Cannot contact technical support -- support page just keeps reloading

Darius shared this problem ago

Published

Hi,

I have an issue in both MacOS drive app and iPad drive app where the file/finder extension is not showing and OX drive is therefore not integrating with the macOS finder or the IOS file system. It works fine on my iPhone where I am able to share files, apply password protection to shared files, etc.

I tried clicking on technical support above to get help and was take to a login page. I entered my details and the page just keep reloading and going nowhere. I tried this in another browser too, but the same problem persists. I also cleared my cache, but that didn't help either.

Is there another way to contact support?

The same problem 0

Replies (1)

mailbox.org Support ●

Hi,

thank you for your posting. We will look into the matter. You can reach our heldesk via e-mail. Please send your inquiry to helpdesk@mailbox.org.

With kind regards

Your mailbox.org team

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Darius ●

Hi, Thanks for the quick response. I'll write directly to that email.

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Darius ●

I want to follow up on this since it may affect other people. First, the support experience was really not good. I shared the information above and was told that Open xhange, the company that developed the platform tends to add fewer features for Mac and that it was beyond Mailbox.org's control to do anything about my issues. When I followed up, I was told that there was nothing more to add and nothing he could help me with.

I eventually managed to get it all working and wrote back to the person to let him know that, in fact, the feature I asked about was present and available in IOS and MacOS. I also gave some feedback about his response, pointing out that a) I'm a customer of Mailbox, not Open Xchange, so not taking responsibility for their services did not seem right, b) I had given him enough clues (works on one IOS device and not on the another) that it was at least a case that he should have tried to help me with and c) Mailbox should know their own product enough to be able to identify what is and what is not included functionality.

The person replied thanking me for the 'feature request', promising to pass it on to the developer. Given what I had written, i.e. feedback on the service and letting him know that there was no issue since it was all working, his response did not make any sense at all. He just couldn't be bothered to reply properly.

All this to say, this support experience made me not trust Mailbox.org support. It was as though this is how the person gets rid of customers when they ask for help.

Anyway, if you have a similar issue, maybe try deleting the OX Drive app, rebooting and reinstalling. No idea what was wrong, but that solved the issue for me.

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Darius ●

And, by the way, the issue with accessing the support page is still present in Safari, Chrome and Brave.

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mailbox.org Support ●

Hello Darius,

thank you for bringing this to our attention. We are sorry that you are not happy with your experience with our helpdesk. We will contact the support and look further into the matter. Of course we are invested in providing the best support, so your feedback is greatly appreciated and we will use it to improve our service.

Kind regards

your mailbox.org team

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Darius ●

Thanks. I know you're invested in providing good support -- it's one of the reasons I'm here.

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