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Forum Discussion
Chatbot didn't offer all available plans
Last week when my previous DropBox plan expired, I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package (2TB at $9.99 a month). I explained that I simply didn't need this much space and asked about smaller and cheaper options. I was given no other options, so I let my Dropbox plan expire. So imagine my surprise when I get an email from Dropbox this morning offering me an option of 100GB for just $1.99 a month. Great! Yes, this is more what I was looking for. HOWEVER, now I have lost my trust in Dropbox because I was specifically asking about cheaper options, and was told there was nothing available to me cheaper than $9.99 a month. I tried to contact customer service, but could find no one to talk to at Dropbox who can now address my concerns about being able to trust this company. After being lied to about the availability of cheaper plans, I am VERY reluctant to buy any packages from Dropbox ever again. I am reaching out here for feedback from Dropbox. Can I trust you or not? How can you help rebuild my trust in your company and your questionable business practices? Your entire business model relies on your customers trusting their digital content with your company. Trust is huge here! Please help me regain confidence. Dropbox, what say you? Other customers, what is your experience?
- Rich
Super User II
WABlevins wrote:
I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package ... I get an email ... offering me an option of 100GB for just $1.99 a month.The plan you were offered, Basic Plus if I'm assuming correctly, isn't widely available, possibly even limited to certain geographic locations. You can't visit the site and choose that plan. It's only offered, and is likely one of the experiments that Dropbox tests once in a while. The bot likely has no idea it exists.
- Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.
- Mark
WABlevins wrote:
Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.Once a paying user you get access to paid support options such as Chat and ticketing system.
It is only reasonable and fair that those are prioritised for people paying for them.
Dropbox is without a doubt deceptive. Because not only did Dropbox not respond, Dropbox also WITHOUT MY PERMISSION changed the title of THIS VERY CHAT!!! I had titled it "Deceptive Business Practices?" Which it is, I now clearly see! And I have screenshots of everything (including chat sessions with a Dropbox customer service rep) to prove the deception, when I specifically asked about cheaper plans. After the word switcheroo on the title of this post, I no longer question the deception. I KNOW IT'S REAL!! I wonder what other words here in this community Dropbox chooses to alter in order to change public opinion? My trust in this company is shattered.
