I have been a NetSuite customer since 2002, back in the NetLedger days, 6 long years now of many upgrades.  I am a small company 1-2 seats depending on my needs, but NetSuite is the backbone of my operation.  I do not subscribe to any of the premium customer service phone plans, nor do I take any of the courses.  I just work my way through the various issues and upgrades on my own, and the bigger issues get resolved by the bigger companies.

Over the years I have been a harsh critic of NetSuite's non-existent customer service.  Cases opened never responded to, or responded to months later.  Contacting your latest account executive and knowing 10 times more than he did, major upgrades and version implementations that shut down operations for days with no income coming in and no answer from NetSuite.   Not only did they not answer, they did not seem to care.  This was particularly evident during the last major version jump 18-24 months ago [I think] I posted 3, 4 or 5 times here on the board on the horrible customer