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Forum Discussion

Michael S.197's avatar
Michael S.197
Collaborator | Level 9
2 years ago

Chat Support is a paid service, but they only provide sales, not support

Dropbox advertises chat support as a paid service for Professional, Plus and Family Manager.  This is an advertised service. https://help.dropbox.com/account-settings/customer-support-levels    ...
Dropbox Pro
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Michael S.197's avatar
Michael S.197
Collaborator | Level 9

I used the links in my post. 
When I asked the "support" person for technical support, they themselves referred me to the email support service.

Do you have a link to a non-sales support chat?

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hey Michael S.197, thanks for reaching out to us.

 

Since you're on a Dropbox Professional plan, you should be able to access email and live chat support.

 

Can you please try through this link?

  • Michael S.197's avatar
    Michael S.197
    Collaborator | Level 9
    2 years ago

    I'm not sure why no one reads the post.  The link I've shown that I used is the same one. 

    You go to the Live Chat, and they only offer sales advice, and when you ask for technical support, they refer you to email.  They are "Chat Support" in name only - they are "Sales service" in practice.

    • Mark's avatar
      Mark
      Icon for Super User II rankSuper User II
      2 years ago

      They shouldnt do that - to be fair chat support is shockingly poor, but, they have when I've used it at least logged a ticket on my behalf (admittedly its almost always closed without any action being undertaken but THATS another story!)

       

      When you do try and chat Michael S.197 do you get an email with a ticket number? I'll see if I can bump to somebody who can help as that shouldnt happen. 

    • Michael S.197's avatar
      Michael S.197
      Collaborator | Level 9
      2 years ago

      Hi, no, I'm not issued a ticket.  I'm allowed to have the chat emailed to me if I request it, but it's not automatic, and no ticket is generated.

       

      I've concealed the service provider's identity, because it's not fair to blame the small guys when the problem is systemic.

       

       

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Can you send us a screenshot of the button you click to start the chat please? This does look like Sales chat.

         

        Also, make sure to double-check that you're logged in to the correct Dropbox account.

         

        Otherwise, we can happily try to assist you here on the Community, if you'd like to share more info about the issue you're having.

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