Axxess technical support going down the drain

I have been a customer of Axxess for many years and they were brilliant. Their technical support has been really good and one of the reasons I chose them. However their standard has been slipping and they are definitely not what they used to be. My problem is I have phoned twice today and they seem not able to help. That is not the Axxess I know. Can someone please contact me to sort out my email problem, thanks