Complaint/ Poor Service

Question

We have a support ticket raised, over 2 months ago and we are no where near a resolution.
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Please can someone contact me and advise how we can get this resolved as we are looking at getting a credit for the unusable service being provided.

Nancy · Answer

I'm sorry to hear about your experience, ponyandtrap.&nbsp;
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Can you send me your ticket number, so that I can also check it?&nbsp;
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Give me a nudge, when you're ready.

ponyandtrap1 · Answer

Hi Nancy,Ticket #22491109: Dropbox Support Chat&nbsp;We had a response yesterday to some information we sent nearly 2 weeks ago and it still isn't working.&nbsp;I can't even remember when the case was raised/ logged or relogged as it was so long ago now.&nbsp;A call would be more helpful as we are not getting anywhere with progressing this issue.

Nancy · Answer

Thanks for the ticket number, ponyandtrap1; I appreciate it.&nbsp;
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Unfortunately, our advanced team can't be reached via phone, so I'd still recommend replying back to their email, so that they can further look into this, and suggest the next possible steps.&nbsp;
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I've also left them an internal message for you.

ponyandtrap1 · Answer

Hi Nancy,&nbsp;This is unacceptable, I have responded and the response times leave us waiting weeks when the customer has no access to the service that they are paying for. I responded on Friday and this ticket was raised months ago.&nbsp;The minimum we would expect is a credit/ refund for the service that the customer. We supply the information requested and it is not actioned appropriately or timely.&nbsp;I await your response.&nbsp;Thanks,&nbsp;Kieron

Jay · Answer

Hi ponyandtrap1, we appreciate your feedback. As you are already in contact with a specialist team, we can only recommend replying to that email, as they are the only agents who are able to support you further on this matter.

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