A couple of weeks ago I ordered a new router from Zen. I received the dispatch confirmation but no tracking reference for the courier. Three emails to customer services were ignored. Eventually I got a response on Live Chat, though I had to try that several times before I actually got to chat with someone.
I am using a trial of Zen Vault Express which works well. I want to upgrade to the paid for version. I have tried doing this several times in the portal and get an error message after selecting the service and accepting the T&C. I have emailed tech support and customer services with no response. i have not managed to get a human on the end of Live Chat (to either tech support or customer services) all day.
In the past the standard of support from Zen was superb - quick, efficient and spot on with the help and resolutions. Now it seems to be impossible to get a response from anyone by any means other than phoning.
What has gone wrong? I am seriously considering moving my ADSL away and not bothering with Zen Vault Express because of the poor customer services. I have been with you for over 5 years and am paying a premium price for what should be a premium service.