Newcomer

Question

Why is Zoom customer service so completely USELESS!!!

Forum|Forum|2 years ago
November 24, 2023
10 replies
1 view

Been using Zoom since its inseption.. Never seen a company pay so little attention to customer service and information supplied to it by its customers.

It is a disgrace!!!

The chat icon being moved from central settings?????

The raised hand feature removed from reactions ????

What Idiot is in charge of this continued stupidity???

What idiot has created a system that does not listen to its customers ???

I await a sensible response

Meeting Features

R

richxyz

Newcomer

Very true. Zoom tech support is also USELESS. I cannot logon and have spent over 2 hours with various tech support agents who give me the same instructions, going around in circles, and still get the same results. "Session Expired" It is obviously something on their end but their tech support agents don't know how to fix it.

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DianeJ

Newcomer

How do you even reach someone at tech-support? I have looked and looked and looked, and I don’t see any way do it. I guess since zoom is really the only game in town that they figure they don’t need to supply real tech-support. It is just appalling!

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richxyz

Newcomer

They don't make it easy! Go to https://support.zoom.com/ and click the chat button in the lower right. Then you have to deal with the chatbot and answer accordingly until you get the option "Chat Now". You will get someone from billing who will try and authenticate you. But insist that you need technical support, and they will transfer you. Good luck!

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richxyz

Newcomer

.

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DianeJ

Newcomer

Thank you! I’ll give it a try.

Bri

Community Manager

Hi there. There are a few different options for receiving support in addition to our self-help resources. They include the Zoom support site, our chatbot, learning center, and more, outlined here.

The chat icon can be found in different locations depending on the platform or device being used, such as in the header of a one-on-one chat in the Zoom mobile app or in the meeting controls toolbar in the Zoom desktop client.

The following documentation on our raise hand feature might also be useful: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068290

I hope this helps!

A

Ahulani

Newcomer

No. Not helpful. The chat bot AI is ridiculous. I have a simple question and nothing it offeres is even relevant. I want to know how to transcribe a Zoom meeting that has been previously NOT PREVUOUSLY recorded. I know how to do it ahead of time. The community search is equally ridiculous sine AI searches for the individual words in my question and then spews out garbage. I always have thought Zoom to be supportive, for years. Now it is just awful. There is virtually just a bunc of timewasting crap that calls itself "Support" . Guess all they want to do is check a box. I am so disappointed. Over to Google? THey, inspite of all the junk, make the task easy.

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ZoomPuntsTicket

Newcomer

The entire experience - from the AI bot to humans assigned to the tickets is an absolute joke. I've laid out my issue clearly, with screenshots, and every 24 hours I get a response (because the reps have to respond within 24 hours) asking me for the screenshots that I've already sent them. I'll resend, and 24 hours later they'll ask again. They're just keeping tickets alive without actually working them in hopes that the customer will either close the ticket in frustration, or not respond to Zoom within 24 hours so they can close the ticket on you. It's pathetic, and I've reached out to my account rep to look into canceling our account and shifting everything over to Teams.

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salome1111

Newcomer

ZOOM support is not only completely incompetent and useless but a HUGE waste of time. It will take an hour of sitting and waiting for the most useless replies that DO NOT FIX THE PROBLEM. I pay more than 2K a year and their rude agents just close the chat the moment you complain.

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mnez

Newcomer

@salome1111 did you try to get your $ back and were you successful?

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Vickybdecabrera

Newcomer

This is TRUE. I have had the worst experience ever not just with the platform and their articles which I find misleading combined with their interface. You make mistakes. Then you happen to be charged more and its your fault. People, your account will be suspended if you assign it several times to other people. How on Earth I am going to be learning this while working on people. They should be clear in stating, you have 3 chances to assing a licence before it gets suspended with no technical support and you have to pay again to have it unlocked. This is not as intuitive. Agents only send back those articles which are poorly explained and close the ticket on you. Scalation doest even work. TECH SUPPORT SUCKS. ARTICLES ARE POORLY EXPLAINED. AGENTS ARE ONLY TOLD TO REPEAT WHAT THE PLATFORM ALREADY SAYS. POOR SERVICE

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kylienissen

Newcomer

I agree, paying well over $2000 a year and the customer service is one of the worst I've ever experienced. So frustrated with them. Definitely looking at canceling.

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teehubbard3

Newcomer

Your paying all that money and still can’t speak with customer service, and when I got the opportunity to speak to a live agent, I wasn’t paying enough, apparently your plan is based on the customer service you receive. So I got 0, never heard of such a thing…..ever!

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IronstoneMeg

Newcomer

Did we ever get an answer to this? I've been chatting with zoom support for 20 minutes now with no answers. Their interface is awful, and not at all intuitive, then when I chat with support, I just get the 'let me look into gettin an answer for you' but then 'wait 3 mins' .... 'wait 3 more mins' then lots of waiting and no answer. Then an auto disconnect if I don't respond within 60 seconds after hours of them failing to provide a response.. SOOO frustrating...

MGSR

Community Manager

Hello @IronstoneMeg,

Welcome to the Zoom Community! We're glad to have you here.

I’ve reviewed your account and support history, and it appears that you have received assistance previously. We appreciate you taking the time to share your feedback, and I’ll be sure to pass it along to our internal support team for further review.

If you still have any questions or need additional support, please don’t hesitate to reach out again. We’re more than happy to work with you to help address any outstanding concerns.

I

IronstoneMeg

Newcomer

If by previously you mean the chat conversation that I had for 40 minutes today where I didn't get a resolution to 50% of my questions, then yes. Or the weeks we went where our SMS function was missing and no one could get us a resolution, then also yes. Currently looking at our other options as, similarly to others in this thread, the chat support is relatively worthless, always results in 'opening a ticket' and never results in a long term solution. Definitely frustrating to be on the customer facing side of Zoom.

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Decler

Newcomer

Absolutely agree.... spent ONE HOUR trying to post a question... not allowed... "topic is not here", it says separate topics with commas, then it says "No commas allowed"?????

G

Gatewayabroadjp

Newcomer

yes that is absolutely write

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