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My device is stuck syncing, and I have an open ticket with no response as of yet

HGC_25

I called this morning and put my name in the queue. Moments later, I received the phone call with regard to some help. Because the process was going to take a few hours. The individual I was talking to sent me an email to respond to if I had any issues ,which I do. They have not responded and it's been hours and I'm not able to schedule a new call because they say I have a call in queue but that Call already took place and I don't know how to get around this.

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Megan

Hey there, @HGC_25, welcome to our Community!

Regarding your active support ticket, I located it in our system and prioritized it to expedite the process for you. I can confirm that the agent received your response and will get back to you as soon as possible.

Please keep in mind that our Support team's standard response time is within 24 hours on business days. However, Enterprise plans include one-hour responses at any time.

Please let me know if you need anything else; I am happy to help every step of the way.

HGC_25

that was really nice of you to get back to me, I appreciate it. It's surprising because typically I'm able to get someone to call me back initially and it typically doesn't take more than 5 or 10 minutes but thank you.

Megan

Hey @HGC_25!

I definitely see where you're coming from. However, since communication switched to email, it will take a few more hours for the agent to review the case and reply.

Thanks again, and let me know if you need anything else.

HGC_25

Megan, I'm at a loss, I have now spent at least 15 hours of my time trying to resolve my issue that dropbox caused on my system. I have spent hours using your AI chat running in circles. I cannot schedule a phone call because I have one in queue which does not exist. It's been more than 24 hours and there's no possible way for me to get around this. I was thinking I could upgrade my status to a more expensive status just so I could get help. at that point, I would either have to move away from dropbox or downgrade because I'm a single user and it's been working fine for me for 20 years, but things have changed and now I'm getting zero Service. can you help? The Dropbox system has used 500 GB of my hard drive space for something that should only have used maybe 50 GB maybe 75 GB, I would really appreciate it.

HGC_25

this all started because I received some help from somebody online who took control of my monitor, and with my help had me modify and make some settings. He rushed me off the phone because he thought it would take too long for the settings to download, but after everything was completed, it really screwed up my system. I'm running on a fairly powerful fairly new Mac so there should be no compatibility issues.

please please please help help help

Megan

Hey there, @HGC_25!

I checked your existing ticket and can confirm that an agent replied a few hours ago. Please check your inbox to see if you received Doug's next steps.

You can reply directly to that email to let him know if the steps worked or if you need further troubleshooting. If you prefer, you can also share more details with me here, and I will assist you as much as possible. However, I suggest the email route since it contains all your previous troubleshooting history.

Thanks!

HGC_25

Hi Megan I have not gotten a reply from nobody. I have not received any phone call since my initial conversation yesterday, August 20 I've spent 15 hours with chat with no help. I have not spoken or received any communication and they will not let me put a request in for a phone call.

Again, I have not spoken with anybody. I'm not sure where you're getting this information from but it's horrible.

Megan

Hey @HGC_25!

I'm checking in on ticket number 26582015. The agent replied to your message yesterday with some updates. Would you mind checking your spam/junk folder to see if it landed there?

HGC_25

Hi Megan, he sent me a form like follow up email after our phone call telling me if I need ed more help to click the link and he would call me back. I was supposed to get a phone if needed by responding to that email which I did 3 times. I have received no emails from him or phone calls from him and I'm not sure what the problem is. What would you suggest. I'm paying for tech-support which includes phone calls there seems to be a glitch in your systems. How do I talk to somebody? Do I need to upgrade my service then downgrade after I'm taking care of. I'm not sure what to do but they gave me bad information and it's causing me a lot of trouble. Anything you could do would be greatly appreciated