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Unfortunately I have seen their customer service go downhill recently. Not sure if they are having capacity problems or something. 2 weeks ago I signed up for

by inovica 14y ago

Unfortunately I have seen their customer service go downhill recently. Not sure if they are having capacity problems or something. 2 weeks ago I signed up for a trial of Dropbox Teams and it said that after the trial I would be dropped back to my Pro account. I cancelled the trial as had made my mind up not to do it and it dropped me to a free account. Several emails to support, the account manager I'd been provided as part of the Teams setup and I still don't have my Pro account back and have had zero feedback from the. The only email I got was this one which is ridiculous: 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/ 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 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

ricardobeat 14y ago
That's funny. You were probably put on the free support queue, with low priority, since you're not a Pro user anymore :)
- inovica 14y ago
  Yeah thats exactly what happened :) No other way to contact them and the account manager I dealt with hasn't responded either. Just counted and I've sent them 6 emails so far and zero response. Its such as shame as I have raved over Dropbox (partly as its Python which I also love), have 4 Pro accounts with my team and we were looking to sign up with 15 users to a Teams account. Looks like I'll be moving somewhere else now which is a real shame.
  - tjbiddle 14y ago
    If you'd truly get a faster response being a Pro member, then it might be worth a shot to purchase Pro again - then when they respond, have them refund you and reset your account back to it's previous time left for your membership.
    - ISL 14y ago
      Or, have one of your other Pro accounts raise the alarm for you.
      - inovica 14y ago
        Thats a great idea. I've been too close to this (stupid?) to even think of that. I'll get them to do that. Fingers crossed that will help, but I also feel the damage has been done in terms of my feelings towards them. I have spent part of today looking at alternatives. Thanks again
        wrboyce 14y ago
        I had some issues with my Dropbox account and slow support recently (despite having a Pro account). I managed to expedite things a bit by emailing the CEO directly -- drew@dropbox.com.
        witek 14y ago
        Box is doing a 50GB giveaway at the moment. Seems like good timing.
    - deleted 14y ago
      [deleted]
    - belorn 14y ago
      I really dislike this idea that if the company fail you deliver a product you have paid for, a individual should just pay them again for the same product. Taking money and then fail to deliver service or product is the very definition of scam/theft. But beyond having the state putting down regulations, is there any actions people can do without putting themselves at even higher risk (like bans)?
revelation 14y ago
From this forum "experience", it seems they have copied the Google model of service. They offer the support forum as a major source of support and promote heavy users to moderators or give them some other special flair. Mind you, normal users, without any inside access, information or capabilities. These users then spend their time flagging down support requests and blaming the posters.
- wpietri 14y ago
  The victim-blaming was shocking to me here. The bit where Andy Y. says, "Oh, some spammer just guessed it" was funny. As if spammers needed to do dictionary attacks against the sort of tagged addresses that 0.1% of people use. But it became hilarious when he said the same thing to the guy who uses 10-random-character tags. As if they would hit upon two different Dropbox addresses like that before the sun cooled to a cider. The original complainant is much more patient than I am. If that's what I'd gotten as "support" on a paid service when reporting a security breach, I would have closed my account and told them to get fucked.
  - unreal37 14y ago
    To defend Dropbox here, those people are forum moderators and not employees of Dropbox. The first Dropbox employee to respond specifically apologized for those responses. Jumping on Dropbox for this is just going to harm other companies responding to customer support requests in a timely fashion before lawyers get a chance to review...
    - JshWright 14y ago
      And yet, those users are still wearing moderator tags...
    - potatolicious 14y ago
      > "those people are forum moderators and not employees of Dropbox" They're official representatives of Dropbox, even if they are unpaid. Their behavior is entirely on Dropbox, and the fact that Dropbox has farmed out its customer support to unpaid amateurs is possibly a worse realization than the fact that the clueless person was not an employee.
TruthElixirX 14y ago
I wouldn't be surprised if they are having problems finding support staff. I believe it was late 2011 or early 2012 they were advertising customer support positions and wanted someone with a CompSci degree and like 2 years of experience just to do customer support.
inopinatus 14y ago
I've been unimpressed by Dropbox's support ever since my attempt to upgrade to 80 team users (which wasn't possible via their site in 2011) revealed an internal culture of indifference, buck-passing, and reflexively blaming the customer.

