TERRIBLE SUPPORT SERVICE

Does anyone know how to contact senior management at Dropbox?

I was referred by the Australian "Support" team to a Restoration Specialist from another department.

I had one encouraging email from a specialist call Jay 3 days ago say that it would take an hour to fix my problem. 3 days later, it is still not fixed, he is not responding to my email enquiries regarding status.

I have called the Australian Support Team each day only to be told they do not have any contact with the other departments, so cannot tell me how my ticket is progressing.

Where do I go from here? Can a senior manager contact me please who has access communication with all departments to resolve my problem immediately?

I am on a Business Plan and am shocked to find both that my files are not secure within Dropbox and there is no effective support from the company. 

I have the same terrible experience.

Am waiting for a reply now since march 16 and still no reply, while I  am paying more than 800 Euros per year for a business account, without any service.

Am looking for an other product because I dont want to pay for nothing.

Chat button doesn't work, no answers in Community that work. I guess DB doesn't care if we go over to Google Drive.

Dear KP

I cannot get any contact - I am in the UK - can I have the number of the US consultant please or a working email address ?

I cannot understand this Company - it used to work well but now its crap - likely they appointed some MS nerd CEO with orders to

screw it up so that onedrive could flourish.

The software did not work well with Windows 10 - I could never tell what it was doing - the green icon was missed and  the replacement was always dropping off the icon tray.

Now they would like me to upgrade but I cannot find out about my existing space - I can log in to my account - but the file size

count does not agree with windows count (Drobox is bigger by 3GB) .

They have a  chat line for "Can I help you pick a plan" ie for sales but not for support.

It cannot be difficult to manage a support service when the original product was so stable.

Hope you or someone can respond.

Best

Gilbert

I, too, would LOVE to talk to someone in Support Services.  I have a problem that does not fit into any of the categories listed.  It has to do with a computer crash on a MAC Desktop, and how the recovery process absolutely screwed up everything on my MAC when it was eventually restored.  I am a relative novice and I do not know how to get it back "in sync" especially as I have added new files and folders to the MAC side since the crash.  I am even willing to PAY for this support service.  I am that desperate!  PLUS, I have since also purchased a MAC Book Pro that I would like whatever we do on my MAC Desktop, duplicated on it.  And if you want to listen to a story on the crash and how Apple mishandled the recovery using their TimeMachine program, I'll be happy to tell you but you better have about an hour!

I never knew that Dropbox support would be this horrendous. Getting help from them is so difficult and there seems to be no urgency from them in resolving the issues we face. Just your typical generic email replies such as "our engineers are looking into it" and thats that. It's coming close to about 2 weeks now and issue is still not resolved. 

I have been a dropbox customer for close to 10 years now and is on a dropbox business advance plan. Previously, we were on a reseller but this time, we decided to go directly with dropbox instead. Here's where my nightmare started. 

I was advised to create a new account and thereafter, port over my team and files using the trusted team option and proceed to disband my current account - which i dutifully did. 

Once done, none of my team were able to join in as team members and our files weren't able to be ported over. 

We emailed and call support and all that we get were just generic email replies. They don't understand the urgency of the matter despite me telling them that we needed this to be resolved asap as my business is severely impacted by their delay. I offered them what can i do to help expedite this such as screen sharing, going into the issue in details etc but no response. 

They lack empathy and don't seem to understand that businesses and livelihoods are at stake here. 

2 weeks have almost passed but we have yet to make any progress. I truly regretted renewing my account with dropbox (I got a much better deal with Onedrive which i now regretted my decision) knowing this is the kind of support dropbox provides.

To all others out there, think again should you need to purchase or renew your account with dropbox. When all is good, dropbox is wonderful. But when you need is assistance, dropbox don't give a **bleep** about you.