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ethaves

join:2000-05-19
Milwaukee, WI

Zyan Customer Complaints

We have had an ongoing series of problems with Zyan which have grown worse with the recent layoff and chapter 11 filing. Our feeling is that Zyan has not lived up to its contractual obligation (both implicit and explict) by:

- Failing to deliver 99.9% uptime
- Changing its tech support hours from 24/7 to 5-5 PT
- Not honoring its service level guarantee of credits equal to 5x the length of downtime

We are pursuing action against the company to terminate our contractual obligations without penalty. I am interested in speaking with other business customers of Zyan who are in similar situations.


jethrobernard

@zyan.com

All of the hyperbolically misspoken, misspelled, anger (justified and not)-driven slashing here aside, Zyan's service has been nearly adequate for us during the last year or so.

Their descent into the huge layoff has been marked by slow response; at the same time, the connection has not suffered. In fact, it has improved slightly in the last 3 months, with email being more consistent.

Chapter 11 is intended to keep a business running during a court-mediated restructuring. It does NOT mean cutting the connection. It does, however, inspire fear in us about the company and the connection. How we handle the situation reflects our judgment, reactiveness, responsiveness and luck.

Action against a company whose assets are valued at pennies on the dollar, when your contract specifies the potentially-recoverable amount to be small in the first place, is likely not worth the effort. However, if you do proceed, please let me know, as we may or may not pursue the matter, depending on how things unfold in the real world.


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