Dropbox Reseller Took over my account without Permission

[Plimmer P.]

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?

[Lusil]

Hi there @Plimmer P., sorry to hear about this. 

Due to account-specific info that’s necessary to have a look into this matter, we’d have to continue this discussion over email. As such, I was able to locate your ongoing communication with a specialized member of the team. 

I’ve nudged them on this and have passed your comments along, so as soon as they have more info, they’ll get back to you on how to proceed. 

Thank you in advance for your patience! 

[Plimmer P.]

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...

[Lusil]

Hey again @Plimmer P., 

I understand how important this is for you, but due to this being a public platform, I’m afraid there’s not much that we can troubleshoot through here. For this reason, I’d recommend continuing this investigation with my colleague that you’re already in touch with via email. 

I can see from my end that they have responded to you, so please check your inbox for their latest message and don’t hesitate to get back to them with any further queries or info. Rest assured, they’ll do their best to assist you.  

Thank you once again!

[Plimmer P.]

No one has responded and I am still waiting for a resolution - it’s unethical and ridiculous that this should be allowed to happen and we have to wait MONTHS for a resolution. How about just unlinking the reseller from my account?

[Plimmer P.]

No one has responded and I still can't use my dropbox as I need too - how is this acceptable!?!??

[Mark]

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?

http://dropbox.zendesk.com

[Plimmer P.]

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!

[Plimmer P.]

No one has responded to any of my support tickets - I have been requesting this for almost a month, directly with Dropbox to resolve this situation.

Unacceptable!

[Plimmer P.]

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.