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Forum Discussion

Daniel50's avatar
Daniel50
Helpful | Level 5
3 years ago

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 "suppo...
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Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
3 years ago
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!
  • Daniel50's avatar
    Daniel50
    Helpful | Level 5
    3 years ago

    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.

     

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      3 years ago
      Thank 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.
      • Daniel50's avatar
        Daniel50
        Helpful | Level 5
        3 years ago

        Thank you, let's see if I get a meaningful answer this time. 

         

        Anyway, my original question is still unanswered, is there an official way to send a complaint? Apparently not.

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