poor company management

Is it common for the people on your chat system to "hang up" on someone simply because they don't want to deal with a problem customer? I would imagine that the very definition of customer service is to provide problem resolution but apparently it is now acceptable for your employees to put their feelings ahead of your customers? Aside from the lousy customer service, I need to know how to download the signed contracts you have in your system or have your company send them to me. Our company is leaving Joist due to poor management of the system and we just can't afford to lose money every time you have a glitch from following the Microsoft business model of "launch and let the customer find the holes for us to patch". Because you decided to change to a paid platform where all of the features that made your system worth having are now locked out, a contract that I had been in the middle of disappeared and the customer doesn't feel they can trust us with their project due to negligence. I would love to hear from someone regarding these issues and, be forewarned, I am NOT remotely happy about it and don't plan on worrying about YOUR feelings since YOU are supposed to be providing US services, not the other way around.