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Forum Discussion

Eckerr's avatar
Eckerr
Explorer | Level 3
3 years ago

Trying to contact support, but can't send the form

I'm trying to contact support concerning a restitution by using the contact form on the website. I've filled in all fields, but when clicking send, nothing happens. I've tried this in two browsers: S...
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cancellations
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  • Megan's avatar
    Megan
    3 years ago

    Hi Eckerr, I just sent you an email, in order for us to have a closer look into this. 

     

    Reply back to me, and we'll take it from there. Cheers! 

OceanElf's avatar
OceanElf
Explorer | Level 4
2 years ago

I've spent days trying to get Dropbox fixed via the support team. I've never had a worse experience with a support team. 

Firstly, they only operate 9am-5pm USA time Monday - Friday. This isn't ok for a digital company (I'm in Australia).

The chat/social media team don't appear to know much. I've been referred to specialists who only communicate via email and have a 72-hour turnaround. The specialist sent me some instructions that didn't work and I'm now stuck, with Dropbox not working and no support. 

I've been a paid customer since 2010 and am gobsmacked that this once awesome product has declined to this level. 

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

    Hi OceanElf, sorry to hear about this! 

     

    You mentioned that you've been in touch with our specialized, and support team. Could you send me any ticket number references that you have, in order for me to locate them on our end? 

     

    Keep me posted! 

    • OceanElf's avatar
      OceanElf
      Explorer | Level 4
      2 years ago

      Hi Megan

      It's ticket #21882157

      Things have progressed somewhat but it's still not resolved.

      My Dropbox still isn't working and I've spent days trying to get clear and timely information. The problem started when I did the recent update that moved the location of DB to CloudStorage (Mac). 

      I was informed yesterday that DB only provides real-time and phone support to enterprise customers.

      Given the severity of the problem and it now becoming clear that DB only cares about large customers, I'm going to have to find an alternative to DB. I'm really sad about this, but I can't continue with a service that requires this much effort and angst. 

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

        Hi from me as well, OceanElf, and I’m sorry to hear about your experience. 

         

        I was able to locate your ticket in our system, and I’ve left an internal message to our team, so that they know you’ve reached out to us here. 

         

        I can see that they sent you a new email recently, so please check it, if you haven’t already.

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