Not impressed with customer service

We are in Day 3 of a CRM evaluation and to be quite blunt, we are not at all impressed with the customer service at Zoho. It has been impossible to get someone on the phone, messages are not returned and email requests for help are not acknowledged. Am I missing something here? Do we not qualify for support since we are in an evaluation stage? I am looking for experiences of others- I can see the POTENTIAL value of Zoho but at this point it is not even working for us and we can't get any help to get it up and running. Any advice?