I've been having issues with the quality of customer support

Question

Hello,

Who may I speak to about very poor quality support?  Is their a manager of the department that I can connect with.  I have Dropbox Standard and am now communicating with the 4th person in the last 9 days.  In the meantime my engineering company has not had a working file server for the majority of the time.  The most recent support representative told me that we Dropbox Standard customers receive email responses only, however, the website clearly shows that we are to receive priority email, chat and phone support during business hours.

Would someone please refer to the attached email thread which has the support case numbers and help me?

Thank you,

William

[attachment removed per Community Guidelines]

Megan · Answer

Hey @wbt!

I completely understand where you're coming from and why a phone call would be the fastest way to get this sorted out, especially when you need access to your files. Rest assured that if a phone call option were available for the advanced team, our team would've already offered it.

Given the importance of keeping all information and troubleshooting in the same thread, more so to avoid any kind of missteps in communication with our team, I would highly recommend you keep all the relevant details in the same email thread.

I want to make sure you feel fully supported, so I will make sure to pass your comments internally accordingly. Thank you so much for your patience and understanding while the team is working through this. Please hang tight, and the assigned agent will follow up with you via email as soon as possible.

wbt · Answer

Hi Nancy,

Thanks so much for your response.  You seem like a very reasonable person.

We are now on day 9 of our business being totally crippled by the lack of a working file server.  All we are trying to do is sever a compartmentalized set of files, all located under a certain user, to a new business dropbox account.  My business files did have their own account back in the spring until a mistake, which to this day has gone unaddressed, merged them onto a colleague's drive.

I'm asking for your to help me speak with a different advanced agent as the person I am dealing with does not seem to be reading the case history or understanding the problem, and will not talk to me on the phone.  Given the Dropbox policy of providing priority phone, email and chat support to business users, I do think it's reasonable to ask an advanced agent to simply call me so that we can rectify the issue in a time period of hours instead of weeks.  Surely when someone is routed to an advanced agent they deserve at least an equal level of care and competency from the advanced support team as from the front line support team.

I am desperate for support at this point.  I am begging you to help me with this seemingly simple task.

Thank you for your assitance.

William

Nancy · Answer

Hi @wbt. I’m sorry to hear about your experience.

I’ve removed your PDF attachment from our forum, as it contained personal info.

However, I was able to see the ticket number linked to your support interaction. I’ve already located it in our system, and left an internal note with your comments for our support team.

Other than that, I can see that your case has been assigned to an advanced agent. Please kindly note that our advanced team is generally contacted via email. If you’re a Business user, you‘re entitled to chat/phone support indeed, but this is regarding our frontline support and not our advanced specialists.

Since we don’t have any account visibility here on the forum, I’d suggest waiting for our team’s reply in the same email thread. I totally understand your concerns, but rest assured that they have advanced tools and they can further assist you with this.

If you need something else though in the meantime, I’ll be right here.