Multiple Issues with Message Media

Multiple Issues with Message Media

Good morning,

I want to formalize a complaint about the service we are getting from Message Media, the app that currently integrates with Zoho CRM and Zoho Campaigns to send SMSs. At the end of last year, we were told that Zoho CRM would not integrate with Twilio anymore; by then, Twilio was the app we were using to send our SMSs through Zoho CRM/Campaigns - and we had not a single issue with their service. 

Following the mandatory migration instructions, we moved our contract from Twilio to Message Media, and since then, it has been a nightmare. Here is the list of troubles we had in less than 3 months: 

1. We had issues getting the right integration with Zoho Campaigns. | 2. When the Twilio service was interrupted to roll the Message Media service, our SMSs were interrupted for an entire day because of issues in the Message Media system/process. My sales team depends on SMS to work! | 3. I asked how I was supposed to pay the Message Media bills, and I got no reply from my key account; later, I realized we were in debt, but nobody told me how to pay for the services. | 4. They provided a dashboard to me months after the service started, but nobody told me I had a dashboard to look at. I never got a system email saying I had a dashboard! | 5. When I finally got the dashboard, it had an issue because they created two accounts for me instead of one. | 6. I requested an additional service to forward calls from the SMS number to my sales extension (a paid service), and after months I am still without the forwarding feature. | 7. This morning I saw many email alerts from yesterday evening saying the SMS service was interrupted since the afternoon. It said we had reached our monthly limits. But when I checked my limit report, we did not reach it. Then, I tried to increase the limit on settings just to fix the issue, and the system DOESN'T ALLOW ME TO. 

This is what we got in three months of contract, I am afraid of what is still to come with this level of service we are getting. We did not request an SMS service change, so the minimum we hope is getting at least the same service Twilio was offering to us. 

I appreciate your effort in reviewing it and ensuring the new provider takes good care of Zoho CRM customers. Right now, our experience with Message Media makes us question the Zoho service as well. 

Thank you,

Emilia Jardim

Marketing Manager at Breeze Financial Solutions


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