by inovica 14y ago

ricardobeat 14y ago

That's funny. You were probably put on the free support queue, with low priority, since you're not a Pro user anymore :)

inovica 14y ago
Yeah thats exactly what happened :) No other way to contact them and the account manager I dealt with hasn't responded either. Just counted and I've sent them 6 emails so far and zero response. Its such as shame as I have raved over Dropbox (partly as its Python which I also love), have 4 Pro accounts with my team and we were looking to sign up with 15 users to a Teams account. Looks like I'll be moving somewhere else now which is a real shame.
- tjbiddle 14y ago
  If you'd truly get a faster response being a Pro member, then it might be worth a shot to purchase Pro again - then when they respond, have them refund you and reset your account back to it's previous time left for your membership.
  - ISL 14y ago
    Or, have one of your other Pro accounts raise the alarm for you.
    - inovica 14y ago
      Thats a great idea. I've been too close to this (stupid?) to even think of that. I'll get them to do that. Fingers crossed that will help, but I also feel the damage has been done in terms of my feelings towards them. I have spent part of today looking at alternatives. Thanks again
      - wrboyce 14y ago
        I had some issues with my Dropbox account and slow support recently (despite having a Pro account). I managed to expedite things a bit by emailing the CEO directly -- drew@dropbox.com.
      - witek 14y ago
        Box is doing a 50GB giveaway at the moment. Seems like good timing.
  - deleted 14y ago
    [deleted]
  - belorn 14y ago
    I really dislike this idea that if the company fail you deliver a product you have paid for, a individual should just pay them again for the same product. Taking money and then fail to deliver service or product is the very definition of scam/theft. But beyond having the state putting down regulations, is there any actions people can do without putting themselves at even higher risk (like bans)?

revelation 14y ago

From this forum "experience", it seems they have copied the Google model of service. They offer the support forum as a major source of support and promote heavy users to moderators or give them some other special flair. Mind you, normal users, without any inside access, information or capabilities. These users then spend their time flagging down support requests and blaming the posters.

wpietri 14y ago
The victim-blaming was shocking to me here. The bit where Andy Y. says, "Oh, some spammer just guessed it" was funny. As if spammers needed to do dictionary attacks against the sort of tagged addresses that 0.1% of people use. But it became hilarious when he said the same thing to the guy who uses 10-random-character tags. As if they would hit upon two different Dropbox addresses like that before the sun cooled to a cider. The original complainant is much more patient than I am. If that's what I'd gotten as "support" on a paid service when reporting a security breach, I would have closed my account and told them to get fucked.
- unreal37 14y ago
  To defend Dropbox here, those people are forum moderators and not employees of Dropbox. The first Dropbox employee to respond specifically apologized for those responses. Jumping on Dropbox for this is just going to harm other companies responding to customer support requests in a timely fashion before lawyers get a chance to review...
  - JshWright 14y ago
    And yet, those users are still wearing moderator tags...
  - potatolicious 14y ago
    > "those people are forum moderators and not employees of Dropbox" They're official representatives of Dropbox, even if they are unpaid. Their behavior is entirely on Dropbox, and the fact that Dropbox has farmed out its customer support to unpaid amateurs is possibly a worse realization than the fact that the clueless person was not an employee.

TruthElixirX 14y ago

I wouldn't be surprised if they are having problems finding support staff. I believe it was late 2011 or early 2012 they were advertising customer support positions and wanted someone with a CompSci degree and like 2 years of experience just to do customer support.

inopinatus 14y ago

I've been unimpressed by Dropbox's support ever since my attempt to upgrade to 80 team users (which wasn't possible via their site in 2011) revealed an internal culture of indifference, buck-passing, and reflexively blaming the customer.