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Forum Discussion
No additional space on Business Advanced
Dear community,
I'm here to advice that the support have been denying us additional space for two weeks, first telling us that there was a momentary problem, then that we had made a request before...
Yeah they've done the same thing to me. MIgration happened, lost storage, tried to contact support and, despite having written confirmation from Dropbox confirming what my storage would be going forward, Ed from support told me I had been badly informed and closed the ticket after I requested further clarification.
Lovely customer service right there!
Hopefully someone over here will explain why we lost storage.
They're not going to explain anything, if the support via chat is anything to go by.
They will tell you to kindly eff off and give no explanation as to why despite 3 email threads, all of them confirming the storage allocated after 27th was X, I am now getting Y.
Kudos to Ed for being able to terminate a support chat so swiftly though! Top tier customer service right there!
We need someone in the tech media to get involved in this. Dropbox needs to be held accountable. This is highly unethical and possibly illegal with false advertising and/or breach of contract. Very aggressive and hostile behavior from Dropbox. This company should be ashamed. The only way that happens is a public spotlight and scrutiny. Right now they couldn't care less about it or the difficulty they have caused their customers. They just want it to go away. Does anyone have media contacts they can loop into this thread?
visionhouse I had DM'd several tech media authors on Twitter when this first started but had not heard back from any of them. ArsTechnica, TechCrunch, CNET, etc.
- M3th0s
The general consensus from those of us who had communication with the Dropbox advanced “transition team” (outside of chat but on the phone or via email) was that they took our storage space from October 18th (or some date mid October, I forget at this moment) added 5TB to that and then made that our new quota moving forward. That new quota is then given to us for a period of one year from that random October date.
That being said, it seems like that was the solution only given to people who reached out and spoke with someone from their team.
In our case (and many others’) this meant that at the end of November when that change happened we lost overall space because from that time in October when they ran their calculation, we had added X number of terabytes of space since that point for example we had 154 TB in mid October and by the end of November we were at 168 TB, so they took that 154 and added 5 TB and that’s our new total until next October
* I’m not saying this is a good solution (in fact I’m as frustrated as anyone else) It was just our experience and I’m sharing it so that collectively we can all figure out what went on because it seems like Dropbox is handling things very inconsistently
Feel free to share your exact experiences here I know they’re a lot of people who have done so and it’s helped us give a more clear picture of what’s happening maybe if a media outlet picks up on this they will also be able to get more of the facts from us sharing our stories- Just to confirm, I'm on that boat of those who reached out and got it in writing from Dropbox after the requested call with them an agreement on the storage proposed. This was then confirmed on 2 subsequent occasions due to the murkyness of Dropbox Comms.
I was aware my storage would drop, but the drop was not in line with what was agreed on the call and subsequent support tickets, that's the problem I have.
I was forced to work whilst on holiday and liaise with several customers because all of a sudden I was over quota and could not use the promised storage.
This is not how a business should operate.
