Ask HN: Why is Dropbox still so horrible at support?

23 points

13 years ago

My dropbox hasnt been functioning for over 2 weeks. My account is showing that Im using over 300% of my allotted storage, but I have checked every folder, and there is no way Im hitting my quota. I sent dropbox an email detailing the problem, and I received this back

Dropbox Support, Nov 24 12:08 am (PST): Hi,

Thank you for your support request. Recently, we have been receiving a high volume of support requests and haven't been able to get back to you within a reasonable amount of time.

The volume of inquiries we receive on a daily basis prevents us from responding to all requests. Although requests from Pro and Teams users will be given priority assistance, we will do our best to get back to other inquiries when possible. If you are not a Pro or Teams user and you're looking to resolve your issue before we can respond, you may want to check out:

https://www.dropbox.com/help/

If you need to restore a large number of files and are unable to do so, please visit the following instructions to help us speed up the restoration for you:

http://db.tt/2QPImJ3g

If you are still experiencing problems, please reply to this message. We will try our best to get back to you, however we cannot guarantee a response. We're very sorry for the inconvenience.

Regards, The Dropbox Support Team

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What I dont understand is how has a company like Dropbox, who raised 250M dollars, still unable to handle support inquiries?

And since when has this become an acceptable response "We will try our best to get back to you, however we cannot guarantee a response. We're very sorry for the inconvenience."

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