Why is Zoom Phone customer service so poor?

Has anyone else had an incredibly frustrating experience with Zoom Phone support?

We’re running a 24/7 medical hotline, so reliability and responsive support are absolutely critical. Unfortunately, our experience has been extremely disappointing.

It’s incredibly difficult to reach a human. Everything is hidden behind AI and automated systems, and when you finally manage to log a case, getting someone to take ownership and follow through to resolution seems nearly impossible.

Ironically, we chose to migrate to Zoom Phone because we had an excellent account manager who gave us confidence in the platform. Shortly after we migrated, we learned he had been laid off, and since then the level of service has deteriorated dramatically.

We are currently dealing with a major service disruption that is impacting our ability to support patients, despite payments having been made. The lack of urgency, communication, and accountability has been deeply disappointing.

I’m genuinely interested to hear from other Zoom Phone customers:

• Has your support experience been similar?
• Have you found any reliable escalation path that actually works?
• Or have you moved to another telephony provider because of these issues?

We expected enterprise-grade support from an enterprise communications platform. Unfortunately, that has not been our experience.