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Forum Discussion
Feedback on my interaction with Support for a desktop issue on a Mac
Dropping this here to state my feelings about Dropbox technical support.
I had an issue that began about September 24th (hung up / frozen synch'ing "2 files"), which I researched myself, throu...
Hannah
Dropbox Staff
Dropbox StaffHey GoodNewsBears, thanks for taking the time to post here.
We can certainly understand your frustration and appreciate your feedback on this.
Can you please give us the ticket number for the communication, so we can take a look?
Thanks in advance.
Yep:
Ticket #24302847
But since this is a brand new, fresh backup I've put up, my problem won't manifest itself again until I "back up this backup"--attempt to synch to it, where it will most likely hang on the same "two mystery files."
Based on my usual schedule, I'm pretty sure I will "backup" this Dropbox APP Cloud version around Thursday of this week? So maybe then, it'll be worth evaluating. But pointless, to do so, today, since no issues will present, yet.
- Megan
Hey GoodNewsBears, thanks for the ticket number!
After looking into this internally, I can indeed see the many back-and-fourths for your case.
Trust to know that I can definitely see where you're coming from, and that this is less than ideal. On my end I've passed internally your comments, and worries in order for the agent to be able to review them moving forward.
The priority of your ticket has already been changed to "High", and since your case has already been escalated, we need to hang tight and wait.
The Specialized agents working on this have all the necessary available tools in order to "see" what could be happening on the device and more specifically the app there.
Thanks a bunch!
- Oops! Not sure if I was supposed to "update" here--for when I attempted to "backup" this "backup."As per usual, I tried "updating" through the "Dropbox Backup APP," and it (as predicted), hung on the two files (wouldn't finalize, nor--same story as the past month--would it register here as even trying to update: https://www.dropbox.com/backup/all).So, once again, I did my "solution" of:Totally DELETING my backup (Dropbox's targeted backup file), create a NEW backup, upload the whole thing (135GB) fresh, as described above. So it's not synch'ing or anything. But at least I'm able to get it up there safe and sound.Sorry if I was supposed to give someone a "headsup." All I saw (above) was this:"I've passed internally your comments, and worries in order for the agent to be able to review them moving forward.
The priority of your ticket has already been changed to "High", and since your case has already been escalated, we need to hang tight and wait.
The Specialized agents working on this have all the necessary available tools in order to "see" what could be happening on the device and more specifically the app there."
