Maidstone Capital Corporation review: Private equity

Luke,

This is becoming a project from Hell which relies on us, the customer, having to do the work which we apparently are paying for every month. This is simply not our job. If you cannot dial in an explain to us what happened, why you could not get back to us in less than a week and now have no way to analyze or fix it without significant interaction with our team, something is truly wrong with your operating model.
We are a Private Equity shop not an IT firm. That is why we pay you. An analogy of the absurdity of your business model is you come to us to make an acquisition, we hand you a few links to read and send you out to locate the target, perform due diligence, structure the deal and come back to us when it is ready to be closed. We of course would collect all the fees including billing for the time you invested in doing our duties. Does that make any sense to you?
I truly feel as if I am performing in the Theater of the Absurd. If you cannot investigate and determine what went wrong, we certainly cannot, how do you stay in business. If you honestly believe we are going to put another minute of our time debugging your product for you, it is not happening. And, your refusal to even discuss the cost we have incurred from the damages inflicted on us by Dropbox is typical.
We will look for a new vendor and ask in light of the fact we were never provided any support which we have paid for a decade to be refunded those fees immediately. It is probably best to part ways at this point.
Please let me know when our support fees will be refunded. They can go back on the card on file.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

From: "Luke (Dropbox Support)"
Reply-To: Dropbox Support
Date: Tuesday, May 19, 2020 at 1:11 PM

Luke if you are a real person,

Is this a joke? You are now responding with some format of possible help exactly 7 days after the problem which, at a substantial cost to my firm, was rectified last Friday by an outside IT firm without a single response communication from Dropbox.

Let's dissect this ludicrous communication you sent this morning.

Now you want information,
I need to spend time responding to file paths and files,
I need to take screen shots,
A tutorial on how "I" can take screen shots", an Apple site,
The train wreck is being blamed on us as a "set up error". We have had this exact set up for 10 year, I don't think so,
I am the founder of the firm and now we are discussing Administrative privileges, 7 days later,
You are looking forward to my reply, really.

First, I am the customer and you are the vendor. This seems to be severely lost at Dropbox, two, the reason we pay for support is to get support, not the negative experience you have put us through, three, support is different than training, your email makes it clear you want to train us, me, to solve your problem, fourth, If it has become my responsibility to service my system related to your software, where do I send the bill for my time, fifth, you have not responded to where I send the bill for the cost of restoring our system last Friday after no one returned any level of correspondence to us, lastly, please send your policy and procedure to me concerning customer service so we can have it reviewed.

This entire experience was and continues to be unacceptable and if it had not done such damage to our firm would almost me an internet meme for IT stupidity.

I expect the address for mailing our invoice for reimbursement and your Customer Policy and Procedure immediately. In your world I suspect that means next Tuesday. In either case I do expect both.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

Luke,

This truly is the Theater of the Absurd.

It is time to move on and hand this over to legal.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This should be my final post as we have referred this situation to legal . This companies product are an inexpensive solution to file sharing for small business. Our mistake was not to have moved away from them after we have grown. They have no ability to manage a medium to large account. The product is clunking and not a smooth piece of software. It also has many faults. Again, part false advertising and representation and part our own fault for not looking for a better solution sooner. We all know legal is highly ineffective in resolving a disppute but we are so angry with what this compa y did to our business they have fueled our emotion. People complain about India and the Philippines, we don't know where aka"Luke" is from but we certainly have experienced a third world experience. If "Luke is US based it is even more pathetic. Our recommendation, read the reviews on the net then look for another storage solution. Please read the last communication from "Luke" below. We are now 10 days out without a modecum of understanding from Dropbox let alone a plan to resolve. Thankfully we had the resources to bring in an outside IT company to find our missing files. Now we have to find another platform provider. #STAYAWAYFROMDROPBOX

Luke, May 21, 2020, 7:07:17 AM PDT:
Hi Robert,

I can understand the situation and frustration caused, and I do apologize for any miscommunication during this interaction.

Trust me, on our end we are here to help resolve any issues you may face while using Dropbox.

That is the reason why we require certain pieces of information to be provided on your end, so that we can locate the problem and then provide you with a resolution.

I am available for any further questions.

Regards,
Luke

Robert mcDonald, May 20, 2020, 9:52:44 AM PDT:
Luke,

This truly is the Theater of the Absurd.

It is time to move on and hand this over to legal.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

Luke, May 20, 2020, 9:29:32 AM PDT:
Hi Robert,

Thank you for getting back to me.

To be able to assist and resolve the issue, we do need more information to investigate further on what happened.

Due to this reason we need more information, such as screenshots and file names, to give you the best support and a faster resolution.

Concerning the support fees, there is no extra fee for support as the charge is for the Dropbox plan you are on, the features and storage that is provided.

This is the reason I am not able to provide a refund for the support fees.

If you require any more assistance, feel free to contact me.

