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Forum Discussion
How to send a complaint about customer service?
Hello everyone. Long story short, I've had three support tickets without a solution marked as solved. The last time, I explicitly requested that my message be turned into a complaint about the "support" I was receiving. Nothing, absolutely nothing happened, no reply at all.
I've been a Dropbox user for over a decade, and the decline in the quality of technical support (and of the service itself) is appalling.
Does anyone know how can I send a formal complaint?
thank you!
- Megan
Dropbox Staff
Hi Daniel50, I hope you're doing well!
First of all, I am sorry to hear about that, and I'd be happy to see what I can do on my end to help!
Feel free to let me know more in regards to your situation and the issue you faced when contacting our team.
Any ticket numbers are, of course, welcome, so I can pass your comments on to our team.
Thanks a bunch!Hi Megan, thanks for your reply.
The tickets are:
- Ticket #15209279: DB: Individual file not syncing
- Ticket #15346991: DB: Reopening ticket
- Ticket #15477556: DB: Unresolved issues marked as "solved" twice
In sum, I had a syncing issue, and it was marked as solved without being solved (and after supposedly being escalated, after a waste of time with the first line of "technical" support). I started another ticket, and AGAIN, it was marked as solved without a solution.
I started another ticket only to complain about the first two, and guess what...it was marked as solved. Not even an apology. Dropbox is a disgrace, especially compared to what it was years ago.
There are technical reasons why it is not so simple for me to move to a different service, and it would cost me a lot of time. But frankly, the company is taking advantage of that. I feel absolutely robbed and treated disrespectfully. Simply ignoring repeated requests and marking them as solved?! Absolutely disregarding an explicit complaint about technical support? Not even acceptable for a free service, let alone for a loyal customer since your beginnings.
- MeganThank you for all the info Daniel50!
I did some digging, and I was able to create a brand new ticket number on my end for you.
I have re-escalated to our specialized team, so you can continue working with them.
Don't forget to reply back to them as soon as possible, before your ticket closes due to inactivity.
If you need anything else, I'm here.
Hello I am writing again In hope I won't get fobbed off. I was supposed issued a refund for a charge taken without my authorization. The problem was resolved on the 31/10/22 as I managed to get talking with a very helpful lady on live chat. It said in my paypal account refund from Dropbox issued and pending. Amount of (£199). It still has not arrived in my bank. Please can you help resolve this as it is a right pain in the arse and looks really very bad for what was /is?? a great company/service. I have done absolutely everything. I can not say how utterly shambolic the service or lack of customer care with this has been. Please get back to me.. I won't hold my breath tho..
regards
Kevin Sharkey
email for account and refund [Removed as per Community Guidelines]
- Jay
HI Kevin Sharkey, as you've already been in contact with a support agent and they assisted you, do you see the refund processed on your account from this page?
What I 'm saying is that it never went into my account!!! Hence this faff!! can you send me a direct email so that I can send screen shots proof of my not receiving the £199 refund. It says refunded on 31st October and there is no payment at fo that sum I checked right up to four week after and nothing . Can you enlighten me as to where it is?
Kevin
2 years on and we've had the exact same experience. I've just read through these posts and there doesn't appear to be an answer to your question. How do we submit a formal complaint to Dropbox? Please give us a clear answer Dropbox. Thank you!
