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Careless customer service
March 08, 2024

Careless customer service

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

Software Version

Business

Modules Used

  • Zoom Meetings & Chat
  • Zoom Phone
  • Zoom Rooms

Overall Satisfaction with Zoom

Our company uses Zoom for online meetings and inbound/outbound local and international phone calls.
  • Online meetings
  • Outbound calls
  • Inbound calls
  • Online management interface is too complicated
  • Difficult to understand customization features
  • Careless tech support
  • Careless billing support
  • Careless sales managers
  • We have spend more than expected each and every month
We've selected Zoom because it integrates easily with our CRM and allowed to port our phone number. Unfortunately, their billing and tech support are really bad.

Do you think Zoom delivers good value for the price?

No

Are you happy with Zoom's feature set?

Yes

Did Zoom live up to sales and marketing promises?

No

Did implementation of Zoom go as expected?

No

Would you buy Zoom again?

No

Zoom meeting and phone systems work very well. Had no problems migrating our phone number, making and receiving calls, scheduling and attending meetings.
Nonetheless, Zoom has awful tech and billing support. Our invoices arrived with overage fees that aren't described. The billing support tickets are set to low priority, forcing us to pay the invoices before receiving a response. When responses are sent, they usually point to articles, instead of answering real questions. In the rare occasions somebody decides to answer, they put the blame on us, instead of explaining what the overages are. Reaching out to our sales manager is also useless.
Therefore, although the system works well, in case of problems, you are on your own. It is pointless reaching out to their billing and tech support.
We'll migrate to another service the soonest. Can't stand invoices with charges we don't understand when we have an unlimited plan.

Zoom Feature Ratings

4.0
Hosted PBX
5
Multi-level Interactive Voice Response (IVR)
3
2.0
Answering rules
2
7.0
Mobile app for Android
7
5.0
High quality audio
5
High quality video
5
6.5
Calendar integration
5
Meeting initiation
8
8.0
Desktop sharing
8
3.0
Live chat
3
5.0
User authentication
5
Participant roles & permissions
5
2.5
Centralized communications management
4
Call and meeting analytics
1

Zoom Support

Tickets are set to low priority by default. Answers can take weeks and usually are predefined messages that don't answer questions, simply point to articles in their website. Escalation seems to be non-existent. And trying to involved our sales manager was unfruitful.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I don't think there is premium support available. All I know is that tech and billing support tickets are set low priority by default and can take weeks to be answered with predefined messages, instead of real answers to our questions.
Sorry, all our interactions with Zoom support were really bad. They never gave clear, positive, constructive, educative answers. Their way of responding is either with predefined messages or blaming us for something we didn't know about.