Phil > This will definitely cause a reaction from your customer. HAHA! /no kidding. [....] They may begin to realise the value of what you are offering. Sure. Good point. > There will be an outcome, one way or another. I think the problem is that Im not brave enough - but once I decide to go for it, it has to be the right one. Nothing else will be quite right. > Either they will be outraged, and simply leave. Interesting.... > Or they will be outraged, and will want to negotiate. Possible. > Or they will be outraged but wish to maintain the status quo. Unlikely, but yes a possibility > In this case, you > can appear to be the decent chap, and forgoe the hefty bill (which you had > no intention of collecting, in any case), /evil_laugh > but 'unfortunately cannot offer > free support'. Totally. > Any support calls/emails they send to you should be met by a > standard response requiring a support contract to be purchased before any > further support can be given. Hmm. I like the sound of that. > If they do take out a support contract, you can forgoe the (bogus) bill as > goodwill. This makes you look great, you got a contract and you win! HUM. > I have no problem whatsoever in 'sacking' poor quality customers, Neither do I. > but I see your situation is not so bad, if they were paying you. Yeah and this is the thing I cant get my head around. > If you customer rings you once a week with an email problem Well-its-sort-of-every-2-months but very reliable, this frequency. The next one will almost certainly be more annoying than the last one. > which invariably turns out to be the > size of attachment, you tell them to use ftp Yup. Tried that. > and explain how that works. More or less. It was ignored. I aint his servant if that is what he thinks he got for his £75. The situation is complicated since he designed my logo and I want him to help me on my future new look. Hes actually pretty good at the thought process behind creating a new brand / product / service etc. I hope to God he doesnt get evolt in his Inbox :( > They invariably ignore your advice, and it happens again and again. +1 > That seems to be a waste of time, but if they are paying you to do that, do you > really care? I know, I shouldnt. I think Ive just let it go on. Hence the inquiry. > A sale is a sale, after all! God I hate commerce. I ought to stick to the 48. > Hth Yes, it does. I cant tell him to **** off because 1) I actually quite like him 2) Hes good at his job 3) I think he can do a good job for me on the relaunch. So I will just wait till the next complaint comes through and handle it better. Lets see whether he really is as I think he is or its all just talk. A.