Feedback on the support I'm getting while trying to restore files

Question

I lost some files… I created a ticket… I was told my account could be "rolled-back" to a certain time/date so my files could be recovered…. It got sent up to the "Recovery Team". The recovery team didn't do ANYTHING I actually asked for. They tried something totally different, and it didn't work. They sent me a message at 9am the other day. I responded within 2 minutes, explaining that what I NEED them to do is to roll my account back so my data can be restored. I haven't heard from anyone in 2 days. I have sent several follow up messages, I have called customer support multiple times, and still NOTHING. I have made it abundantly clear that this is impacting my business and that this is an URGENT matter. No response, no action, no care in the world from Dropbox. The customer support at this company is absolutely horrible. I would REALLY appreciate a competent, charismatic person to actually try and solve this issue for me.

Mark · Answer

https://community.dropbox.com/en/discussion/comment/861367#Comment_861367

As long as you reply to the actual ticket, you are fine :)

Hopefully it is resolved soon

Paramount3212 · Answer

Mark. Yes, I am constantly checking the status. If that is true, and adding comments to an already opened ticket moves me down the queue, that wouldn't make any sense at all, especially when I am responding to the recovery specialist. My frustration is because I responded 2 minutes after they messaged me, and it has been days now. Yes, I have a ticket # and that is what I've been using to communicate. Yes, I tried to remind it myself. All of my folder and folder structure were recovered, but none of my files, in any folder are there.

Hannah · Answer

Hey @Paramount3212, thanks for your post here.

Sorry to hear about your experience. I've made sure to pass your feedback about this along to our team.

I've also located your ticket in our system, added your comments and raised the priority, so you can get help as soon as possible.

Make sure to keep an eye on that email chain for further updates.

Have a great week ahead!