I am a long time Dropbox user - I have always purchased directly with Dropbox and last year I received a call from Dropbox a Saphire asking me if I would like to "get the most out of my dropbox".
It was a free, no obligation assessment to see if I was getting the most out of it and a free trial of Dropbox Enterprise. As I used Dropbox for everything, I was opening to learning more about whether or not there was more options for me.
A reseller came in and showed me some "team features" - but in the process broke all our linked features to our templates and caused a whole lot of damage to our files that I had to get someone else in to fix the template.
Later on we got a trial version of Dropbox Enterprise that we upgraded to a full account, and had someone else set up for us, only to find out this guy had set himself up as our reseller. Now he wont' relinquish the account - we had NEVER signed anything to say we agreed to him being our account manager or anything of that nature, and we had already paid Dropbox directly for services.
I've been waiting for months for Dropbox to remove him - I dont' want to be contacting him by phone every time I want to add a user, which I can't do currently.. we need more users and we can't upgrade, downgrade or do anything and Dropbox have been extremely unhelpful. What should we do?
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I've already contacted support - it was the first thing I did.
I've been waiting for them to do something about it and it's taken weeks, I have been sending them daily messages asking them for an update, and they don't reply to my emails.
Out of desperation to get answers, and a resolution, I have come here.
I can't add any additional members to my team, and its' ridiculous to call it support when no one answers your emails, responds to your requests and I DID NOT ask for a reseller to take over my account...
Support isnt available over the weekend I'm afraid @Plimmer P.
In terms of the issue have you checked to see if anything has been replied to at ZenDesk?
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I contacted support on Thursday, after they did not reply I contacted them again on Friday.
I contacted them on Tuesday explaining I had a meeting on Wednesday in which I needed to add additional memebers.
I have been trying to resolve this since FEBRUARY.
I have supplied information to Dropbox Support that I have paid for my own account in Sept, and I did not ask for the reseller to take over my account, as per the back and forward correspondence I supplied Dropbox Support.
Your reseller has hijacked my account, and did not have any signed agreement, nor did he say what he was doing when he went into my account - he just took it over. I already had paid for my account. I have asked him to remove himself from my account for months.
Your reseller program is a joke, Dropbox called me and asked me if I would like to get more out of my account - if anyone can go into someone's account, and you're introducing it as a "get more out of your dropbox" - you are liable! You're creating this problem. Of course people will say, yes, I would like a FREE, No obligation consulatation to see if I am getting everything out of my dropbox.
You don't expect someone to HIJACK their account!
It's the first thing I did - I also don't work over the weekend, which is why I have been making my requests on Thursday's and Fridays, to follow up with emails I sent on Monday or the previous Thursday or Friday.
I don't think it's unreasonable to expect, especially as this is a business account with over 20 users, that this should be resolved quickly - I am now at a month, just with the support desk.
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