For this very same ticket with the very same agent, I have not heard back for a month now. This is after her last reply saying that agents do not ignore any queries; it is also after she told me that 'it will not happen again' when I asked her how do I make sure I won't get ignored by Zoho support in the future.
I should not need to be making a public post about this in order to get a response from Zoho support for a private ongoing ticket.
100587928 <-- been a month since I heard anything.
100765141 <-- been 3 months since I last heard anything, with multiple follow up email from me.
One of the ticket is about a privacy concern that affects all Zoho Mail users using multiple email addresses for an inbox, they are not addressing this when I bring it up, and Faizal (the support agent for that ticket) tries to change the subject instead of addressing and fixing the problem. Not to mention, I had to wait 1 and a half months to get this lousy reply from him.
What should someone do they encounter this situation (other than making a public post about this)? How do I make sure this does not happen moving forward?
Please do not lock this post like how it was done to the previous post after it's been addressed.
I see you both are online replying to topics in the Zoho Mail community in the last few days, yet this topic hasn't gotten a reply since it got posted 5 days ago. Looking forward to how those 2 support tickets are going to get addressed.
Both of these tickets that I brought up in this post still has not gotten solved, the only reason why it has not gotten solved is because the support agents are taking weeks to reply; and when they do reply, they write something dumb and irrelevant. Both the tickets have not progress a single bit since I made this post two months ago.
I seriously do not know how can Faizal be so lousy as a support agent in the ticket 100765141. I need to wait weeks for his response, only for him to say something that was already proven not to be the case months ago. This means that not only did he take weeks to respond, the ticket backtracked to what it was months ago about something that we've already gone through and have confirmed was not the case. The ticket has not progress at all since even after all the proof that I've sent to aid in fixing the problem that Zoho Mail has. I have to literally figure out what is the problem from the front end client for the Zoho Team and even that Faizal can't even get it together when he responds. He also keep starting his reply with the dumb apology that he has repeated again and again for not responding for weeks even with multiple followups from me; do not apologize to me, instead, make sure not to repeat the same damn mistake again. This is stupidly frustrating.
And then there's Mohana way back from this post https://help.zoho.com/portal/en/community/topic/what-the-actual-fk-is-wrong-with-zoho-mail-support 4 months ago with the ticket 100587928 that still hasn't been solved because she is not trained to respond to support tickets. The last time I heard from her is only because of the last post I made in this community, other than that, she has not responded since.
Get your supervisor to respond to both the tickets, 100765141 and 100587928, accordingly. Both of these concerns are affecting all Zoho mail users, I would think Zoho support would be better than this.
Nobody using Zoho should be waiting weeks to months for a reponse from support.
We sincerely apologize for the lack of timely follow-up on these critical issues and the frustration it has caused. We understand the importance of having responsive and effective support, especially when addressing privacy concerns and functionality issues that impact the overall experience.
I will personally review both of your cases (100587928 and 100765141) and ensure that a comprehensive update is provided.
Additionally, we’re reinforcing feedback with the support agents involved to prevent recurrence of these delays and ensure accurate, relevant responses moving forward. Thank you for your patience, and we’re committed to improving your experience with Zoho Mail support.
reached out to me via email more than a month ago, and his responses have been subpar to say the best. I have been following up with him every week, including cc'ing the support escalation email address that he provided to me to use in situations where I do not hear back from support for weeks, nobody has responded. Whenever they respond after weeks of ignoring, they give me a lousy templated apology and say it'll never happen again. I want to see what's Sagar is going to say next in his apology.
He has already given me an excuse that my emails are going to the engineering department the last time (and say it won't happen again), I want to see what dull excuses he's going to give next.
We sincerely apologize for the delay in our response and for not providing timely updates. We understand that regular updates should have been given, and we truly regret the extended wait time. Since this case was under developer analysis, we were unable to provide an update until a resolution was in place.
Regarding Case #100587928, we have now updated the alert message on the pop-up that appears while deleting an email alias.
For Case #100765141, concerning the response being directed to "j@museandmass.com" despite no "Reply-To" being configured:
Unfortunately, we couldn't find any traces on the logs and we infer that the "Reply-To" address was manually selected during email composition rather than being set as a default in the mail account settings. However, in our extensive testing, we were unable to reproduce this issue. Additionally, further log analysis shows that other emails from the same sender were correctly addressed and did not have this issue.
We request that you monitor this behavior, and if the issue reoccurs, please let us know immediately so we can investigate further.
We acknowledge your concerns about delayed responses, and we are actively working on improving our response times to ensure such delays do not happen again. Your feedback is valuable to us, and we appreciate your patience.
Regards,
Sagar | Zoho Cares
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