Regards,
Luke

Robert mcDonald, May 19, 2020, 11:12:55 AM PDT:
Luke,

This is becoming a project from Hell which relies on us, the customer, having to do the work which we apparently are paying for every month. This is simply not our job. If you cannot dial in an explain to us what happened, why you could not get back to us in less than a week and now have no way to analyze or fix it without significant interaction with our team, something is truly wrong with your operating model.
We are a Private Equity shop not an IT firm. That is why we pay you. An analogy of the absurdity of your business model is you come to us to make an acquisition, we hand you a few links to read and send you out to locate the target, perform due diligence, structure the deal and come back to us when it is ready to be closed. We of course would collect all the fees including billing for the time you invested in doing our duties. Does that make any sense to you?
I truly feel as if I am performing in the Theater of the Absurd. If you cannot investigate and determine what went wrong, we certainly cannot, how do you stay in business. If you honestly believe we are going to put another minute of our time debugging your product for you, it is not happening. And, your refusal to even discuss the cost we have incurred from the damages inflicted on us by Dropbox is typical.
We will look for a new vendor and ask in light of the fact we were never provided any support which we have paid for a decade to be refunded those fees immediately. It is probably best to part ways at this point.
Please let me know when our support fees will be refunded. They can go back on the card on file.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

Luke, May 19, 2020, 10:11:26 AM PDT:
Hi Robert,

I do understand your frustration on this matter.

To reach to a solution and locate where the issue came from, we do need information from your end to troubleshoot the issue at hand.

This is where file names and screenshots could provide valuable information as the expected behavior of a sync would not remove files but sync your web and desktop version to look identical, this is why we need to investigate both how the app was setup and what happened.

The events page sent to you before, would show if any actions where done to the files and folders in the system to help locate the root of the problem.

The tutorial is provided in the case where you are unfamiliar with the OS, as screenshots can be vital to represent an issue and help avoid steps that are not required to resolve an issue.

We are here to assist, but to be able to assist as best as possible, we do require more information.

You can find the Terms of Service in the following link:

https://www.dropbox.com/terms

Concerning the reimbursement of the charge mentioned, we are only able to look into charges related to the Dropbox plans and subscriptions purchased via our website.

I do apologize for any inconvenience this experience has caused you and I will be here to answer any of your questions.

Regards,
Luke

Robert mcDonald, May 19, 2020, 6:20:25 AM PDT:
Luke if you are a real person,

Is this a joke? You are now responding with some format of possible help exactly 7 days after the problem which, at a substantial cost to my firm, was rectified last Friday by an outside IT firm without a single response communication from Dropbox.

Let's dissect this ludicrous communication you sent this morning.

Now you want information,
I need to spend time responding to file paths and files,
I need to take screen shots,
A tutorial on how "I" can take screen shots", an Apple site,
The train wreck is being blamed on us as a "set up error". We have had this exact set up for 10 year, I don't think so,
I am the founder of the firm and now we are discussing Administrative privileges, 7 days later,
You are looking forward to my reply, really.

First, I am the customer and you are the vendor. This seems to be severely lost at Dropbox, two, the reason we pay for support is to get support, not the negative experience you have put us through, three, support is different than training, your email makes it clear you want to train us, me, to solve your problem, fourth, If it has become my responsibility to service my system related to your software, where do I send the bill for my time, fifth, you have not responded to where I send the bill for the cost of restoring our system last Friday after no one returned any level of correspondence to us, lastly, please send your policy and procedure to me concerning customer service so we can have it reviewed.

This entire experience was and continues to be unacceptable and if it had not done such damage to our firm would almost me an internet meme for IT stupidity.

I expect the address for mailing our invoice for reimbursement and your Customer Policy and Procedure immediately. In your world I suspect that means next Tuesday. In either case I do expect both.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

Luke, May 19, 2020, 3:43:06 AM PDT:
Hi Robert,

Thank you for your reply.

We are looking to assist you but we do require more information for the investigation.

Please write back with the specific names and file paths of the files you're experiencing this issue with.

Note: A file path looks like a link, and is the chain of folders you would need to navigate through to find the file. For example: "C:UsersPandaMy DocumentsDropboxFresh Leaves.doc"

Also, can you please send me a screenshot of the problem so I can investigate further?

If you have questions about how to take a screenshot, please see the following:

http://support.apple.com/kb/HT5775

If you have more than one screenshot to send us, please attach each one to this email individually, rather than adding them all into a document. If the attachments are too large to email, feel free to send each one as a Dropbox shared link instead.

In general, the Dropbox software is designed to watch your Dropbox folder and sync any files placed in the folder. Your Dropbox folder is just like any other folder on your hard drive, but with syncing features.

This means that Dropbox would sync the files and folders the way that it was setup in the folder.

For security reasons, we are only able to provide phone or chat support to Dropbox Business admins. Your admin can reach us by using the contact information in their admin console here:

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

If you'd like to have access to phone and chat support in the future, the admin of your team can make you an admin by following these steps:

1) Log in to https://www.dropbox.com/team/admin.
2) Click the gear to the right of a member's name and select "Add admin permissions" from the menu.

