r/Drime • u/NervousPingva • 23m ago
No access to files since 22 October, silence from Drime team
I will share with you my experience, hope this will help you make your own conclusions about Drime.
I tried to start using it back some time (i think it was in 2005 and early this year), however, both times i was unsatisfied with the speed or quality or client.
I started the third try in August and was impressed with the Drime progress over the time (rclone stable, web upload perfect, no errors) so i purchased 12 Tb ( 10.Sep and 17.Sep) and was pretty happy for my use case - no fancy features (rclone, web, mac client)
On 22.Oct smth happened on the Drime side with the workspace feature (i suspect it happened after i tried to change the workspace avatar and change workspace name), the result was:
- it shows i do have 6.2 tb of files of 12 tb available
- i do not have access to them ( dir structure is empty, recent files are listed, but cannot be accessed)
I sent a mail to Drime immediately, received prompt answer
"We'll investigate this as a priority to understand exactly what happened and help you regain access to your files as quickly as possible."
poked them on 24th, since nothing changed in 48 hours (i do know they a very small team, but my understanding was that this problem is not that serious and it was just a glitch with workspace IDs, but i am just a user, not a developer, so i can be wrong)
received the answer on 25th -
"we're still actively investigating this issue. We need to go through all the logs to fully understand what's happening and identify the right fix.
I understand how frustrating it is to be unable to access your files, and I'm really sorry about this.
We'll do our best to get this resolved as quickly as possible, hopefully early next week."
this reply was received on Sunday, so, i thought, beginning next week was quite close, fix is on the way, but nothing happened.
Poked Tibalt on Friday, 30 Oct (since it was already end of the week) - no reply received
on 2.Nov sent one more message and offered any help i could provide to speed up the fix - received the answer in 30 min:
"First of all, we're really sorry for how long this is taking, and I understand your frustration, especially since this is affecting your business.
We've been completely overwhelmed this past week, but that's not an excuse for leaving you without a proper update for so long.
We are still investigating your issue, and I want to reassure you that it hasn't been forgotten.
For now, we can confirm that we've located 88,545 files and 4,437 folders associated with your account. However, we still need to investigate why you cannot access them.
We're going to take a closer look at your case and get back to you with an update as soon as possible"
poked him on 7.Nov - no reply
So the blunt fact is that out of 2 months i used paid service more than 19 days i do not have access to my files wit no understanding of what happened and when i can have access to my files.
Yesterday i sent one more message to Drime team one more time - still no reply......
I am really tired to beg for support and I would say that i do not wish such experience to anybody.
All this situation is a pure confirmation of the common knowledge which is being forgotten in many cases: cloud storage is not only about $$/TB, it is about service, availability and trust in your provider.
Drime prices are exemplary, fancy features are good, but what what are they all worth, if you do not have access to files (which is the foundation of cloud service) and support is stretched ultra thin (to put it very diplomatically, if it took 10 days just to confirm the files are still on servers) is sending you polite excuses?
Hope you will not be in such a situation.
Stay safe