Zoho Support is Dysfunctional & Don't Know Their Own Support Hours

Zoho Support is Dysfunctional & Don't Know Their Own Support Hours

Seeking clarification on Zoho support hours and contact numbers please. We have been trying to phone Zoho support on +61 2 8066 2898 at 9:20am AEDT for the second day in a row, and gotten a message on Zoho's support line:
"support is open monday through friday except public holidays. Please call back."
We are often unable to get through to support.

When trying to clarify support hours with Zoho staff (took 3 hours yesterday), I got the following information from staff:

Diksha N: "Our Support Hours are 8am TO 7pm AWST"
Harini R: "live support will be for Business hours from Monday to Friday."
Website says: 24x5 live support
Support staff: "Support is available 24x 5, definitely, I just checked with the team, the other people you checked with didn't know how to check"
Support staff: "Support is available from 8am every morning, for 24 hours." (when I suggested that was 24 hours, he said no, "it opens at 8am").
Support staff: "Support is available from 08:30 to 17:30pm, Monday to friday" - ticket number 108234932
Support staff: "Both ZohoOne and ZohoCRM departments have different support hours, just choose Zoho One, Zoho One is 24 by 7" (today there is no option to choose when calling during closed hours)
Harini R: "live support for ZohoOne will be for Business hours from Monday to Friday." (not 24 hours)
(I have asked them to clarify what they mean by business hours, can't get an answer)
Support staff: "Support is 09:30 am til 17:00pm" - lost ticket reference for this
Zoho One Dashboard: a note says "09:30am - 7:00PM" - different to all of above. Calling at 09:45am still can't get through. "Zoho support is open monday through friday, please call back then"

Also receive an excuse saying that "apologies, we had technical issues, so support was unavailable and I was the only person on when you called that time" (which I think means they slept in. Confused that they said they were the only support representative for Australia?) Called back again at same time (during business hours) still unavailable.

This is just a selection of responses, over the course of 2 days trying to get answers and support opening times. They have also given me different time zones not related to our time zone, despite us sharing our Australian time Zone.

This is literally the information I have received above, when getting continuous messages saying support is closed when calling +61 2 8066 2898

Generally, our experience with Zoho support is unfortunately poor. Often we are given misinformation, and problem investigation on their end is often deliberately delayed, or passed to different departments. We find the knowledge of support staff very low, and to make matters worse they will fabricate information in order to mark a case closed. We find the chat service mostly unhelpful, our experience is they they keep over-asking questions despite been given screenshots and multiple summaries and detail, to avoid actually addressing issues that are raised, and instead you just spend an hour giving detail and get no help (we often just have to try to look into or resolve issues ourselves or leave issue broken).

It's a serious concern for our business. Over a period of 4 years, we have seen their support levels decline, even further. Emails are mostly not answered, problems are often passed between departments with no resolution. Staff have on several occasions made up information or fabricated issues in an attempt to save face or  close cases. IN this instance I was just trying to get clarify on what support hours are. You can see above the type of responses I received. Zoho Support are dysfunctional, even for most basic tasks.


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