I am a 12 year customer and my recent experience of Zen sales has got me wondering if things have really slipped as they have grown along with a new office in Leeds.
I called 1 week before my Big Deal ended and was told that they could not deal with my renewal and I had to call back on exactly the same day as my deal expired!!! So their billing systems cannot cope with a request, 1 week in advance???!!!
I called back on exactly the day my deal expired and was told that due to new offers for existing customers, the evening sales team had not been fully briefed and therefore could not make me (an existing customer) aware of the full product range. Could I call back the following day.
I called back 2 days later at 6pm and was told that existing customers should call before 5pm. Where does it say this on the new website?? "Sales for home / 01706 902573 / 09:00 - 20:00 Mon-Fri".
However the representative looked into my enquiry and told me that there was no special offer for me renewing as my line could only cope with 30MBps (i.e. the Superfast Fibre 1 product).
It was only the effciency of this latest rep plus the offer of a free Fritzbox 7530 that stopped me walking away after this ridiculous experience over 3 phone calls.
Come on Zen - pull yourself together before you totally fall apart!!
Zen Unlimited Fibre 1 - 30/6