Review Non exsistant Service

We have had our business with Breedenet for almost 10 years, and we have been very happy Until recently. Every request I make [to give them more business] I receive a Case Number with a message someone will make contact with me within 60 minutes. A week later, after numerous calls and further mails, I generally get assisted. This has now happened 3 times in the space of 2 months. No one seems to take the customer seriously and only when escalated to a manager do we get service to our initial complaint. Thereafter even the manager seems to disappear. Overall a great company, just wish the owner / CEO would manage the business more actively and robustly.