Terrible Customer Service

[kfong]

Who else has experienced terrible customer service from Zoom when renewing their subscription?

I requested and confirmed with customer service to remove a webinar license from our account well ahead of our renewal date.  I even offered to pay our renewal ahead of time to ensure that it was paid without the webinar license we were discontinuing.

To our surprise, we were auto-renewed, with the webinar license that we were told would be removed from our account.  Since then, I have opened tickets multiple times with customer support, trying to get this license removed and receive our entitled refund.  Zoom support has never responded to our tickets, instead transferring us between their renewal and billing teams.  I have had to call in directly to get any response and escalate our tickets, only to see them closed or transferred a week later.  

It is truly terrible to see this kind of customer service nowadays.  We are planning to cancel our subscription and discontinue any use of Zoom in the future.  I recommend anyone else who has issues with customer service to chime in.

[alexisbrown]

Hi @kfong ,

We sincerely apologize for this experience. I have flagged your inquiry to our team, and someone will be in touch shortly. I appreciate your patience on this. 

Thank you,

[S_K]

Hi @kfong, 

I located your support ticket and one that was submitted by your account's billing contact. I added you as a cc on GR0308146 and left a note on that ticket asking for help as quickly as possible. I've also sent a direct message to the person assigned to that ticket alerting them to the issue. 

[Bilal123]

I am extremely disappointed with my experience with the Zoom Renewals team.

I transitioned from Webex to Zoom years ago, attracted by its agility, speed, and effectiveness. At times, I managed up to 300 licenses on Zoom. Sadly, I now see the same issues with Zoom that led me to leave Webex in the first place.

It is unacceptable that Zoom allows instant addition of licenses but disregards requests to reduce them. For six weeks now, I’ve been met with nothing but delays and vague references to “internal processes.”

Very frustrating and such a waste, of what used to be a great company.

[MGSR]

Welcome to the Zoom community, @Bilal123. We profusely apologize for the inconvenience and late response. I have flagged your concern, and someone should respond to your ticket shortly. For now, thank you for your patience and understanding.