Ray Wharmby

And that’s the source of Ray’s discontent with other providers: “When you call, the initial point of contact is often overseas. That shouldn’t really make a difference, but it can make it difficult to communicate a unique problem like mine. It’s just a painful experience.”

Ray’s previous experience consisted of a provider that was reluctant to help, difficult to get hold of, and the inability to speak to anyone who could take ownership of his issues.

And that’s why Ray chose to move to Zen.

“I realised that the most important thing to me with broadband was customer service”, he says. “So I thought outside the box and instead of searching on comparison sites I searched for somebody who’s won awards for their customer service.

“That led me to Zen. I read independent reviews, which were impressive, and what really appealed to me was not only that Zen had won an award or two, but that they’d consistently done so.”

And after finding Zen, that was just the beginning.

Asked about his experience in joining Zen, Ray is equally complimentary. “No hassle… dead easy”, he says. “Zen literally are only ever one phone call away. I’m of the generation where I like speaking to people, and my experience with Zen has been fantastic. Zen have always followed up with me. I’ve never had to chase them for updates. They’ve never let me down.”

But what about those connection problems?

“The service from Zen has been second to none” says Ray. “Above and beyond what I would expect. People have come back to me, updated me, without me ever having to chase them.

“With so many service providers, it’s so difficult finding people who actually care and want to help, but even in these unusual circumstances [coronavirus lockdown], Zen take the time and trouble to come back to you.”

So, would he recommend Zen?

“I think it’s important if people are doing something good that you tell them” says Ray. “That’s why I’m happy to tell Zen they’re doing a great job! We’re quick enough to complain when things are going wrong, so it’s worth taking the time to say you appreciate the service you’re getting.”

And take the time Ray does.

“Zen might be a technology company, but the impression I get – from what’s been demonstrated to me – is that they’re also very much a ‘people’ company. That’s important. They surpass expectations by going the extra mile and doing more than their competitors would.”

After three years with Zen, for Ray it would seem there is no looking back.