Why is Zerodha not working on improving phone support?

In my humble opinion, you should distinguish between revenue generating customers and non revenue generating customers. It is nice to be socialistic but then bread and butter comes from these revenue generating customer. It would be extremely risky to disappoint these customers.

Put a minimum charge for others if they want an immediate reply. Just like in some countries there is jump the que in immigration, if you pay extra. You will be escorted to a dedicated counter. You could try this.

For the rest the standard rules can apply.

When things are free, people take things for granted. I am with Icici Direct which is a fully paid broker and it is a nightmare to reach the RM or his boss and even the COO.

Even in this forum, I have seen users posting a query and when it is answered, they say expected a write up and not an attachment from Zerodha Varsity as it is bookish knowledge. Huh, Duh, ???

@nithin @siva Getting support from zerodha is really a challenge these days whether it’s via support ticket or calling your helpdesk which is painful. I had sent across all documents to transfer my mutual fund from AMC to zerodha coin but in more than 2 weeks i’m not able to see any progress. I’ve raised several messages in support ticket #20210614349766, sent email marking to support & Nithin, spoke to Kritika today… the AMC has also not received any documents so for several days seems documents are just lying in your office. Zerodha support services are really getting bad…i wonder how can you even think about removing phone support when you are struggling to handle tickets.

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I can see it was mentioned in ticket that it can take 25 to 30 days to process this, anyhow I have asked team to update latest status.

@siva …why in so many days documents have not even gone to AMC? anyway…pls expedite & let me know status

You should get update of status on ticket, please give it some time.

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thanks @siva pls instruct your support guys to respond to messages as it’s really bad…

Yeah agreed, don’t know how they even thought of removing the phone support completely…Costumer support has been too bad nowadays.

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@siva @nithin i agree with this…zerodha needs to fix the support part as it’s really bad & not expected from a leading broker. You need to continue with phone support & train your support guys to be capable & prompt…

I have similar question.
Why is zerodha not working on delisting this thread?

Yes we will continue till we improve all the aspects of our support, so no exact ETA to discontinue.

@siva haven’t received any response yet…i hope you’ve escalated this matter

There are many threads complaining about zerodha, we don’t delist just if someone complains or give negative feedback, for ex: if someone started complaining about support in new thread then we delist that and ask them to post here. Similarly same for other, we just want to use relevant threads. To conclude we are here because of listening to clients feedback only after all you people are best judges of our products and services and only listening to you we can improve ourselves but only don’t want everyone to start new thread for everything and make it zerodha support forum.

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I did, let me alert them again.

Thanks @siva . I’ve finally got a response from your support. So past 10 days nothing moved & now seems they are going to take another 25 days which is not acceptable. Pls take urgent action to have this completed at priority. If i had not escalated to you, this job may have remained pending for month.

My learnings from this case & for benefit of other zerodha users…don’t transfer your mutual fund to coin as it’s a painful process…Hope zerodha streamlines their support mechanism @nithin @siva

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That case, mods can merge such topics rather than unlist. Anyways its okey… And we appreciate the activity and response here

The conversion from physical to Demat is a painful process, unfortunately this isn’t in our hands. We have represented to SEBI to simplify this process.

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There is more to than meets the eyes. The hectic process of dematerialization is one thing. There are issues with holding mutual funds in demat format at the first place (resolution not in the hands of zerodha) compared to holding in SoA format. On top of it, there are issues with Coin platform too (resolution is in the hands of zerodha). I will not get into specifics else I would sound like a broken record. But if the issues are resolved, an investor is more than willing to have all his investments at one place under single login. He is more than willing to keep his mutual funds in coin. And he would choose to sell the SoA units and buy them back in Coin as the easiest way. But as I mentioned the hurdles are those underlying long pending issues which needs to be resolved. I know you are aware of them.

But in SoA form, traders will not be able to pledge them for margin. So I guess from their point of view, MF in demat form are a must. And I consider this a strong point of Zerodha.
Anyway if someone is interested specifically in SoA mode, there are already options out there.

yes, people want to move to coin because of pledge benefits. but, if the process of movement is painful then it makes more sense to redeem & buy back in coin