No additional space on Business Advanced

Hello

we are paying yearly in advance for our Dropbox advanced business plan, where our storage was 64 TB.

After the migration, our storage is 54 TB. Its been two months now, asking about the reasons why we lost the 10 TB, no answer. 

its really frustrating, because we are paying in advanced,  so we lost 10 TB that we already pay for it. 

i appreciate if anyone can explain why we lost the 10 TB

thank you 

I have had enough of dropbox's b.s.. They have been lying to us for the last few months. I went through all the proper procedures... the phone call, chat and emails. I have a complete paper trail of everything they are doing that is OPPOSITE of what they have been saying. The story has been changing. I have been addressing this since they rolled out emails with this new change a few months ago. I've posted here a few times in this thread.

I want to follow up with you all. I contacted support, yet again, and was told something completely different this time. I now have been told my contract will not renew at the end of december and I have 60 days until my files are marked for deletion. I contacted support and they promised to get to the bottom of it and email me back with a solution.  Low and behold, there was no solution.  Here's the response from "Natasha":

Thank you for chatting with Dropbox Support today! This email includes a ticket number for your reference.
I hope my email finds you well. 
 
I've investigated this for you as promised. Dropbox has decided not to renew your contract. I'm afraid I don't have specific details available to me. Apologies for any inconvenience this may cause.
 
Usually this means either a) you didn’t respond to our Oct 27th email asking you to call us or b) we don't think we can service you effectively going forward
 
If there is anything else we could assist you with, we're only an email away
 
Best regards,
Natasha

Now, after being told (in writing) that my price wouldn't change and I'd have access to my files for at least a year, they now tell me tough **bleep**. I'm not sure what to do from here besides grab an attorney to see what documentation trumps all others. Whether that be their general TOS, or the documentation from the private emails directly addressed to me.  I'll post here if I get a resolution to share with you all.

I have been a Dropbox user for decades, and have always subscribed to an unlimited hosting plan. However, over the past year, the company has made it increasingly difficult to add space. Previously, the process was automatic. When approaching the available limit, the platform would add a reasonable amount of space. Then it became necessary to open a ticket requesting more space whenever the service was interrupted. Things have gotten even worse since then, and the company has either not provided the space, or increased it by less than 0.5%, which is a joke. My company depends on the space to deliver files to clients, in addition to administrative resources. And we are constantly harmed by the refusal to fulfill the contract. Our plan is unlimited, and Dropbox should honor the contract by providing the promised space.

Dear Dropbox Team,

I trust this message finds you well. My name is Nika and I am writing on behalf of our company. We have been avid users of Dropbox for our extensive filming needs, having purchased the unlimited storage package some time ago.

Before committing to this significant investment, we engaged in thorough communication with your sales representative, Mr. Francesco Santavicca. Mr. Santavicca assured us that the package we were purchasing was truly unlimited and would seamlessly accommodate our substantial storage requirements. Regrettably, our experience has not aligned with the commitments made during our initial discussions.

We have encountered several challenges since Dropbox altered its policy, transitioning from an unlimited storage option to a restricted monthly allocation of space. Our team, responsible for filming a TV show, required a substantial 160TB of storage space. However, Dropbox has only provided us with a mere 22TB, causing substantial disruptions in managing and safeguarding our crucial footage.

To exacerbate matters, subsequent changes to Dropbox's policy further limited the monthly space allocation, rendering our user experience unproductive and hindering our ability to effectively organize and store our content.

Considering the disparity between the promised unlimited storage and the actual limitations imposed, we find ourselves in a situation where the services rendered are not in line with the initial agreement. As a result, we kindly request a comprehensive review of our account and a rectification of the storage limitations to align with the commitments made by Mr. Santavicca during our purchasing discussions.

Furthermore, given the substantial impact these changes have had on our workflow and the essential services we anticipated, we must request a refund for the package that did not meet our expectations and requirements. We believe this is a fair and reasonable request, considering the substantial divergence from the terms initially communicated.

I would also like to include that we already have an open discussion on this topic - Ticket #22504933, for even more information about this situation.

We understand that policy changes are inevitable, but we trust that Dropbox values its customers and will strive to find an equitable resolution to ensure our continued satisfaction with your services.

We appreciate your prompt attention to this matter and look forward to a timely and positive resolution.

Thank you for your understanding.

Sincerely,

Nika

Has there been any updates on this?

We originally bought this plan because of unlimited space and now it says space is full and we have to pay 10 eur/month for each 1TB. It gets really expensive quickly. Our company has all the workfiles in Dropbox and lot's of coworking with clients.

We have to quickly start finding another solutions for this.

Last year, I decided to embark on an ambitious trip, driving a Super Suv around the world and living out of the back of my car. My plan was to document the journey and create a YouTube channel. To keep my content organized and accessible for my editor, I needed a cloud-based file organization system. After researching my options, I found an unlimited storage plan from Dropbox, agreed to all the terms, and started my journey.

Filming and uploading content on the road was far from easy. Many of the countries I visited had horrible internet service. I often had to drive around for hours and hours to find a decent spot, sometimes spending days or sleeping overnight in coworking facilities just to upload my content. Despite these challenges, I managed to accumulate about 16 TB of photos and videos over nine months.

Then, out of nowhere, Dropbox emailed me saying they were no longer honoring the unlimited storage plan and would now charge me for each chunk of new data uploaded(I don't have the exact quote anymore but it was around a few hundred bucks a year for each additional 5tb). I immediately contacted customer service and found out this was a firm new scam policy to screw over existing customers, with no flexibility. They assured me that they would at least refund all the existing customers they were screwing over and that my files would remain on their servers as long as I logged in every six months.

Determined to get my files, I tried downloading my folders, but nothing worked. Every attempt resulted in errors, no matter what device, operating system, or browser I used. Multiple emails to customer service yielded zero help.

With unreliable internet while traveling, I drove to a location with gigabit internet, hoping to download my files. Yet, even with a strong connection, Dropbox's download system kept failing. Their rules state that you can’t download more than 10,000 files or 250 GB at a time, but even when I tried smaller downloads, they failed.

At this point, I regretted not paying Dropbox’s extortion for larger storage, as that's not how I roll. Their lack of support left me feeling scammed and defeated. Now, I have a nine-month gap in my journey’s documentation the proof locked in the gates Dropbox hell, but accessing it is nearly impossible. 

Now when I log in I get this message "Your team is in locked state. If still in locked state after August 19, 2024, it’ll be deleted permanently" so I'm not sure what loopholes I might have to jump through to retrieve my files, but I have very low confidence that my files will remain stored on Dropbox as I was quoted by the customer representative.

I must admit, as far as rackets go, this is a pretty good one. I've traveled to some sketchy third-world countries where people are quite clever with their scams. But for a first-world country to use a bait-and-switch at this scale is one of the most clever, albeit scamming and deceptive, practices I've ever seen. I wouldn't be surprised if 90% of their customers paid the extra money because they didn't want the headache of switching to an honest company.

For anyone considering Dropbox for extensive storage needs, beware of potential policy changes and be prepared for possible technical issues. My journey continues, but my trust in Dropbox does not.