Dear Zimbra Support,
We are customers of the Network Edition for our institution and made the purchase back in June of this year. Our sales rep ensured us to have full support for our migration by reviewing the migration plan and guaranteed us full support for any technical questions that we might have.
Well, so far our experience has been less than stellar. First of all, trying to reach Zimbra support seems to consists of one answering machine that noone ever listens to. Support tickets are left unanswered and we haven't had ANY phone support for our product at all, despite having purchased the premium support plan that is supposed to include full 24/7 support.
I am sorry that I have to take my rant in this public forum, but at this point we don't have any other alternative to get in touch with ANYONE at Zimbra. E-mails are left unanswered. You cannot get ANYONE EVER on the phone, regardless, if you call support, sales or whomever. The entire Zimbra support experience feels like talking or e-mailing into a black hole (or /dev/null). Tickets that have been answered have been closed with one-line, non-descript responses. Wiki articles are either incomplete, outdated or incorrect. Noone ever calls you back. I sent out a full migration plan a few weeks ago and noone has ever bothered to even look at it or assist us in any way after the signature on the dotted line was signed.
The last I heard was a few weeks ago from the sales rep, after previous concerns from our side, that "we're here for you" and that "we'll take care of you". Ummmm.... try again?
Please contact me via the e-mail address provided in my profile for clarification.