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Re: Terrible Terrible Support, trying to upgrade to business account

Support doesn't help as I'm trying to upgrade to a Business account.

jrm1
Explorer | Level 3
May

I have been trying for weeks to get in contact with a sales representative to upgrade to a business account. I have been through the "Chat" service dozens of times where I have "chatted" with "real people" who ask a ton of questions and then assure me that someone from sales will help me finalize my account. NO ONE EVER CALLS. Our team is locked out of our account until we can upgrade. I have had chat representatives pretend that I have been non-responsive and end our chat just to avoid confrontation. I work for a non-profit and am required to work with sales to receive a non-profit discount. It has been weeks. I spent a whole business day trying to figure this out (so hours on a single day) The phone number listed eventually just hangs up on you. The customer service line is a scam. Very disappointment and can't even access all our files to move to a different service.

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Mark
Super User II
May

After each contact you should receive a ticket via email. Do you have any of the numbers for those interactions? 

 

Were you previously a customer that was downgraded and are now trying to upgrade or is this the first one?


 


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jrm1
Explorer | Level 3
May

Yes, I have received multiple emails with the chat transcripts and notifications that my information has been received. But zero follow up

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jrm1
Explorer | Level 3
May

Also, I have tried calling several times and it goes to a voicemail. I have left several messages with my information and never received a call back.

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Hannah
Dropbox Staff
May

Hey @jrm1, sorry to hear about this.

 

Can we have the ticket number for your most recent interaction with our support team, so we can take a look?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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jrm1
Explorer | Level 3
May

I get messages from the following email. That has a transcript of conversations. But there isnt a number anywhere. I have several emails like this from every time I opened a chat

Chat Transcript <no-reply@snapengage.com>

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Nancy
Dropbox Staff
May

I’m sorry to hear about your experience, @jrm1. 

 

Just to clarify, have you been in touch with our Sales team via the contact info showing here?

 

Let me know and we’ll go from there.

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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