Beware Dropbox! A Cautionary Tale

I have just been forced to undergo one of the most time-consuming, frustrating and anger-producing experiences with technology of my long career in the field and I feel an obligation to warn you of two things:

First, stay away from Dropbox. The services they provide in terms of an offsite storage location for important and shared files is quite good but their “customer service” is crap. In fact, it’s non-existent. Their Web site contains no obvious way to contact the company…and I spent more than an hour trying to find it. No phone number. No email address. No physical location.

Finally, I found a trouble ticket submission page. I filled out the form describing my problem (a billing issue in which they are continuing to bill me months after I cancelled a service) and submitted it. Several hours later I received an email saying, in effect, “Buzz off, buddy. We’ve designed the greatest self-serve customer service experience ever. Go use it.” Which, of course, I already had, without success.

Second, do not sign up for recurring payments on anything. As it turns out — and if I’d thought about it, I’d have realized this sooner — once you sign up for one of these payments, only the vendor can stop the billing. Your bank cannot help you because the vendor has your credit card information. So even if your bank would tell them to stop charging your account, there’s no way to enforce it. And most banks won’t even do that; after all, the vendors are generating a lot more revenue for them than you are.

Because I couldn’t reach anyone at Dropbox to request they stop dinging my card, I had to close the card and have a new one issued. Which is already resulting in messages from the places where I have my card on file for convenience (and not for recurring payments) crowding my email inbox. Each of these requires me to go to the vendor site and update payment information. But that’s only after I get the new card, which in the ordinary course of business apparently takes the bank 7-10 days (which is ludicrously indefensible). So I agreed to pay an additional $25 to expedite delivery of the card (which is what the bank claims FedEx charges but I doubt that).

So, bottom line. Avoid Dropbox like the plague. Avoid recurring payment arrangements lest you find yourself spending gobs of time undoing them when one of them decides to defraud you.

 

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