Zen Internet
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One of the worst customer journeys I’ve experienced
Zen’s order management has been chaotic. They requested to install full fibre to our property, but after the initial engineer visit revealed additional works were needed, nothing has progressed. There’s been no coordination with their contractor and no clear scheduling. Weeks have passed with slow, outdated communication of information. To make matters worse, Zen claimed an engineer was “turned away” — not true. They arrived without notice wanting to dig on our property, when we were about to leave and unable to supervise. If Zen wants to offer full fibre, they need to manage their contractors properly and communicate with their customers — not leave them in limbo. So far, the experience has been frustrating and frankly, unprofessional.