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The Zoom product is great, but the billing and customer service is on the opposite side of the spectrum
May 29, 2020

The Zoom product is great, but the billing and customer service is on the opposite side of the spectrum

Richard Foster | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Business

Modules Used

  • Zoom Meetings & Chat
  • Zoom Video Webinar

Overall Satisfaction with Zoom

Zoom is being used to provide online learning and training to instructional faculty and enrolled health care students.
  • Quality image and audio.
  • Easy to use.
  • Allows for virtual backgrounds.
  • Offers a variety of meeting settings.
  • Billing service
  • Customer service
  • Response to issues
  • Adequate support
  • Although short lived, it has allowed us to continue with training.
  • Enables less travel to distant sites.
  • Allows for a varied number of attendees.
Although Zoom provides a quality product, and I would normally give a higher rating than I did, Zoom lacks in billing and customer support. Zoom has focused on the onslaught of its privacy issues and has diverted its attention to this issue. In doing so, users that have issues with subscriptions are left fending for themselves. Billing and customer support are lacking, and users are faced with emails that go unanswered. When attempting to call in, long waits of being placed on-hold occur, only to be answered by their answering service. With the recent onslaught of online needs, the business practices of Zoom have failed. Numerous accounts of someone having paid for a business or pro account has ended up reverting down to a basic subscription. This reversion results in numerous problems, one of which is the inability to hold meetings longer than 40 minutes.

Zoom Feature Ratings

Cloud PBX ()
Not Rated
Call Management ()
Not Rated
Mobile apps ()
Not Rated
10.0
High quality audio
10
High quality video
10
9.0
Calendar integration
10
Meeting initiation
8
Record meetings / events
Not Rated
8.0
Desktop sharing
8
10.0
Live chat
10
9.0
User authentication
9
Participant roles & permissions
9
Unified Communications Platform and Collaboration ()
Not Rated

Zoom Support

Billing and customer support is non-existent. Multiple emails, multiple phone calls, long wait times on hold, all of which result in dead ends.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes - Upgraded to a pro account to be able to get some degree of support.
Although I am a new subscriber to Zoom, the word exceptional support is not something that I associate with Zoom.