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Forum Discussion
The main data folder is gone & Support hasn't responded back.
My case is escalated. No response. No resolution. Support is really bad for Dropbox teams. How do I get this addressed. Our main data folder is gone and unable to get anyone to help resolve.
Walter
Dropbox Staff
Dropbox StaffHey ALG1 - sorry to hear about this.
Could you share your ticket ID with us so that we can look it up as well?
Also, feel free to share any additional information about the issue you're facing so that we can assist further.
Thanks!
23290239
- Megan
Hey ALG1, thanks for this!
I can see that the priority of your ticket has been raised to "High" and I've also left a note in the email, asking them to get in touch with you as soon as possible.
I appreciate your patience on this!
Reply. thank you. Communicating with your customers, especially the paying ones, is very important.
We are basically out of business. Our backups do not have all the Content from All Access Files. I am concerned that too much time is going by and we will never get the data back. You should be able to restore All Access Files folder back to a point in time. If not, your system is a very poor business model and not reliable for businesses. Who can I speak to for this to happen? We are going to look at your terms and conditions and see if there is any legal recourse.
still not resolved. I have advised my other clients using your system that the redundancy and ability to restore if a mishap is poor and they must have alternative backup systems and do test restores. Many think your system provides the redundancy needed. Obviously, not the case by the lack of ability to go to a snapshot of a date when notified 24 hours after the deletion. You should be able to restore to the day before, the week before, something. You have given us nothing. This is a big failure on your product for users.
- Mark
Super User II
You can do a rollback to events ALG1 via the Rewind system IF you are a paying user (I assume you are to get the added features etc if this is for a business?). If you are a free user then upgrade and you can use Rewind. That uses the Events link to do so.
HOWEVER what I would stress is that Dropbox is not, nor has it ever been, a backup system (although note they now have a new product separate to sync which IS one). It is a syncing one. One that IS fallible - for example somebody could easily permanently delete the data. You should always have multiple copies and backups of data in various systems/locations.
