Ever get called "stupid" by a client services director? I did. He thought I was on hold and said it clearly! Its bad enough that the product is old and aging faster than a vine picked tomato but please... I spent far too many hours getting berated by my superiors and expect some degree of compassion from my service provider! But maybe that expectation does make me "stupid."
Regardless, my business is going elsewhere now. There are far too many VDR firms that really care about their clients and not just about stock options or revenue or whatever is going on there. Shame on a company that takes those clients that made them for granted. Well guess what folks... not on my watch nor my deals anymore!!
More advice... find another VDR firm to work with. One that really cares about service and technology and less about themselves. Get new leadership people or I'll be reading about you in the business obits!!