No Zoho Support on the weekends or after hours?
Zoho Support is only available Monday - Friday during normal business hours. My business (as does many businesses) operates 7-days a week. Last Saturday, I had a client come in and in order for me to help her, I needed to log into CRM but to my surprise, when I tried to log in, I got a "Your subscription has expired, click here to renew or cancel".
What? I have been faithfully paying for years. I click "renew" and it takes me to the subscription page where I can see my account is up to date and my last charge was 6 days ago. This is clearly a technical problem on Zoho.
Here is the problem..... There is nobody available from Zoho to fix my problem! No chat available, no phone support, nothing! The phone support recording says to send an email to support-esclations@zohocorp.com. So I send an email to that address plus every support I can think of.... @zoho.com, etc.
I get NO RESPONSE, not even an automated "thank you for your email" email back. Nothing!
I search for every Zoho phone number I can find and finally discover that Zoho Mail does have weekend support so I call that number and reach a very nice Support rep who does want to help (he put me on hold trying to find someone who could help). He finally comes back to me and says nobody is available but he sent an email to the development team and "hopefully someone will look into it". About 3 hours later, it magically started working. No email, no phone call, nothing... I just happen to try and it worked!
In the meantime, I had to turn my client away making my business (and Zoho) look bad.
Zoho, this is a huge problem! Most businesses operate 7-days a week, your Support team should also. We trust our operations to you and your team, please support us when we need support!
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