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Creativenap's avatar
Creativenap
Explorer | Level 4
3 months ago

We've had a massive data loss incident - can we please get some assistance?

I am writing to urgently request your immediate attention regarding a significant data loss incident that occurred shortly after I installed the Dropbox app on my MacBook Pro OS 14 Sonoma on Tuesday,...
dropbox business
Restore
Creativenap's avatar
Creativenap
Explorer | Level 4
3 months ago

Hi Nancy, 

 

Thanks for your response. I would like to request that my post remain as my post. I'd be happy to repost under a different topic and invite the community to chime in.

 

I operate my business 5 days a week and while I have been informed by every support agent I spoke with in the past 72 hours that my case has been marked as "urgent", the response time has consistently exceeded 24 hours, not to mention that the previous email response I received did not even address my question in regards to my data recovery status.

My business is suffering every minute that we do not have access to our data. I think it's important that the community has visibility of this incident so they can either share their successful recovery experience or learn from my experience. 

I don't appreciate my posts getting merged/buried or moved to your Spam, which I just saw a few minutes ago.  


Kind regards,

Creativenap
  

  • BenDBX's avatar
    BenDBX
    Icon for Community Manager rankCommunity Manager
    3 months ago

    Hi Creativenap,

     

    I've taken a look at your support ticket, and one of our team members was able to roll back your account to recover your data. Please let us know if everything is in working order on your end!

     

    Thanks,

    Ben

    • Creativenap's avatar
      Creativenap
      Explorer | Level 4
      3 months ago

      Hi Ben,

       

      Thanks for your comment here. My request was to have my account rolled back, indeed. However, as far as I can see Dropbox has completely wiped out my data! I have already responded to let Samuel from the "advanced team" along with a video recording to show what I'm seeing/not seeing from my end. 

      May I ask why Dropbox allows only a single email correspondence per 24 hours (and only Monday through Friday) with your support team during a crisis like this? 

      I have upgraded (paid more) in order to access the 24/7 phone support due to the urgent nature. Yet, I'm redirected to email correspondance with a significant lag in responses from your team.

      • Mark's avatar
        Mark
        Icon for Super User II rankSuper User II
        3 months ago
        Creativenap wrote:

        I have upgraded (paid more) in order to access the 24/7 phone support due to the urgent nature. Yet, I'm redirected to email correspondance with a significant lag in responses from your team.

        Out of interest have you paid for the upgrade or taken a trial? Trial memberships don't include support at the higher levels, its only once you actually pay do you get it. 


        As for the level of support, that one I cannot comment on, however, support is only Mon through Friday I'm afraid. 

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