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Forum Discussion
Issues with File Requests: "Something went wrong, but we think it was a fluke. Try again."
For the last two weeks, file requests fail when clients send us files, with both Mac and PC on multiple days. The same file requests previously worked, as recently as three weeks ago. The clien...
There are several problems here:
- Dropbox support has been incredibly unhelpful. As someone who worked in IT, communicating with your support ranks up there among the worst support experiences I've seen after working with dozens and dozens of vendors.
- Dropbox support has been slow to reply. This is mission-critical usage, so we have a Business Advanced plan. Waiting several days for your support to reply is a show-stopper.
- After already wasting an hour of pointless troubleshooting steps with your support, "advanced" support expects us to document numerous other steps. We are in our busy season of 15 hour days. Our business is not troubleshooting issues with Dropbox.
I'm posting here hoping that someone who is resolution-focused can intercede. Otherwise, I think we're done with Dropbox.
I've been a fan of Dropbox for many years, and we spend a considerable sum on our Dropbox plan every year. I've always been surprised at the number of comments from colleagues about how much they dislike Dropbox, but after this experience I'm beginning to understand.
Issues happen. What matters is how a vendor deals with them. In this case, the response from Dropbox has been a disappointing failure.
Hannah
Dropbox Staff
Dropbox StaffHey Frostbytes, thanks for your feedback here.
We appreciate you taking the time to let us know what you think; rest assured that your comments have been noted.
Can you give us the ticket number for your communication with our support team, so we can take a look?
Hannah I am having the same issue "something went wrong, but we think it was a fluke. Try again"
Issue is across different types of web browsers as well, cannot access files that were uploaded to me in a File Request.
What is the resolution?
Hannah wrote:Hey Frostbytes, thanks for your feedback here.
We appreciate you taking the time to let us know what you think; rest assured that your comments have been noted.
Can you give us the ticket number for your communication with our support team, so we can take a look?
I'm cautiously pleased that my comments have been noted. I hope that your support decision-makers consider our experience so far to be an opportunity to provide better, resolution-focused support that's much less frustrating for long-time customers like us.
The support ticket is 23784084.
For the record, the problem continues after several days. And like Numbersguy7777 has pointed out, it happens in Chrome both in a normal tab and in Incognito Mode.
