 26 (first email timestamp). There isn't any feature request in my question, but expectation - for documented application behaviour: to work... as is already documented, nothing new. Note how they are trying twist everything to excuse application misbehaviour (not only Isaac personally, but most of them - I already lost their count).

I'm saying this you just to be ready. Accept everything with some irony and don't let them make you mad.

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Re: How to complain about bad support on dropbox

Explorer | Level 4

Thanks Zdravko Yes - that's exactly my experience with dropbox support. They never actually answer anything, just keep you hanging on.

It is infuriating.

Actually, it is disgusting that a company can take your maony and not actually support you, not escalate, have no way of contacting a senior person.

Unethical.

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Re: How to complain about bad support on dropbox

Dropboxer
Dropboxer

Apologies for not getting back to you earlier on this @TD-SA/@TD_SA

I’ve checked in with our specialist team and can assure you they are looking into this and will get back to you with an update as soon as possible.

I'll keep an eye on your ticket until we get this sorted out.

Thanks for bearing with us!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

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Re: How to complain about bad support on dropbox

Helpful | Level 7

Hi again Jane, or whoever else is out there I just cannot get dropbox support to even answer their tickets. They are clearly unable to solve the problem, but now I have asked just to restore back three months when the problem started. BUT I cannot even get them to answet.  Three days in a row I have messaged them but not a single response.

And I'm a pro paying clients with a business account as well.

Dropbox has become a company I truly hate - and all because of the absolutely disgusting support.  A fact I am spreading far and wide.

HOW DO I GET SOMEONE TO ANSWER ME??????

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IMPOSSIBLE TO GET SUPPORT FROM DROPBOX

Helpful | Level 7

The support team just simply doesn't return messages.

This despite the fact I am a pro user and a business user - 2 paying accounts.

The problem has persisted for almost three months.

They close the ticket. I repoen. They don't reply - three days in a row and no reply.

This is unethical. A rip-off. and THE WORTS support I have evr experienced in my life.

 

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Re: IMPOSSIBLE TO GET SUPPORT FROM DROPBOX

Dropboxer
Dropboxer

Hi there @TD-SA, I'm really sorry to hear about this!

Would you be able to provide me your ticket number (eg. #1234567) so that I can locate this in our system and have a look there?

I'd be more than happy to help in any way I can, if you wouldn't mind providing a little info on the issue that you're having, I can try and assist you from here.

Let me know - thanks!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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