I am writing this public post to address serious concerns regarding the business practices of Zoom, especially towards small-scale organizations like ours. We are a small non-profit company, and our recent experiences with Zoom have been deeply troubling and disappointing.Our journey with Zoom began on a positive note with a contract signed at a discounted rate. However, our trust was abruptly shaken when, in the middle of our contract cycle, Zoom attempted to shift us to their standard rate. This sudden change would have doubled our rate overnight, a move that not only breached our contract terms but also displayed a lack of respect for our financial limitations as a non-profit.After a strenuous fight from our end, Zoom decided against this rate hike. However, our struggles did not end there. The process for contract renewal was unnecessarily convoluted, involving a special support ticket and a conversation that was easy to miss. This lack of clarity and transparency in their process posed a significant risk to our operations.Our attempts to escalate these issues were met with further frustration. Our account manager consistently evaded our requests to speak with a supervisor, providing excuses and showing a lack of professional courtesy. Such behavior is unacceptable, especially when we were trying to resolve serious contractual issues.Our experience with Zoom, while satisfactory in terms of product functionality, has been marred by these administrative and customer service issues. It is disheartening to see that our size as a small non-profit might be a factor in the lackluster support we received. This concern is echoed by countless other customers who have shared similar experiences on various review platforms, highlighting a disturbing pattern of Zoom prioritizing profits over customer satisfaction and transparency.I urge all small businesses and non-profits to be cautious when considering long-term contracts with Zoom. It is crucial to be aware of their approach towards customer service and contract management, which in our experience, has been significantly lacking in fairness and transparency.We hope this complaint serves as a call for Zoom to revisit and improve their policies and customer interaction practices, especially towards smaller organizations that rely heavily on their services.
