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Creativenap's avatar
Creativenap
Explorer | Level 4
2 months ago

We've had a massive data loss incident - can we please get some assistance?

I am writing to urgently request your immediate attention regarding a significant data loss incident that occurred shortly after I installed the Dropbox app on my MacBook Pro OS 14 Sonoma on Tuesday,...
dropbox business
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BenDBX's avatar
BenDBX
Icon for Community Manager rankCommunity Manager

Hi Creativenap,

 

I've taken a look at your support ticket, and one of our team members was able to roll back your account to recover your data. Please let us know if everything is in working order on your end!

 

Thanks,

Ben

Creativenap's avatar
Creativenap
Explorer | Level 4
2 months ago

Hi Ben,

 

Thanks for your comment here. My request was to have my account rolled back, indeed. However, as far as I can see Dropbox has completely wiped out my data! I have already responded to let Samuel from the "advanced team" along with a video recording to show what I'm seeing/not seeing from my end. 

May I ask why Dropbox allows only a single email correspondence per 24 hours (and only Monday through Friday) with your support team during a crisis like this? 

I have upgraded (paid more) in order to access the 24/7 phone support due to the urgent nature. Yet, I'm redirected to email correspondance with a significant lag in responses from your team.

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 months ago
    Creativenap wrote:

    I have upgraded (paid more) in order to access the 24/7 phone support due to the urgent nature. Yet, I'm redirected to email correspondance with a significant lag in responses from your team.

    Out of interest have you paid for the upgrade or taken a trial? Trial memberships don't include support at the higher levels, its only once you actually pay do you get it. 


    As for the level of support, that one I cannot comment on, however, support is only Mon through Friday I'm afraid. 

    • BenDBX's avatar
      BenDBX
      Icon for Community Manager rankCommunity Manager
      2 months ago

      Creativenap Thanks for providing us with an update here. I've flagged this with our engineering team for further investigation, and I'll leave a note with Samuel so that he is aware. We will let you know when we have an update for you

    • Creativenap's avatar
      Creativenap
      Explorer | Level 4
      2 months ago

      Hi Mark, 

       

      I have been with Dropbox for over a decade (probably about 13 years). The plans have changed over time and I wasn't keeping track. However, the last plan I was on, I believe it was called Plus, only allowed me to have chat support. Due to the urgent nature of my data loss crises, I decided to upgrade to the Business Team last Monday, September 30 just to access the Dropbox phone support service 24/7. But if the phone service still directs me to email, that feels like false advertising to a consumer. And overall, a poor user experience.

      Here are the details for my upgrade:
      Transaction ID: [...]
      Amount: $54
      Licenses: 3

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