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What level of support does Dropbox provide?

scoob

Hi folks. Brief context:

Subscriber to Dropbox plus for longer than I can remember. Last year for fed up with the amount of subscriptions I had to various cloud services so started letting them lapse while I worked out what to do.

Finally worked out one possible solution - bin Microsoft completely and move OneDrive stuff to Dropbox

Sadly in the meantime my stuff in Dropbox was deleted, and that’s unrecoverable as 30 days have passed. So as I’ve lost everything anyway …

what’s the real world recommendation for Dropbox at the moment (I realise I’m in a Dropbox forum so the answer is likely positive). Before I start migrating from Microsoft (because I could stay inside OneDrive, or use google or whatever) … is Dropbox still one of those reliable and safe services to use?

The trigger for this question is I tried to contact support twice today … but the live chat doesn’t even say how long it’ll be for a response if provide queue information or anything. It just says it’ll connect to someone and then just sits there.
Trustpilot wasn’t very reassuring but then often people only go there when they are unhappy

So - if you were starting again with a new Windows PC and wanted a could service - and you were likely to want to use support in some form, would you still use Dropbox? Should I persist with trying to contact them?

And are there as many issues with the service as Trustpilot reviews suggest … or is that just a small number of disgruntled people?

I’m just looking for an easy life with one cloud service provider !

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scoob

Urgh - a few typo’s in there and can’t see an edit function. Apologies !

Jay

Hi @scoob, thanks for posting today!

As I am a moderator for the Dropbox Community, I understand that my opinion wouldn't be considered impartial, though I'll try to answer your concerns.

While I wouldn't be able to compare our level of support with other cloud providers, we do offer various types of support depending on the plan you have. You can see the differences on this page.

For your own account, you can see the options available to you on this page when you log in. Paid users do have the options for chatting in, and depending on the volume it can vary on the speed at which you'll receive a response. Dropbox team admins also have access to phone support.

If a chat does take too long to reply to you, you can try contacting the support team via email, by creating a ticket. You'll get a reply from an agent within 24 hours on business days, unless you're on an Enterprise plan, which is within the hour at any time.

If you need any further assistance, please let me know!

scoob

@Jay thanks for replying. Much appreciated.

I came back to my thread as I’d just eventually been thrown out of the chat, which received no response … and then logged out too. So just as a ‘for interest’ thing - this is current situation with support for paid subscribers.

And was an interesting first impression.
- Start chat as Plus user
- Dropbox bot asks me for my query
- enter query
- bit says it’ll connect me
- after 40 minutes no connection but most importantly nothing that says expected queue time or position, so left in limbo
- after about an hour (I didn’t see this bit) chat was closed and I was logged out with no email from Dropbox or note in the webpage saying what Dropbox had done

Just a set of facts on my first Dropbox support request .. wasn’t what I’d hoped for, but it’s useful data irrespective

Thankfully only took out a one month subscription for now and won’t be starting any migration until I work out how best to use Dropbox (assuming no support for now)

I’ll dig around the help stuff for other questions and post elsewhere in the forum depending on context

Jay

Thanks for the info. I'll leave this thread open for other users to comment in with their experiences.

Mark

Hi @scoob

What I will say is that when I used live chat it was not obvious that it was doing anything - in fact when I asked questions it attempted to answer but didnt and didnt give an option to say 'that doesnt help' etc.

It may be worth trying again, sorry, or even just logging a ticket via email for help as they are usually quick that way :)

Jay

In addition to what @Mark said, are you on a trial plan by any chance, as this could also be a reason as to why you couldn't get in contact with a live agent?

Aside from those options, you are also able to contact us here on the Community, or via social media, if you require support, and we'll assist you further.

scoob

Trial, yes as part of signing up to the £9.99 / month there’s a ‘trial’.
So - my mind is mildly blown that a technology firm can’t just tell me during the chat start that a customer is not allowed to use chat during the first period (can’t remember whether it’s a week or a fortnight or a month).

Well done for knowing that.
A bit odd but it’s a choice they’re entitled to make.
Is this a general theme? Does the tech ‘that sits around’ the platform get developed much?

So in summary then - if I have a problem on a given day I have no access to ask the setup question directly if the company there and then.
I’m means I’m two days in now and so far can’t find an answer to how to backup Dropbox ((different thread). They could’ve just answered that in seconds would have thought.
Anyway - thanks for replying. I’m going to keep trying to get a working cloud service somehow. Though I am wondering if the cheaper OneDrive with its memories and stuff like that isn’t actually as quirky as I thought (I am trying to disentangle myself from Microsoft logins is the context, and be a bit more platform indepen)

Tech is fun eh.