Why is Zoom customer service so completely USELESS!!!

[ZimmerZoomers]

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

[richxyz]

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.

[DianeJ]

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!

[richxyz]

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!

[ScriptCreative]

I tried this several times. the Chatbot tells me "Unfortunately, your account does not have access to live chat support. " It's not a free account. I pay a monthly subscription. So, chatting with a person must cost extra. In the meantime, the chatbot has never been able to help me. 

[richxyz]

.

[DianeJ]

Thank you! I’ll give it a try.

[Bri]

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! 

[Ahulani]

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.

[ZoomPuntsTicket]

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.

[mnez]

exact same experience as me. moving back to google hangouts.

[mnez]

@Bri how about for those of us who've spent months in back and forth email loops with Zoom staff regurgitating the same talking points and not fixing the issue. MONTHS. And no approval for requested refunds. Absolutely despicable. I will be encouraging others to leave this platform. 

[salome1111]

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.

[mnez]

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