Complaint: Difficult service and Rude Customer Service

on 15 November 2020 about Zoom in category Mobile App, Software

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My complaint:

To Whom It May Concern:

As shown below, there are several messages going back and forth in my effort to resolve an issue that occurred on Wednesday morning. I attempted to add my colleagues as alternate hosts to my paid zoom account. Of the 2 alternates, one had a paid account of his own, and the other was basic. In the difficult process of trying to add them, my colleague somehow lost his status and became basic. In addition, after experiencing a rather trying time, as you will see on the messages, I too lost my status and was reduced to basic. My account clearly show that I paid for annual service. In Zoom’s support team’s effort to reinstate my colleague’s status from basic to licensed, they attempted to have him assume my licensed status, and reduced my status also.

Without being able to speak to a live person it becomes almost impossible to get a simple matter resolved, or speak to a live agent on the phone. I am all for technology and efficiency, however you will see based on the several messages to and from, that there is a lot of room for misunderstandings, excessive texting without resolve, and mass frustration and irritation for the customer. The only time one can speak to a live agent is when the sales is chosen. Do paying customers who require assistance not deserve the same attention as one who wishes to purchase a product. By the time I figured out how to speak with an agent, I was again redirected to message support for a messaged type conversation.

In addition, this hassle and lack of support poses a major inconvenience in running a business with the constant interruptions every time the connection is disconnected with basic status. I have been unable to conduct a professional meeting since Wednesday.

Lastly, working with unprofessional and disrespectful representatives does not portray a very good image for Zoom. As soon as my paid subscription has ended, as I do not believe that my business is appreciated, I will strongly consider seeking business elsewhere and ing my colleagues to avoid them the stress.

I look forward to hearing back from you regarding this matter, and to be reimbursed for my inconvenience.

0 0 vote
Justified complaint?

Suggested solution:

Allow a live conversation and training their customer service representatives.

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