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Ask HN: Why is Dropbox still so horrible at support?
My dropbox hasnt been functioning for over 2 weeks. My account is showing that Im using over 300% of my allotted storage, but I have checked every folder, and there is no way Im hitting my quota. I sent dropbox an email detailing the problem, and I received this back
Dropbox Support, Nov 24 12:08 am (PST):
Hi,
Thank you for your support request. Recently, we have been receiving a high volume of support requests and haven't been able to get back to you within a reasonable amount of time.
The volume of inquiries we receive on a daily basis prevents us from responding to all requests. Although requests from Pro and Teams users will be given priority assistance, we will do our best to get back to other inquiries when possible. If you are not a Pro or Teams user and you're looking to resolve your issue before we can respond, you may want to check out:
https://www.dropbox.com/help/
If you need to restore a large number of files and are unable to do so, please visit the following instructions to help us speed up the restoration for you:
http://db.tt/2QPImJ3g
If you are still experiencing problems, please reply to this message. We will try our best to get back to you, however we cannot guarantee a response. We're very sorry for the inconvenience.
Regards,
The Dropbox Support Team
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What I dont understand is how has a company like Dropbox, who raised 250M dollars, still unable to handle support inquiries?
And since when has this become an acceptable response "We will try our best to get back to you, however we cannot guarantee a response. We're very sorry for the inconvenience."
- twog 14y agoI have also followed up with dropbox support with two separate emails since the 24th, and have yet to hear anything back
- sixQuarks 14y agoSame here. I've been trying to delete a large folder for over a month. Dropbox doesn't let you delete a folder if it has a bunch of files in it. The only option is to delete like 500 files at a time, but there are literally tens of thousands of files in there, So I contacted support and have never heard back.
- twog 14y agoIts pretty frustrating behavior from Dropbox. Its a service that I pay for & that my business depends on, yet I cant get a response from them. How hard is it to hire support people?
- twog 14y agoIts not like they dont have the money, they have raised 250M+
- toomuchtodo 14y agoSo they're like Google, just with less infrastructure and cash. Note: This is not meant to be snarky. Its just an observation that even "small", nimble startups can suck at support.
- davyjones 14y ago"Best", Cheap, Support. Pick two.
- whichdan 14y agoIs Dropbox really that cheap? I'm paying $10/mo for a 100gb quota. The next plan up is $20/mo for 200gb, which I don't currently need. They're free to raise their prices, and until they do, there's absolutely no reason to consider them "cheap."
- maushu 14y agoYou forgot to add features like sync, history and other things to that price. Dropbox is not just the quota.
- ryanmcdonough 14y agoWorst case I had with them was when I migrated my personal account to a company account with an employer. When I left my employer they removed my account from the company account, which in turn DELETED my previously personal dropbox account, took 4 days to get it recovered. Used google drive ever since.
- whichdan 14y agoI sent in a support request last March and received the same response. It's really a bummer, since I feel less "secure" using them without knowing that I can reach someone if something unfortunate happens.