I've been using Zerigo more than 5 years for my DNS. I liked the features they offered, the UI and the technical support. It wasn't unheard of to talk to Thomas, the founder, for support back in the day. In 2011, Zerigo was purchased by 8x8, and things have evidently been going downhill since.
Back in December there was a post about 8x8 raising the rates on existing accounts: https://news.ycombinator.com/item?id=6991692
I read this post and looked at my account on Zerigo. I looked at the pricing, and it did appear I was going to be charged more: $20/month for 25 domains. I also puzzled over the differences between their DNS Pro and Virtual DNS offerings. Confusing, at a minimum.
Yesterday I logged in to update some DNS for an older domain that I'm going to be putting into service. I noticed my email address was pointing to a custom domain. After reading about the recent @n theft, I decided it would be better to change my email to my gmail.com account. I tried to change my email and it fussed about it being owned by another account. Logged back out, logged into the other (empty/free) account, changed that email, logged out, logged back in, changed the email on my main account. Did my DNS changes, changed my password, logged out.
A few hours later I logged back in and was met with a 500 error page. Reset my password and tried again, getting a 500 again. Called support. Was told an engineer would call me back. I opened a ticket on the site, just in case. I called back around 5PM PST, talked to a guy for a hot second, and then he put me on 'hold' which actually transferred me back to the call system. Pushing 2 for support got me the message "we're closed now".
11 hours go by with no emails from support.
At around 2:45AM PST today I get an email that says, simply, "Please let me know if you are still experiencing the log in issue on your end. Thank you.". When I got up I replied saying, yes it's still broken, did you find an error, etc. Another several hours goes by and I get this message: "Please let me know which is the password for your account...I will troubleshoot this for you". I reply that I will not send my current password via email. More time goes by and I get this: "Please reset your password using this form https://manage.zerigo.com/account/forgot_password and try to log in with the new password. Let me know in case you experience any other issues."
I then moved all my domains to DNSimple. Nice and fast UI and all my domains are all switched over. Cool.
I then replied to the last Zerigo email with a less than happy tone explaining there was still an error on the site for my account and added I wanted to cancel my account. I then called their support number again and asked to speak to someone about canceling my account. The agent said there was no way to call the Zerigo guys and that to cancel my account I'd have to email them. Strangely enough he offered, with no prompting from me, the fact that if they charged my card again, I could email Zerigo support and they would 'fix it'.
Eventually the guy said he talked to 'some guy' in the office who 'knew some guys at Zerigo' and he was going to email them about this to see if they could escalate. It's been over an hour now since my last email to Zerigo and there's been no reply. At this point I can't log in to cancel, can't talk to the people who can cancel it, and am getting no responses from my cancel emails. I used an AX card for the account, so I'm planning on doing a chargeback for anything they bill me from yesterday forward.
This is a rant, so it is what it is. Hopefully this can help head off any other issues someone might run into migrating away from Zerigo. Don't switch your emails around with another account. It'll probably break their system. Don't expect to talk to anyone if you run into issues.