We signed up for a trial which has 'unlimited' tasks for 2 weeks. We 'ran out' of those 'unlimited' tasks in 4 days.
We were already planning on upgrading to their infrastructure plan, and would have even been happy had they let us know 'hey, you're using more than we consider fair for our free trial' ... however, without warning, we just got an email that said "Your zap hit its limit" and it had been turned off.
Upon logging in, it still shows that we have 'unlimited' tasks remaining. However, the zap had stopped and (after confirming with support) the data lost in the interim was completely gone.
We immediately upgraded to their $300+/mo plan, which were were already looking to do. I emailed support asking 1. why on earth didn't we get a warning and 2. can we recover the data 3. in what planet is 'unlimited' equal to 10,000 tasks?
(as an aside - initially the upgrade page did not work after trying several different browsers)
Customer support was not helpful nor very apologetic. I'm not primarily frustrated with the agent, so much as the bad policies + combined with a not overly apologetic attitude about them. We were happy to pay in this case, and even for their highest publicly listed plan - and at this point we were a paying customer - and did not get the vibe that Zapier saw any issues with what happened. "Bad news" is what it was described as, not "our mistake."
I realize they're the main player on the block for non-enterprise integrations and the product looks to work amazing - but you've got to own these processes better if you expect large businesses to trust you. However, I get the feeling they're not really that interested in fixing the issue as most of their clients are small businesses who 1. can suffer downtime and 2. can drop Zapier without hurting Zapier much. Bummer. Hope they are a little more honest and customer friendly moving forward.
Be forewarned that if downtime and data loss matter, Zapier support may or may not care. In our case, they didn't own the issue nor their lack of honesty with limits or failure to communicate about our upcoming shutoff.