Bests & Worsts Reviews from Amazon

I'm conflicted about Zinus' customer support. I bought this bed frame because it's advertised as "silent", and for the first month it was and as a result the quality of my marriage improved. After a month the frame started to squeak. I contacted Zinus via email and got an automated response that a ticket was created. After 2 weeks of silence Zinus emails me saying they're behind due to technical glitches, and to reply back to them if I'm still having an issue and they'll try to respond within 24-48 hours. I responded back letting them know that the problem still exists. After a week I tried to view my ticket, but their website wouldn't give me a password. After a couple weeks I tried to call but they had excessive wait time. Today, 24 days after my last email to Zinus, I called them again. This time someone answered right away, said she didn't know why the website was so dumb, had me send her my Amazon invoice, then told me they'd send me a new bed frame. I guess the moral of the story is that if you Zinus frame squeaks you should call them. I'll try to update in a few months to let you know if the new frame makes noise. UPDATE: It's been a couple weeks since I've heard from Zinus. I don't have a new frame, tracking number, or even an email. UPDATE: It's been about 5 months since I bought the frame, 4 months since I started contacting customer service, and over a month since they said they would replace the frame. Zinus has made no further contact to me and never sent me a new frame. A ticket has been opened w/ the BBB. I'm no longer on the fence about their service.