Customer service is nonexistent/an absolute joke
September 08, 2020

Customer service is nonexistent/an absolute joke

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Business

Modules Used

  • Zoom Phone

Overall Satisfaction with Zoom

I'm currently using Zoom Phone to call clients in Asia.
  • The call quality is good.
  • Support is nonexistent. You're supposed to be eligible for support on a paid plan, but upon entering my account details the automated voice says I'm not eligible for phone support. I've then tried emailing and get an automated reply saying there is currently no email support. I've tried calling and emailing the sales team as well but replies are extremely slow or nonexistent and you have to be pushy to get anywhere. Just called the sales team again and got a lady in Manila who was part of the 'overflow' team. She informed me that the reason support is currently so bad is that they have "2.8 billion users..." come on. That number is ridiculous, but if Zoom is doing so well why can they not employ more people?
  • I've been able to have clear calls with people throughout a handful of Asian countries.
  • I have not been able to access customer support.
Call quality good, customer support nonexistent.
Zoom is actually a good product, the call quality is good, but I've never experienced such poor/nonexistent support from any company I've used.

Zoom Workplace Feature Ratings

Not Rated
High quality audio
8
High quality video
8
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Desktop sharing
5
Live chat
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated