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Forum Discussion
New named Dropbox structure
I am a user of DropBox Business, on Windows 10.
Last week, I suddenly realized that the shortcuts to some of my Dropbox folders were broken.
A quick look learned me that the structure had changed...
Our entire Team Folder structure has been destroyed by upgrading from Business Standard to Business Advanced.
All Team folders were converted to Shared Folders and one admin account is now the owner of them all, however they have no access to move them to the Teams Space.
This was not communicated by Dropbox as a possibility with the upgrade and has resulted in hundreds of hours of work to recreate everything including re-sharing hundreds individual files with external stakeholders and removed every link we have shared.
Dropbox Supports only advice is to copy the contents to new team folders but as I've mentioned to them it break all sharing. They haven't provided any adequate solutions and refuse to escalate this issue.
We are extremely unhappy as an organisation.
Megan
Dropbox Staff
Dropbox StaffHi MattS91, I am sorry to hear about that!
Could you send me your ticket number reference from your communication with our Support, so I can have a look into this and locate it on our system?
Keep me posted!
Megan It's been over a week since this started and no resolution is in sight.
Ticket #18647070. Every other ticket has been closed despite no resolution.
Dropbox's customer support is abysmal!
Am I the only one who is getting frustrated by the lack of Customer Service from the support team? They don't communicate among themselves so you end up repeating yourself over and over to people who seem incapable of doing anything but following the same script that leads nowhere.
Then when you finally (after speak with several people) get progressed to someone supposedly senior they make you repeat everything because they can't see the logs of whats already been done! Make promises about escalating it to the engineering team but keep presenting hurdles rather than giving information upfront.
It's been over a week and they are still requesting information rather than escalating issues. This account upgrade has ruined our file storage and still no resolution in-sight
This issues we are having are frustrating enough without your support team creating barriers the entire process.
0/10 for all Net Promoter Score reviews until as an organization you learn how to provide basic customer service!
- Megan
Hi there, MattS91, sorry to hear about that!
I just checked the ticket number reference that you've provided, and it seems an agent has been in contact with you recently.
Your patience on this is much appreciated, and I see where you're coming from. Keep in mind that I'll forward your feedback to the appropriate areas so we can continue to improve our product and Support.
If you need anything else, let me know.
Megan your support are not understanding the issue.
ALL OUR TEAM FOLDERS ARE SHARED FOLDERS! ONE PERSON NOW CONTROLS 99% OUR ENTIRE ACCOUNT!
This is no what we were told about the upgrade.
We can't move shared folders into the teams space to recreate what we once had!
I keep opening tickets yet non of the support staff understand that Dropbox has destroyed our file system and admins can no longer administer our account!
This is very frustrating and honestly think Dropbox need to acknowledge their mistake and fix it!
You are being far to casual about ruining organisations and the cost we are absorbing because of this!Dropbox is no longer fit for purpose!
