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Cannot contact with account executive after I request for reducing number of licenses
Hi,
My company have been using zoom paid service since March 2021. Since we are a non-profit, we got a certain amount of discount through techsoup. After a while, my account executive advice me to do some consolidation of my existing accounts and ask me to sign a document with an "initial paid subscription term" of 60 months, which is definitely too long for me. I think this is strange as I have never asked for such a long contract, so I emailed the account executive and got a reply:
"You may opt to cancel within the duration of the 60 months, we are just using this standard to cover for the discounts that we are extending to our clients as all the discounts are subject to approval and may change from time to time." (exact wordings of the account executive, I still have the email correspondence)
Everything seems good. However, when I asked to reduce the number of license at Mar 2023, I got the reply:
"Upon verifying we did receive your request after the services had been renewed which is March 3, 2023. Hence for this case we cannot grant your request to have the licenses reduced since its already past due date of your renewal. Please inform us in advance of your next cycle once you want to reduce your licenses, by January or February 3rd for us to create a new quote."
So I wait until Jan 2024 and requested the reduction of license again. The account executive replied me for the first few times, and suddenly disappeared after Feb 5, without any solid solution. I have sent countless emails and still got no reply. I have tried to open another support ticket, still no reply.
I am totally disappointed. This is how Zoom treat (and may be cheat) their customers......When I asked for upgrading the license, I got reply immediately, but when I raise some issues I am completely ignored.
I don't know if there would still be any help by posting here, desperately hoping for someone from Zoom to tell me what I can do......