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Forum Discussion
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, September 24th.
On that day, I experienced a mass disappearance of files. I have since spent countless hours working with Dropbox support, with no clear explanation or solution in sight. Despite upgrading to the Business Team plan on Monday, September 30th in an attempt to access higher-level support, I have found myself continuously redirected between chat, phone, and email support, with no meaningful progress.
Below is a detailed timeline of my interactions with Dropbox Support:
- Tuesday, 9/24: Installed Dropbox app on MacBook Pro OS 14 Sonoma.
- Wednesday, 9/25: First noticed the disappearance of files/folders on the desktop.
- Chat Support with Marcus: ~1 hour 30 minutes (8:16 pm – 9:46 pm PST).
- Thursday, 9/26: Follow up on missing file issues as I discovered more missing files.
- Chat Support with Luis: ~4 hours (2:00 am – 6:00 am PST).
- Friday, 9/27:
- Chat Support with Monica: ~1 hour (3:47 pm – 4:48 pm PST).
- Saturday, 9/28:
- Email correspondence with Luis.
- Monday, 9/30:
- Chat Support with Madison: ~1 hour (12:21 pm – 1:45 pm PST).
- Upgraded from Dropbox Plus to Dropbox Business to access phone support, in hopes of a faster resolution. Immediately after the upgrade, the folder structure was modified without notice.
- Tuesday, 10/1:
- Phone Support with Carrie: 26 minutes (10:52am – 11: 18am PST)
- Phone Support with Griffin, who escalated the case to the Dropbox Restoration Team: 36 minutes (11:34 am – 12: 10 pm PST)
- Wednesday, 10/2:
- Email correspondence with Samuel from the Advanced Support team.
- Phone Support with Ruth due to inadequate information provided by Samuel: 21 minutes (12:55 – 1:16pm PST)
- Thursday, 10/3: Email correspondence with Samuel—no new information regarding my lost files.
- Phone Support with Miranda: 45minutes (3:50 – 4:35pm).
After 10 days and interactions with 9 different support agents, Dropbox has still not provided a clear explanation for the data loss, nor have my files been recovered.
As the owner of a brand design studio, this is an absolute catastrophe for my business. I rely on Dropbox for data security, but the support I've received has been inconsistent and insufficient.
I respectfully demand your immediate intervention to prioritize the restoration of my lost data. This situation requires a competent and transparent response to address the ongoing issues and restore my confidence in your service.
I appreciate your prompt attention to this urgent matter.
Hi Nancy,
Thanks for your response. I would like to request that my post remain as my post. I'd be happy to repost under a different topic and invite the community to chime in.
I operate my business 5 days a week and while I have been informed by every support agent I spoke with in the past 72 hours that my case has been marked as "urgent", the response time has consistently exceeded 24 hours, not to mention that the previous email response I received did not even address my question in regards to my data recovery status.
My business is suffering every minute that we do not have access to our data. I think it's important that the community has visibility of this incident so they can either share their successful recovery experience or learn from my experience.
I don't appreciate my posts getting merged/buried or moved to your Spam, which I just saw a few minutes ago.
Kind regards,Creativenap
BenDBXCommunity 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
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.
- Nancy
Dropbox Staff
Hey Creativenap, I can see that you initially replied to the original user who opened this thread and, since you’re both having similar issues, we’ve merged the rest of your posts here for consistency reasons. However, this doesn’t mean that we don’t go through your posts carefully.
Now, as Hannah mentioned above, this is a public forum so we don’t have any account visibility and we can’t see any details on your Dropbox account/what may have happened.
Since you have an open ticket with our specialists, the only thing we can do is redirect you there, as they’re the only ones who can see more info and further help. As I understand the urgency of the matter though, I’ve left them one more internal note on my end to get back to you as soon as possible.
Hi Hannah,
May I ask why my posts keep getting merged/nested under someone else's post?
I'm afraid the agents I've worked with so far are not taking the matter seriously and have not been adequate or timely with their responses.
