If you have not paid everything upfront for 7 years, tell them flat that you cannot continue for 7 years like this so they should address this matter. Don't giv

If you have not paid everything upfront for 7 years, tell them flat that you cannot continue for 7 years like this so they should address this matter. Don't give them solutions. Ask them for it. For example, don't say "Can we have rebates". Your issue is not that. Your issue is "Need better customer service". So ask them to address that and provide solutions. If they cannot, tell them you will not be able to continue paying them. No need to take an actual action at this point. Wait for their response and go from there. Stories like these fascinate me. On one hand, you have companies like these that get away with such poor service while our own B2B SMB SAAS company goes above and beyond for customers for almost a tenth of the cost and we still sometimes get the short end of the stick. Guess we should charge more :)