Just wondering if anyone has been dissatisfied with Dropbox customer service. I’ve used the free version for several years and assumed my Scrivener files are safely backed up. Then, a few weeks ago I signed up with Dropbox Plus, but discovered very quickly that it’s features are way more than I will ever need, and very difficult for me to comprehend. I have tried to cancel but have not received confirmation. After searching for online critiques of their service I discovered that Dropbox has terrible reviews: 1.3 stars out of 5! Many stories of being ignored by customer service, files lost, no phone support without upgrading, difficulty in cancelling, etc.
Dropbox just works and no need to use support but once. i cannot remember why. Helped. They have a forum like this you can use. I have nothing negative to say about the product or support after many years as customer. They are now massively bigger than L&L so personal support will be different. Best to carry on this critique on their forums.
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I have had a few run-ins with Dropbox support over the years. First over the wording of a dialogue box that was displayed when I plugged in an external drive and Dropbox decided the entire contents needed to be upload. (Bad mistake as it was a Time Machine backup of an older Mac!) Support were useless. I believe that Apple has resolved this issue for future use by not allowing Dropbox to do this with external drives.
Second when my locality had a series of electrical brown-outs that caused Dropbox not to reconnect to my Mac mini, which uses Ethernet from my router, either never or only after many hours. Again support were useless. At the time my workaround was to re-install the Dropbox extension after each brown-out. They may have resolved the issue as the reconnect appears to happen quickly not that there have been any recent brown-outs.
Having in the past served on help-desks I am of the opinion that the people who should be there are those who in most organisation are consider tertiary support; basically they know what the **** they are doing whereas the desk jockeys of front-line support have no experience, often do not understand the problem at all, and merely follow some script that they also do not understand.
I left one such company to become a freelance counsultant. When I had to call in for support as a customer the desk jockey said they were the only one available — all the other staff were out of the office on a jolly sorry “team building exercise” — my retort was “I sat in that very seat so don’t try to kid the kid that kidded millions.” The senior support person called me back the following day.
Telling the front line support person that you’re an MIT professor doing research for a class is reputed to get a pretty quick response, too.
(The person who told me this was in fact an MIT professor.)
This is at least partly because MIT denizens including students were early adopters of Dropbox, to the extent that one of the class rings has the Dropbox logo on it.
(S.B. MIT 1975)
Actually the comment predates Dropbox. More an observation that being obviously knowledgeable gets one kicked upstairs fast.
They should have that as an option. “Press 5 if you are obviously knowledgeable.”
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Never been slapped about the head and called a bloody know-it-all?
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I mean, sure. But no more than usual for 11:56 in the morning.
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