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Motazedi said Zenith's customer support has waned in recent months and communication from the company is scant. "The thing I liked about the old Zenith is they were proactive. They always called me. Now it just seems like they're not keeping us in the loop," he said.
Motazedi still counts Zenith Infotech as a strong partner, one that helped him get customers up and running after a tornado destroyed his office in Joplin last year. "We're still working with them. Just keep me in the loop. It would have been nice to know that [checks and balances processes were implemented]," he said.
The number of partners abusing the system was "sub 1 percent," but it was a big enough problem that it had to be addressed, Saraf said. Zenith Infotech chose the end of the year to deploy the checks and balances process because traditionally that's been a quieter period in terms of activations and reactivations compared to other times of the year, Saraf said.
"Because of the misuse, we had to make a good number of partners jump through hoops. We rergret that. But we had to find some way to clamp down on misuse," Saraf said. "There are people that want to take advantage. But it is our mistake. We will fix this."