Dropbox no longer overwriting files

[aisb]

A few days ago, Dropbox stopped overwriting files when I edit and re-save them. Now, every time I edit one of my files on iPad and save to Dropbox, it creates a new file ending in (1). It used to simply update the file. I've tried re-installing dropbox and Illustrator (the app I'm saving from), but it hasn't worked. I've also tried saving from Procreate and the same issue occurs. Is there something else I can try? Thanks!

[aisb]

Exactly!! I cannot get a single person to acknowledge either point in an email. They keep saying the other apps need to improve their Dropbox integration, so I have to ask them to fix it. But it used to work!

So, is it a bug that they intend to fix, or is it going to be like this forever? No one can answer the question!

[Blackie1]

It all comes down to ‘it used to work’, no issue, no nothing with ALL the apps. Now, it’s all down to Dropbox itself. THEY changed it so that we can’t overwrite our own files (which is a normal function for any file management system). It doesn’t matter where you do it. End result is you have to delete the original file from Dropbox before re-saving there otherwise it gets an (x) added to it. It’s more work for the end user. I’m living with it but hope this ‘new normal’ is reversed to how it used to be.

I used to be able to see around a dozen recent folders, now it only shows five because there’s the unnecessary ‘preview’ pane that takes up half the screen. These improvements were not asked for. It’s the fix what’s not broken mentality occurring.

[aisb]

I’m now six weeks and over 50 emails in to this discussion with the Dropbox team. I’ve had to make so many videos! They still:

- refuse to tell me if this issue is an intentional change or a bug

- ignore every request for a video of them doing the same things they’re asking me to do over and over, so I can at least answer some of my own questions that they won’t answer

- keep giving me instructions that do absolutely nothing

- ignore half the stuff I’ve written to them

Does anyone from the Dropbox team want to discuss this here? Should I open another thread or ticket? I’m going to persist until someone can put even a shred of effort into trying to resolve the issue with me, or give me a straight answer about this change. I refuse to give in to attrition.

PS I’ve tried uploading directly from Dropbox, and exporting from various apps. The same issue occurs everywhere, every which way.

[Blackie1]

Don’t expect anything at this point. It’s clear that overwrite is gone (something any file management would have a basic feature, I can’t see either business or individual users being happy with this) and this is the new normal. They continue to mess with the Save interface with you now getting BIG buttons to either Copy link or Show in folder for each and every item you upload. If you have a dozen or more that you need to rename as you upload individually, it’s a major irritant as I don’t want to do either (and I NEVER share links to my stuff). The limited number of recent folders in use is also a pain having to choose a new location more often than I did in the past. In the beginning of the year, it was perfect. Now it’s a disaster and I’m considering evaluating another app after decades of using this. They fixed what was not broken.

[aisb]

I am six weeks and over fifty emails into raising an issue with Dropbox, where the support staff are deliberately ignoring information from me, and sending me around in circles, wasting my time. Communications take forever, and when they come through, they try to blame other apps by overlooking video evidence I've sent. They ignore previous troubleshooting I've already done, and avoid direct responses so that I'm endlessly doing busywork.

They tell me they don't have the correct equipment to try to test the issue on their end, which after six weeks seems alarming.

They are so consistently obtuse that it seems like it may be a policy for wearing down user issues until they go away, which I believe is a problem that should be escalated to a consumer rights group.

Before I do this, I would like to speak to someone in a higher position within Dropbox, but the support team I've spoken to will ignore me when I ask to escalate the issue.

Who can I talk to from here?

[Rich]

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@aisb wrote:
I would like to speak to someone in a higher position within Dropbox, but the support team I've spoken to will ignore me when I ask to escalate the issue.

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Reply here with your ticket number and a Dropboxer may be able to look into the ticket for you.

[aisb]

Will this member be from the same team that I have already been dealing with for over a month, or is there a way to communicate directly with a higher level of management? I've already raised two tickets and they just go to the same people who keep ignoring these same queries over email.

[Hannah]

Hey @aisb, sorry to jump in here and sorry for any inconvenience. 

I can see on the ticket you provided, that the specialist you're in contact with has replied back to you, with further steps.

If you can reply back to them, this would definitely help them gather more info in order to resolve your issue the soonest possible.

[aisb]

I have been replying, for over six weeks, over sixty emails. It only took me two days to reply to yet another request for a video. It sometimes takes your team a week to get back to me. Please don't try to tell me the issue is my responsiveness. Troubleshooting and testing for Dropbox is not my job. If they have iPads to test these things, as they claim they do, then they should be able to do these tests themselves.

They keep giving me pointless tasks, avoiding particular issues and questions, and refuse to see if things work on their end, saying their device is broken. The issue is poor service and trying to shift responsibility onto the user and avoid particular issues and questions that don't suit them - just as you've done here in your response.

So again, as per my original question, how do you escalate complaints to management rather than to the regular support team? Or, do I need to look into a consumer rights group? I honestly just don't know what to do, this whole experience has been bizarre.

[Megan]

Hi guys, happy Friday! 

If you're still facing this, would it be okay for me to send out a message to you, in order for us to have a closer look into it? 

Keep me posted!