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Chatbot didn't offer all available plans
Last week when my previous DropBox plan expired, I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package (2TB at $9.99 a month). I e...
Rich
Super User II
Super User II
WABlevins wrote:
I worked with a chatbot to explore my options for renewal. The lowest plan Dropbox would offer me was their "Plus" package ... I get an email ... offering me an option of 100GB for just $1.99 a month.
The plan you were offered, Basic Plus if I'm assuming correctly, isn't widely available, possibly even limited to certain geographic locations. You can't visit the site and choose that plan. It's only offered, and is likely one of the experiments that Dropbox tests once in a while. The bot likely has no idea it exists.
Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.
- Mark
WABlevins wrote:
Thank you for this insight, Rich. Although it doesn't increase my trust, to realize Dropbox only gives me customer service through an insufficient chatbot. This actually decreases my trust even further.Once a paying user you get access to paid support options such as Chat and ticketing system.
It is only reasonable and fair that those are prioritised for people paying for them.
- Fair enough. But this still doesn't address the incorrect information I was given about available packages. Information was withheld, in an apparent attempt to over sell me. I was very clear about what I wanted. And was given incorrect information about available package options. This has still not been addressed.
- Rich
WABlevins wrote:
But this still doesn't address the incorrect information I was given about available packages. Information was withheld, in an apparent attempt to over sell me.The information wasn't incorrect. The chat bot can only supply information regarding the regularly available packages; the same ones listed on the website. It has no information on any experiments or special offers that Dropbox may, on occasion, make available. It also has no insight into your account to see what you are or aren't eligible for. It's just a bot for frequently asked questions.
