Piss poor service in Support in Domains and email
Srijith Narayanan B contacted me today. Very pleasant fellow. Just didn't want to tell him how bad your support service is. You help the person, but you leave before we can finish the next stage. Which causes a lot of frustration.
It's been 8 days now that I have been trying to get my email functional. Right now, I am waiting for the DNS information for the DKIM since it is missing from my account. So far, I have counted 27 support tickets from your support teams with at least 50% unanswered. It's been 8 days now, trying to have my email set up. Still, I have no email since your systems support is so piss poor. You don't leave a person to create another blasted ticket when you help them halfway and then say it's not my job for the next step, and then create a new job support ticket so the next tech can call another day later. What a blasted, idiotic mess you create for yourselves. You just flood yourself with higher customer service costs. Could get up to 10 people ( in my case, 11 and counting) to fix the same problem. By that time, the customer is so blasted mad that he wants to quit your service. There have been quite a few complaints I've seen in the forums that people have quit your service and given it to someone else. Your rating has dropped from a year and a half ago's high of 4.8 to now only 3.0. That is BAD.
Robert and Srijith want me to use your CRM system more. But to tell you the truth, I am very scared to. Scared that I will again have 8 days of bullshit to deal with. My time is very valuable since I am trying to start a new work project, and the ZOHO support staff doesn't fix the problem with one solution from beginning to end.
So, in saying this, the 8th day of trying to get my email working on your messed-up systems. With 27 support tickets and counting. I'm quite confident I will hit 50 at this stage. How the hell do you just help a customer partway and NOT FINISH THE BLASTED JOB IN ONE GO? It's like going to a big warehouse fire and one guy connects the hose and stops working because it's not his job to turn on the water. Just amazingly stupid, your processes. I don't blame the actual person who helps me. He is innocent. It is the operations manager who has set up this bullshit work policy that only helps a person partway and leaves him hanging, all pissed off to wait another day. So far, I have calculated at least 16 hours of lost work because of you guys. Next time, I will check before I renew, adjust or add services with you guys. It's a huge MORONIC mess you have there. One giant shit pie that the shareholders and owners will have to eat from the loss of customers and the increase in calls/emails to fix one problem. The attrition rate must be staggering there.
PLEASE HAVE A LIVE ASSIST AGAIN TO SETTLE THIS IN ONE SESSION. EVERYTHING IS COMPLETED IN ONE LIVE CONTACT SESSION. For now, no further products will be purchased from your ZOHO company till I get my email working. It would be very unwise of me to buy more bad service when the first service, after 8 days, is still not working. Also, some Bhuvanesh emailed me asking for a time for a live session to settle my email, but they never replied or attended the live session. Did he go for a smoke?
Sorry to be so mad. But it's bad when you get shoved along to at least 5 different people who only pass you to the next person without solving the problem. That one initial person should resolve the problem from beginning to end. Plus, you wasted a lot of my time to have this problem fixed in ONE STEP.
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