I'll let her reply herself later but WI are you saying that if someone spends a certain amount of money or doesn't bother reading their contract they should be exempt from the charges everyone else has to make? They aren't complaining they want special treatment because they think their money (and time) is more important than everyone elses.

As for what level of service you think she provides I can guaruntee you're mistaken. She has received more rewards for customer service than I care to count, but after hearing so many sob stories about people wanting special attention because of the amount of money they've spent when in fact 10k really isn't that much money compared to some of the other jobs she's done.

She works very hard to make sure her customers are happy. Very few of them return the favor and make sure they make her job easier by reading the contract and knowing what they want and or need done.