Zoom Support Warning


This is a courtesy announcement for any followers or vistors about Zoom Support.

Zoom Support is, from the evidence so far, non-existent

I think the following screen shot explains the situation.

Now this is a paid account, and my initial request was reasonably simple I believe. Here it is verbatum:

I am new to zoom – I tried the free version and was delighted to see that when I choose “Share Screen” I could choose “Desktop 1”, “Desktop 2” or “Desktop 3” – something WebEx could NOT do. So I convinced my boss to let me use Zoom for my next training session comming up. Now I’m pracicing for my training session using the Business account and I no longer have the “Desktop 1”, “Desktop 2” or “Desktop 3” options when I go to share screen – ONLY applications (see screenshot). Nor do I see (as shown in https://support.zoom.us/hc/en-us/articles/201362153-Sharing-your-screen) the option to share “portion of screen” in Advanced options – not that this is important but I DO need to share one of my desktops.

So how do I get the “Share Desktop” option to appear – what option have I changed? How do I turn if back on?

And the accompanying screenshot of course:

It is seventeen [Edit 2020.06.25 twenty-seven] days since I submitted my support question (which I sumitted as High priority), and although I’ve had several emails telling me I can cancel my support request if I’ve already solved the problem myself, and although I can see that some activity was recorded two days ago (another stupid email was sent), no-body has bothered to actually answer the question. You’ll notice that a couple of days later I followed with the same question – this time marked as Urgent. Here is how Zoom defines question priority:

Low- How to, feedback or request for features; Normal- Billing, technical or quality issues; High- Service is degraded or feature is unavailable, some workarounds; UrgentService is down or feature is unavailable, no workarounds.

Now, to be honest it doesn’t matter. I’ve given up on Zoom. I can’t possibly work with a platform that has such a pathetic support system. And even worse, they don’t even have a community support page – if they did, I suspect my question and many like it would have been answered within hours or less.

So friends, be warned. Zoom has some FANTASTIC features – a far superior platform than Webex Training and Webex Events which I am normally required to use. But a platform without support is useless.


Update: Zoom finally replied with the relatively simple answer to:

So how do I get the “Share Desktop” option to appear – what option have I changed? How do I turn if back on?

It seems that the option to “Disable desktop/screen share for users” applied to the PRESENTER as well – which is pretty stupid in my opinion, I SHOULD be able to disbale this feature for the particpants but not have it affect the presenter.

So friends, here is the timeline:

May 30, 2020 – submit question to Zoom Support
June 1, 2020 – resubmit questionwith high priority
June 20, 2020 – cancel Zoom account – reason “Customer support is POOR”
July 06, 2020 – Zoom Support answered my question

It took 37 days to answer a simple question that would have been answered in a day if Zoom had a Community Forum, like most other vendors.

In other words, my main gripe is not so much that it took so long to answer – I do understand that it was a tough time for them, but the fact that they had not seen fit to allow their valuable user base to lessen their burden by hosting a community page.

RedNectar

About RedNectar Chris Welsh

Professional IT Instructor. All things TCP/IP, Cisco or Data Centre
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