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TERRIBLE SUPPORT SERVICE

I am extremely angry with the unbelievably bad service from Dropbox.

The Support Team in Australia as NO WAY OF CONTACTING their own Restorations Specialists team in the US.

Having opened a ticket 4 days ago, I have not had my issued solved, I have emailed the US consultant repeatedly for an update (he told me it would take an hour to restore my lost job folders, 3 days ago), I have called the Support team repeatedly for a status report but they have told me they have no internal communication with the other department. HOW CAN THIS BE POSSIBLE?

I am paying top dollar for Dropbox Business for the assurance of seemless business operation but yet no one can tell me what is happening, I am not receiving replies to my emails, and nobody by phone can give me an update.

I cannot work without my files. I wrongly believed that storing them in Dropbox alone they would be secure.

Does anyone know how I can reach I higher level of management to speak to someone who can help?

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Closed - Not for right now

Accepted answers

Frank_S

Hi @ScooterKP,

I've taken over your support case and am working on your restorations request now. Sincere apologies for the delays in processing the restoration thus far - I'll follow up with you on progress via the support ticket you created.

Frank

All comments

ScooterKP

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.

Lusil

Sorry to hear that, @ScooterKP.

Initially, please note that I've moved your second post here so as to keep troubleshooting efficient for you.

As per your concern, I was able to locate your ongoing communication with a specialized member of my team and have passed your comments along to them. I can see that they replied to you via email, so please check your inbox for their latest message. Rest assured, they'll do their best to assist you.

In the meantime, if there's anything else I can help with, don't hesitate to give me a shout. Thank you in advance!

Frank_S

Hi @ScooterKP,

Frank

ScooterKP

Thanks Frank. It’s great to hear back from somebody! I have replied to you via email and I trust this will be resolved quickly.

All the best -

martinboul

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.

Emma

Hi @martinboul, I'll take a look at this for you. Could you let me know what the issue was?

Simen M.

I can also confirm, Dropbox support is terrible, their responses take for ever, days between, and the answers so far have been generic and of little help. In the end I had find a way around the issues myself. So much for a payed service.

huthbot

I am lost in the DB system. Some reason my personal account is linked to a business account that is no longer active even though the contact and billing info are personal. I just now upgraded to a business account (how can I upgrade to a business account if they say Im already part of a business account?). But some how I upgraded, of course the payment processed and now it shows no chat option. Thats false advertising. I even messaged someone at sales and they said you have to wait for an email reply.

Lusil

Hey there @huthbot, I'd be more than happy to help look into this with you!

It sounds like you may be part of a free team.

If you are only a member, you can leave it by following the steps mentioned at the bottom of this article.

Could you give it a try and let me know how it goes?

GilbertX

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

Jay

Hi @GilbertX, you can see your current plan on this page on your account.

If it's a paid account, then you should be able to contact the support team directly from this link.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

GilbertX

Dear Jay

Thanks for getting back to me quickly .

My account in the early afternoon was a Personal Axxount.

I finally succeeded in getting in on my own from the UK site - a web search gave me pages with error 404 when I asked for help

- do you know how bad this looks and what a waste of time this is.

Look you need to:

1) put the Support portal on the main Dropbox.com web page and then automatically re-direct to support pages

2) put the account size details in my account so that when I log-in I can see what is going on with my space

3) simplify the support pages so that the user knows where to look for things - make it have an intuitive interface

4) Have a chat service for Support

I believe 2) used to work in the way I have described.

I have been a customer for roughly a decade and today despite the frustration I bought the simplest plan thus becoming a paying customer. Now is that good or is it good!

You need to be slicker and sort out the W10 problems.

Gilbert 😊

Hazneliel

Same experience for me, I had opened 2 tickets 3 days ago, day before yesterday I requested an update by chat and they told me they would escalate this. Today still no response, I chatted with a Dropbox representative yesterday and he reminded me I was still on a trial, which is not relevant, this raises concerns on why he bring that up but he avoided to give me clarification. Hence I opened yet another ticket asking if being on trial impacts the SLA to receive support, still no response.

I am wondering if this is the kind of service we should expect from being Dropbox Business users? if this is the case I am for sure not maintaining this plan.

Megan

Hey @Hazneliel, sorry to hear about this.

Do you have a ticket from your communication with our Support team, so I can pass your comments there and also have a look?

Thank you.

Hazneliel

Hello, thanks for the response, my support tickets are:

Ticket #12629562: Just got a reply yesterday but they didnt answer after I replied, I hope I can get a solution today and not wait days every time there is a reply.

Ticket #12628960: Dropbox Support Chat. They replied once 2 days ago and no response so far, this is blocking me from using Dropbox and is making me spend money on alternatives while I am blocked.

Ticket #12646528: TEAMS: Business plan SLA. Today s the 2nd day without response

I hope I can get a solution for this today, as said before, not being able to use the service I acquired is blocking my business and leading to extra costs by having to use an alternative. At this point Im leaning to just go and acquire the alternative service.

Thanks

Megan

Thank you so much for all of the information, @Hazneliel, and please accept my apologies once more.

I've made sure your comments are passed on to the relevant Support tickets, in order to expedite the procedure as much as possible.

If there's anything else I can do on my end, let me know.

Hazneliel

Only 2 of them replied and I haven't heard of the other ticket even though I ask daily for an update. For the ones that responded, one of them need to keep investigating so I was left without being able to add members to my business account which is the whole point of it, and there is no ETA on when they will know something.

The other issue they told me they can't do nothing about it, so I am still not able to generate share links, a functionality that is critical to my business and the reason I moved to Dropbox Business.

