8 comments

  • Andrew C, almost 5 years ago

    This flow is a bit obnoxious. I understand not making it TOO easy to cancel but 3-4 flows is annoying. How many users input fake data in the "tell us why" step just to get through (if they realize they can get through at all).

    3 points
    • , almost 5 years ago

      This is a good point - probably another reason some companies still prefer to make you contact support to downgrade to cancel. You're probably more likely to give a real person a real reason.

      0 points
  • Cristian MoiseiCristian Moisei, almost 5 years ago

    I think Dropbox is on the right track to creating value for their users and making their offering more sticky with products like Paper, but given their track record of making products people like (Carousel, Mailbox) only to axe them later, and the fact that their core service is identical to Google's or Microsoft's, only considerably more expensive, I remain skeptical about their future and I can see why they'd be so aggressive trying to keep users.

    2 points
  • Andrew ConnAndrew Conn, almost 5 years ago

    I just had to help someone downgrade their Dropbox. I was very surprised how many times they tried to trick you into clicking the wrong button in order to stop you from downgrading. Talk about UX dark patterns. Ethically borderline, but hey... I’m sure some Prodict Manager at Dropbox is hitting his/her retention numbers, right?!

    I’d love to see some type of US national legislation mandating a standard 3-step account downgrade/deletion UX. Make it consistent for users and instill accountability.

    1 point
  • Stefano TirloniStefano Tirloni, almost 5 years ago

    A quite aggressive approach...

    0 points
  • Dan SimDan Sim, almost 5 years ago

    I had to completely abandon dropbox because it would crash when trying to delete large amounts of files I needed to in order to downgrade. Could either keep paying what I was to host the files or just not use Dropbox at all. Chose the latter

    0 points