I owe all of you an apology.
Several months back, I posted here, crowing about an awesome cloud storage service I had started using. It was called Dropbox. When it works as it should, Dropbox syncs all your files, whether document, photo or music, and backs them up online every time you’re working. I was thrilled to discover the service, because at the time I’d been backing up my documents by sending the latest work to myself in email before shutting down each night. If I got sleepy and forgot to send myself an email, I ran the horrible risk of losing work. Anyone who’s ever lost pages knows how miserable an experience that is. My system worked well enough for me, but Dropbox seemed like a wonderful alternative. I signed on, and came here to tell you all about it. Many of you signed on as well, and I fervently hope that it has functioned as it’s supposed to for all of you.
Last week, my computer caught a particularly nasty Trojan. I wasn’t happy about it, certainly, but I wasn’t worried. All my documents were on Dropbox, after all, so I could just work from the laptop until my computer got well again. I logged on to see about setting it up on the laptop, and to my horror, found that my documents hadn’t been backed up since November. I searched the help documents, but none of them seemed to cover my problem, so I finally emailed the support address. A full week later, I received an email from Dropbox.
‘Thank you for your support request. Recently, we have been receiving a high volume of support requests and haven’t been unable to get back to you within a reasonable amount of time.’
Okay, I can understand this, and I’m generally a patient person.
‘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.’
Excuse me? This sounds like you’re saying you can’t be bothered to help unless I cough up money to become a Pro user. Surely you don’t mean that.
‘We will try our best to get back to you, however we cannot guarantee a response.’
You do mean it.
To my very great good fortune, the fellow fixing my computer was able to rescue all my documents for me (because he’s a god. -smile-) I’m returning to my old method of emailing to myself and saving on a flash drive. If you’ve been using Dropbox successfully, I’m happy for you even while I am sorry for bringing you around to them. This is exactly what Dropbox thinks of its non-Pro customers. Just so you’re not going to be taken in by them the way I was.
So that I don’t end on a completely depressing note, we’re going to be at DragonCon next weekend!! I hope we get to see some of you there. Stay tuned here tomorrow for the latest news on where you can find us.