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Is dropbox business support always unhelpful?

Explorer | Level 3

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

8 Replies

Re: Is dropbox business support always unhelpful?

Super User II
Wow. Thats really bad... wish i could help (I dont work for them) but just wanted to chime in and say 'yikes'.

 


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Re: Is dropbox business support always unhelpful?

Dropboxer
Hi there,

We're really sorry to hear about this situation. Please be assured your case is being dealt with by one of our specialists. Thank you for your patience throughout this process.

Thanks,
Vicky

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Re: Is dropbox business support always unhelpful?

Explorer | Level 3

Unfortunatly we are midway through week 3 and still stuck and reponsibility still keeps getting passed around. This shouldn't have taken more than a couple days to solve.

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Re: Is dropbox business support always unhelpful?

New member | Level 2

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. 

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Re: Is dropbox business support always unhelpful?

Explorer | Level 3

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.

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Re: Is dropbox business support always unhelpful?

Helpful | Level 6
I've run into this as well with dropbox business support -- there are only a handful of people there that really know what they are talking about it seems. Usually no one will take ownership. It's very frustrating for me. Many of their support staff aren't native english speakers so that can cause problems. Also, for me, there's a LONG voice delay over the phone which makes us talk over each other all the time. Phone support gets a 2 on a scale of 1-10.
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Re: Is dropbox business support always unhelpful?

Explorer | Level 3

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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Re: Is dropbox business support always unhelpful?

Dropboxer
Hi techfra, 
 
Thank you for posting your comments about your experience with our products. We are always interested in our users’ feedback, and I’m passing yours on to our team. 
 
Cheers



Sanchez
Moderator @ Dropbox
https://dropbox.com/support


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