Our company has been trying to move to Dropbox from Box for two weeks now. We are using a cloud migration service recommended by Dropbox and is a Premier Partner. Shortly after starting the migration we get an error saying we hit our monthly transfer API limit and to contact sales. So I call sales who sends me to support who sends me to partners who sends me back to support who sends me back to sales who send me to support. So for two weeks no one has taken ownership to help us with this issue. I have gne through chat, emails, and phone calls without success. It is making me really reconsider our decision to switch. Box is slower, but their admin tools are great and their support was fantastic. Current ticket 5506965, closed without resolution 5502985, 5525663, 5507608, 5503369
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I hate to be the bearer of bad news but this is their MO. Whoever they are using for support is horrible. I've had huge issues getting an 18 person team up and running and when they do respond, they only ask basic boilerplate questions. Then you have to wait another 1-3 days for a response. It's insane.
That is really worrisome. Coming from Box where I had a dedicated account manager and when signing up they had one on one training sessions with the training team and any time we had questions we got fast dedicated support from specialists.
So far like you said I have only gotten boilerplate responses. This is despite them pointing me to their own docs which say to contact them to have the API limit lifted for periods of heavy usage.
I even had a Dropbox Business accounts person send me a request to schedule a phone conversation so I used her apt scheduling tool, never got a call, so I tried again and again never recieved a call from them.
I am losing a lot of money for my business here because of the lack of real support.
I have gotten the issue resolved finally, but it l litterally took months of hounding.
A business of the scale trying to cater to enterprise companies now really can't treat their cusomers like this and expect to keep them. Dropbox has amazing client sync, but that is it really. Web experience, even with the update is still treated as 2nd fiddle. Admin looks are still lacking. And Business support is non-existant.
If Box Sync wasn't so bad (they are the opposite, all the above is great but their client software stinks) I would have never switched. Google still has a long way to go and Egnyte has silly limitations as well.
Dropbox though needs to realize a great sync client isn't the be all and end off of a successful cloud business for the long term.
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