Where do I begin?
There were so many features that were so buggy, I simply could not use them. Macros, Zoho Docs, Custom Field Mapping are just a few of the features that were so buggy, I had to report them to support. And their support is their biggest, biggest problem.
I personally do not care whether their support team is from the US, India or anywhere else in the world. If they are knowledgeable and are easy to communicate with, that is what's important.
In the case of Zoho's support, however, they are lacking. Their lack of English mastery makes it difficult to communicate to them complex problems. And when I finally am able to get my point across, they treat you as is you are dumb, to put it simply. Even after I had told them exact what troubleshooting steps I had taken prior to contacting them, they continued to treat me as I had no clue what was going on.
Most of the time I had contacted them, it was a problem with no easy solution. It was some back-end issue or some coding issue on their part and this conclusion would take over an hour to reach. Frustrating, to say the least, especially when I had told them in the first 5 min of our conversation. Their entry level support have no idea how to fix the issue, so every time they need to 'contact their developers and get back to me with a solution.' Surprise, surprise, not once they did get back to me. And not one of my issues have been fixed.
The worst experience? Today. Their tech support asked for screen share, so I granted it. He then messed around with our settings to the point where he destroyed all of the account #'s we had attached to all of our leads and clients. These account numbers were used for everything. Accounting, follow ups, and so much more. Their tech support has really proven to be incompetent over time. Review collected by and hosted on G2.com.