Trying to contact support, but can't send the form

[Eckerr]

I'm trying to contact support concerning a restitution by using the contact form on the website. I've filled in all fields, but when clicking send, nothing happens. I've tried this in two browsers: Safari & Firefox, but neither work.

[OceanElf]

I've spent days trying to get Dropbox fixed via the support team. I've never had a worse experience with a support team. 

Firstly, they only operate 9am-5pm USA time Monday - Friday. This isn't ok for a digital company (I'm in Australia).

The chat/social media team don't appear to know much. I've been referred to specialists who only communicate via email and have a 72-hour turnaround. The specialist sent me some instructions that didn't work and I'm now stuck, with Dropbox not working and no support. 

I've been a paid customer since 2010 and am gobsmacked that this once awesome product has declined to this level. 

[Megan]

Hi @OceanElf, sorry to hear about this! 

You mentioned that you've been in touch with our specialized, and support team. Could you send me any ticket number references that you have, in order for me to locate them on our end? 

Keep me posted! 

[OceanElf]

Hi Megan

It's ticket #21882157

Things have progressed somewhat but it's still not resolved.

My Dropbox still isn't working and I've spent days trying to get clear and timely information. The problem started when I did the recent update that moved the location of DB to CloudStorage (Mac). 

I was informed yesterday that DB only provides real-time and phone support to enterprise customers.

Given the severity of the problem and it now becoming clear that DB only cares about large customers, I'm going to have to find an alternative to DB. I'm really sad about this, but I can't continue with a service that requires this much effort and angst. 

[Nancy]

Hi from me as well, @OceanElf, and I’m sorry to hear about your experience. 

I was able to locate your ticket in our system, and I’ve left an internal message to our team, so that they know you’ve reached out to us here. 

I can see that they sent you a new email recently, so please check it, if you haven’t already.

[Zongxiao]

Hi Megan, I have the same issue. When I tried the Dropbox professional version for free this morning, I received a charge of £19.99 on my credit card for a full subscription. My understanding is that the chargeback will only be made when my free trial period is over and I believe this chargeback should be refunded to me as soon as possible. But the support form can not be submitted and I tried three browsers.... Could you please also send me an email?

[Megan]

Hi @Zongxiao, let's jump right into this! 

Since you mentioned that you chose our Dropbox Professional trial, is it possible that the charge is coming from a different Dropbox account? 

If you use our self-serve look-up tool, are you able to identify that the charge is coming from the Dropbox account that you started the trial with? 

Let me know more, and we'll take it from there! 

[Zongxiao]

Hi Megan, thanks for your prompt reply. I found Dropbox has refunded me 19.99 this morning and now I do not have anything to report. Hope you have a lovely day. 

[Megan]

Awesome @Zongxiao! 

If you need anything else, you know where to find us. 😎

[skuchukh]

Hello! 

I'm unable to see the solution to this problem. I  am trying to contact support via email but cannot submit the form. I  have tried different browsers as well. I  have all the information to complete the fields of the form.

Thank you in advance. 

[Walter]

Hi there @skuchukh, sorry to hear you're having issues with this.

Can you please let us know if you're getting any specific errors when trying to submit the form to contact our support team?

Did you also try from another browser while not logged into any Dropbox account perhaps?