Thank you for understanding our security policies and thank you in advance and I am looking forward to your reply.

Regards,
Luke

Robert mcDonald, May 18, 2020, 2:03:49 PM PDT:
Luke,

It is unclear if you are a real person or another fabricated Bot which appears to be the way Dropbox operates. We are now 6 days out from the incident and yet have had no meaningful communication with Dropbox of any kind. Had we not hired outside help, the company would still be shut down. Sending me links to self-diagnosis and attempt to repair borders on mental illness. You may find this hard to believe but not everyone is an IT geek or has any interest in servicing, maintaining or repairing their own system. I believe that is why we pay for support which apparently does not exist. Quite honestly, your product is mediocre but fills a void in price point for small businesses. Your support and service is non-existent. Frankly, these stupid autoreply directing the user how to diagnose and fix their own issues is ludicrous. What a [censored] product and company.

When exactly were you planning on fixing the mess? Maybe after the company failed and filled bankruptcy? Thank god there was an alternative to you.

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

Luke, May 18, 2020, 10:24:52 AM PDT:
Hi Robert,

Thank you for your reply and I understand your frustration.

Dropbox syncs files that are located in your Dropbox folder and would not move a files/folder automatically.

The Events page at https://www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes), as well as adding or removing shared folders.

Adds, edits, and deletes that happened at roughly the same time are grouped together in Events. These events are sorted by time, starting with the most recent changes at the top of the page.

The page allows you to choose a specific date and/or a specific shared folders to drill down into.

If you would like to know more about a specific event, you can click on the blue link to open the event details page. For larger events this page will list all files included in it. For most deletions, you will be able to recover the files from this page. You can also use the URL of this page to request a restoration from our support team. Please visit the following page for more information:

https://www.dropbox.com/help/9230

Please let me know how this works out for you.

Thank you in advance and I am looking forward to your reply.

Regards,
Luke

Robert mcDonald, May 17, 2020, 6:39:24 AM PDT:
Dropbox whoever may actually red something,

This is so unacceptable. Dropbox ruined our business. On a simple sync, you stole our hard drive files and they could not be located in Dropbox. Why? Who gave you authorization to search our company directories. You stole from us. Then you hid the files making them unrecoverable. Messages of desperation were left by both email and for a phone call. Nothing has been received from you to resolve the issue. The complaints and requests began May 12, 2020. This response is the first telling us by automated update you hope we got it fixed 5 days later. Either you are totally incompetent or have no interest in providing any level of Customer Service.

To date, you have caused irreparable harm to our company and not even had the decency to respond to calls for help.

So, here is the bottom line, we had to hire an outside IT and security firm in the fix your problem. You stole our files then hid them in an old unused file named Old Maidstone 1 under User. It took hours to find this folder and cost us a 5digit number to fix the mess. This is all because you did something wrong to start with and here, 5 days later, you still have made no effort to rectify.

Where do I send the invoice for reimbursement for fixing the problem you caused? How long will it take to get paid?

Thanks,

Bob

Robert McDonald
Maidstone Capital Corp.
25 Sylvan Road South, Suite B
Westport, CT 06880
Office [protected]
Mobile [protected]

This email message is confidential information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone.

Luke, May 15, 2020, 1:47:18 AM PDT:
Hi Robert,

Thank you for contacting Dropbox Support. My name is Luke, and I'll be more than happy to help you with your request.

As I understand, you are missing folders on your computer after a sync.

Check if Selective Sync is turned on, if you've enabled Selective Sync, some files may not appear on your device. To restart sync, disable this feature. Learn how in this help center article:

https://www.dropbox.com/help/175

Do you see the files on the web?

The Events page at https://www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes), as well as adding or removing shared folders.

Adds, edits, and deletes that happened at roughly the same time are grouped together in Events. These events are sorted by time, starting with the most recent changes at the top of the page.

The page allows you to choose a specific date and/or a specific shared folders to drill down into.

If you would like to know more about a specific event, you can click on the blue link to open the event details page. For larger events this page will list all files included in it. For most deletions, you will be able to recover the files from this page. You can also use the URL of this page to request a restoration from our support team. Please visit the following page for more information:

https://www.dropbox.com/help/9230

Please let me know how this works out for you.

Thank you in advance and I am looking forward to your reply.

Regards,
Luke

Robert mcDonald, May 14, 2020, 8:06:58 AM PDT:
Drop Box told me to sync my local files with the cloud because there was to much storage. Much of what was on my local directory was personal. When I synched them it took hours yesterday but eventually restored my directory on my lap top. This morning it asked to put the Drop Box Icon on my desk top. When it completed my directory was removed again and all I can see is the company directory. I have logged in and can not find any of the uploaded newly synched files. I have lost my directory which has to company files in t and my personal files. I need help fast as I am shut down until the files are restored.

Device: Bobs-MacBook-Air.local : [protected]

Shared Folder: Namespace [protected] MCC Partners

Affected shared folder users: rmcdonald@maidstonecapital.com

[L79EY7-V5YK]