This is totally unacceptable and it also confirms the topic of this thread, Dropbox has just provided a "TERRIBLE SUPPORT SERVICE" even to Business Customers that are left without being able to use the plan they acquired.

Definitively looking for an alternative. For the price of this plan I would expect better service.

SteveRuem

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

Megan

Hey @SteveRuem, I'm sorry to hear you're having some trouble with this.

Could you please elaborate on the issue you are experiencing?

I would appreciate it in order to realize what could be causing this and help as much as possible.

Thank you!

floatstorage

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!

SteveRuem

Get an alert that says: Couldn't start Dropbox. This is usually because of a permissions error. Storing your home folder on a network share can also cause and error.

then this:

bn.BUILD_KEY: Dropbox

bn.VERSION: 131.4.3968

bn.constants.WINDOWS_SHELL_EXT_VERSION: 48

bn.is_frozen: True

machine_id: 04287033-6406-5552-bf1c-f7e634064aef

pid: 27863

ppid: 1

uid: 502

user_info: pwd.struct_passwd(pw_name='steveruemmele', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Steve Ruemmele', pw_dir='/Users/steveruemmele', pw_shell='/bin/bash')

effective_user_info: pwd.struct_passwd(pw_name='steveruemmele', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Steve Ruemmele', pw_dir='/Users/steveruemmele', pw_shell='/bin/bash')

euid: 502

gid: 20

egid: 20

group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])

effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])

DYLD_LIBRARY_PATH: None

cwd: '/'

real_path='/'

mode=0o40755 uid=0 gid=0

parent mode=0o40755 uid=0 gid=0

HOME: '/Users/steveruemmele'

appdata: '/Users/steveruemmele/.dropbox/instance1'

real_path='/Users/steveruemmele/.dropbox/instance1'

mode=0o40700 uid=502 gid=20

parent mode=0o40700 uid=502 gid=20

dropbox_path: '/Users/steveruemmele/Dropbox (Personal)'

real_path='/Users/steveruemmele/Dropbox (Personal)'

mode=0o40700 uid=502 gid=20

parent mode=0o40755 uid=502 gid=20

sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'

real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'

mode=0o100755 uid=502 gid=20

parent mode=0o40755 uid=502 gid=20

trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

not found

parent not found

tempdir: '/var/folders/gs/ym1b1wcn7tz_wd32nrglfnzm0000gp/T'

real_path='/private/var/folders/gs/ym1b1wcn7tz_wd32nrglfnzm0000gp/T'

mode=0o40700 uid=502 gid=20

parent mode=0o40755 uid=502 gid=20

Traceback (most recent call last):

File "dropbox/client/main.pyc", line 808, in wrapper

File "dropbox/client/main.pyc", line 6525, in finish_dropbox_boot

File "dropbox/client/message_queue.pyc", line 307, in _wrapped

File "dropbox/client/main.pyc", line 6052, in _init_components_for_account

File "dropbox/client/main.pyc", line 5976, in create_sync_engine

File "dropbox/sync_engine_boundary/factory.pyc", line 226, in make_sync_engine

File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 280, in __init__

File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 219, in __init__

File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 152, in __init__

File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 217, in __init__

File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 587, in _init_new_engine_locked

File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 182, in __init__

File "desktop/extensions/nucleus/nucleus_python.pyx", line 76, in nucleus_python.NucleusSyncEngine.__cinit__

Megan

Thanks for the fast reply @SteveRuem!

Can you follow these steps and perform an Advanced re-install?

Let me know how it turns out!

SteveRuem

Getting this on the Terminal

Mac-mini:~ steveruemmele$ sudo chown "$USER" "$HOME"

Password:

Sorry, try again.

Password:

Sorry, try again.

Password:

sudo: 3 incorrect password attempts

Mac-mini:~ steveruemmele$

Mac-mini:~ steveruemmele$ sudo chown "$USER" "$HOME"

Password:

Sorry, try again.

Password:

Sorry, try again.

Password:

SteveRuem

Nevermind, I entered my computer's password...

SteveRuem

It worked, thank you!

Ianfazer

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.

Mark

Sadly. I can only agree.

I have a ticket that isnt resolved after 8 months just randomly closed. Had it reopened and based on this post just gone back to check and its just been closed again without comment/resolution

Megan

Hi @Ianfazer, I hope you're doing well this Monday!

I managed to locate your ticket in our system and passed your comments onto our support agents working on this.

Your words have been quite helpful, and I will do everything I can to ensure that your voice is heard. Sorry that this wasn't the experience you had in mind, and hope to change it in the future.

Also, @Mark, would you like to share your ticket number with me, so I can investigate further?

Thank you both.

Ianfazer

Hi Megan,

As mentioned, I really need this issue to be resolved. It's been more than 15 days and we are still back at where we started.

Your support team hasn't been timely in providing updates and see the urgency in the matter.

I don't need your diplomatic answers that your team is looking into it. Just resolve this asap. Let me know if you need me to get on a call or something so that i can resolved this immediately.

That's all I'm asking for.

Robert Paterson Composer

So frustrated... there is NO phone support for business accounts, or at least Advanced accounts. You need to go through their useless Chat function or submit a support ticket. We've been trying to pay our invoice for over two weeks, and our new credit card is on file, yet the charge was never implemented. Not sure how we can deal with this over the phone when it's a ca. $2,500 charge. I guess they don't care about our money or whether we recommend DB to others in our community. Not happy with DB at all, might move to a competitor, which is sad, since we'be been with DB for many years.