Has anyone else had trouble with tech support? I have 2 issues I need to get resolved and the solution, as I read through other posts, is to contact tech support. I registered but never received confirmation. I have tried logging in with every password I ever use. None work. I clicked on the option to have my password emailed to me. Never heard back. Tried re-registering, says email already exists. Tried using the link under contact us to leave a message. Received an automatated reply to use the online support options. Does Sofaware EVER respond???

I see I'm not the only one in the same boat! I posted essentially the same complaint earlier. I'm sorry pal, but I am guessing the 'lights are on but nobody's home.'

If you get any response please let me know how you did it.

You do both realize you have to check your online support ticket online?
Iv found they tend to answer at off times... and yes, a bit slow...
But they are usually pretty good at getting back to people.. Think a lot of the people involved with adding features also do double duty as support people...

AS to your problem with tickets, your not the first with the password recovery problem. I vaguely recall the same issue.. Try the real time chat when someones online.... might get further with that.

I would submit online support tickets if I could get online. That is my problem. I can't get online and I can't get help to get online.

Thank you for your response. My issue, and I think "dkhurst" as well, is that we never received our initial registration confirmation email inspite of a number of attempts. Yes, the email address is working, as I keep getting more ads to buy the Z100G. And I did get the subscription service notification too (a week later) - just no registration confirmation. I have sent requests via their html request form - no response. I have re-registered with a different email address - no response. I request a password reset - no response. I communicate easily with ZoneAlarm tech support but get no response from SofaWare.

We all work hard and I will be the last one to besmirch some sysadmin-type working double-duty. I just want to register so I can get some support....it's real tough to be in the game IF you can't even get in the door!

I finally e-mailed Zone Alarm directly and told them about SofaWare's lack of support, after experiencing all of the frustrations listed above. I told Zone Alarm that they needed to light a fire under SofaWare, whose lack of support and/or response was giving them a bad name. Funny thing, the next morning I heard from SofaWare with the registration information. Amazing how that works.

I, too, finally contacted ZoneAlarm and heard back right away. I requested a refund, however. They have been very supportive and quick. I probably wouldn't be giving up so quickly if I had gotten a little bit of feedback. (To be fair, I did receive an email from Erez Kalman
(Technical Support Team Engineer) suggesting I check my junk-mail/spam folders for responses - I do this anyway and found none).

Thank you all for your reply's.

In order to gain access to the support team a one time registration is needed;

Sometimes certain email providers/ISP's block/mark as spam certain email's including the authentication email.

All customers that contacted us via the site contact link received a prompt reply with all the information contained herein.

Customer's who had those issue's and re-registered using Gmail/Yahoo/Hotmail received the authentication immediately and has instant access to the support team.

We have opened up the chat support tier for all Z100 customers via this forum (the link at the upper right hand side of the Z100 forum) without the need for registration.

Again, I would like to thank all of you for your feedback in our effort to provide the best possible service.