An open letter to the CEO of ZOHO ...

An open letter to the CEO of ZOHO ...

Warning: this post contains strong language that may be deemed "disrespectful" by the targets of this complaint ... the author makes no apologies as it reflects the anger that he (and his clients) feel about the systemic problems with the ZOHO Creator platform.


Sridhar:

Following on the heels of the snafu in April (whose report I am still patiently wait for), the ZOHO Creator Team made another platform change a couple of days ago ... and promptly broke existing functionality ... for two of my clients, this caused business stoppages and loss of revenue ... one could not "create any new Job Orders" (they do about 40 a day) and another endured incorrect responses to all enquiries about rental of their equipment by clients as "insufficient inventory".

For both, the offending functionality was "selection of choices within dynamically populated Radio button fields" ... the associated scripts stopped being serviced.

Now I know that you will say that the ZC Team works hard ... and they are only human ... and mistakes will happen ... but if my clients ... and a number of others who also reported the same defect ... can encounter these problems within minutes of the platform change ... I have to challenge the quality/quantity of Quality Assurance done prior to a platform change ... after all, "dynamic loading of Radio Buttons" has been available on the platform for over 3 years ... surely, the QA includes test scripts for such scenarios.

If you think that I am being unreasonably hyper about the situation, note that the first words out of the mouth of one of my affected clients were "I have decided to migrate this Application to another platform because my business can not afford to take such hits every time they make a platform change".

So please ... no more excuses (CEO does not stand for Chief Excuses Officer) ... acknowledge the problem ... and make excutive decisions that will eliminate "a loss of business for your paying customers whenever a platform change is implemented".

Finally, before you side step the issue with comments about disrespect ... let me say 2 things ... #1 - respect is earned ... #2 - any perceived disrespect is miniscule compared to the disrespect shown towards customers who have to endure losses because of the systemic instability issues associated with the platform.


Gaev


P.S. While I have your attention ...

1) On April/5 ... in response to my post here https://help.zoho.com/portal/en/community/topic/urgent-client-experiencing-problem-as-of-this-morning ... you said "I will ask our team to investigate this" ... I am still waiting to hear the results of your investigation.

2) Also waiting (from Yoge) for the results of an analysis of log records related to a potential "security issue" with my own account ... promised on April/12.

3) And despite multiple reminders, Latha has not responded to my notification to her (emailded on March/19) that I have not been able to edit my "profile page" for the last 2+ years !!!

Why do these promises keep falling through the cracks into some black hole ?

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