Zoho creator is fantastic, Zoho Support sucks. (took 20 days to fix a report data issue causing by wrong email format)

Zoho creator is fantastic, Zoho Support sucks. (took 20 days to fix a report data issue causing by wrong email format)

Although I appreciate zoho creator product very much and have been used it for years. I have to say I had terrible experience with Zoho support for this ticket 11000574.


There was the data issue in the report causing my major reports not working. 


The issue was created May 15, it was not solved until June 3 when I bring it up to the Live Chat Support and asking for an update.


The cause of the problem is simple, in one specific record: Email was entered as : xxxxhotmail@.com,   which caused report server error and stopped report data syncing. After fix the email, the issue is solved. 


This small issue caused severe damage to the business. As business depends on these reports daily. 


Here’s my experience:


Edit Access for Support was allowed on May 16, no follow up by Zoho support until May 23 - request to create a criteria to help reproduce the issue.

On May 23, a filter created for issue reproduction and I replied Zoho Support in Email. 

        No response until May 25, and May 30, ask about the filter and steps to reproduce the issue again. 

It took 4 more days for Zoho support to finally find the error log on the server and fix the issue.



Regarding the support tools, 

  1. Email queries simply got ignored. No response or follow up
    1. In the 20 days wait, I sent 12 emails to follow up with the issue, asking for update. Only get 3 emails I got back from Zoho support (May 23, 25, 30), and simply asking to provide steps to reproduce issues, which I've provided on May 23. 
  2. Phone support is not accessible.
  3. Live Chat usually tells you 'we will get back to you quickly', and then nothing happens.

The support agent simply explained that they had difficulty due to the language barrier. This is unacceptable. Do you really think it should take 20 days to fix such a tiny and easy to fix report data issue?


The report filter was created as requested to help reproduce the issue May 23. If someone check total record number, he'll be able to find difference and understand the issue quickly. 


This is all about attitude. It is really bad feeling how Zoho support treated customer. 

Why no response or follow up to customer inquiries??
What is the SLA for Zoho to triage and reproduce an issue?

What is the SLA for Zoho to fix such an report data issue???  

What is the SLA for Zoho to reply an customer query?




I write this to bring attention to Zoho support management about the service quality.