Great resource for students but awful customer service

My Take

I think the product is great but have experienced several frustrating customer service issues with this company. I find them very unhelpful when dealing with complaints and when trying to resolve technical issues. Resolving issues has taken up to 3/4 conversations and about 90 minutes of telephone and email time. I am particularly unhappy about their renewal process. I recently renewed and extended my membership with raz kids, having promised several parents they would have access to this resource. Upon renewal and extension from 1 classroom to 2, I found that despite having paid for this product I would be unable to use the extra classroom until the end of my previous years membership unless I was willing to pay extra. I find this attitude to customer service mystifying. Having paid for a product, to then be told despite having paid for it I would be unable to use it for 3 months is very frustrating. I think this company needs to improve its customer help and make sure that it doesn't alienate customers by being unwilling to work together to solve issues/problems that arise.