Reyaltec - Increasingly Dire Service/support

Does anyone host here with Reyaltec?

I've been with them for over 5 years now, but have almost completely lost patience. Since they offer no public feedback, and only rarely update their network status page with actual server problems, I thought it would only be fair to document some of my recent problems publically. My main issues recently have been:

1. Lack of technical support by telephone. They maintain they offer telephone support, and have an option for it on their automated phone system, but every option goes to the owners wife - who is non technical, and gives the response "the technicians are on the other line" every single time! I've challened this, and they maintain telephone support is available, even though it isn't. When I bought my package with reyaltec (most expensive reseller package they offer) they DID offer phone support and MSN support, which has also now ceased. For me, telephone support is paramount, which is part of the reason I chose to host with them.

2. They have had problems with an old server recently, and rather than migrating the server to new hardware whilst the going was good (they said somebody got "half way through it" before he left the company!?) they have waited until the server crashed and became completely unstable. No apology, just a casual 'yeah, we should have done it sooner really' attitude. In migrating to new hardware, all of my clients websites have been down numerous times over the past 3 days, and some of my clients have lost significant amounts of email over 3 days. At least one client has also had website files go missing. I think this is completely unacceptable.

3. My clients and I seem to be their monitoring service. Whenever their servers go down I seem to be alerting them to the issue via my angry clients, which had gone un-noticed. They persist in defending their network monitoring services, although to me they seem useless (e.g. this morning, email was down again for an hour, but reyaltec were unaware until I pointed it out and they restarted the server).

4. I have not had a package upgrade once in over 5 years.

5. The price has become uncompetitive compared to my other providers.

In short, I understand Reyaltec are a small, family business, but their standards have sunk to such levels that I have lost all faith in their service and integrity as a company. They seem to defend their sloppy practices as though standard (is it standard for people to lose 3 days worth of email during a server upgrade!?) offering no sign of remorse or compensation for the major problems faced by their customers. The only real comment on these issues when I've raised them several times in the past is that 'things are improving' which they don't appear to be.

I am looking to move providers, but I host around 40 domains on their shared packages, so it's a lengthy task. Some of the domains also have MSSQL databases, which reyaltec charge to detach should I need to move them to a new provider, so this would be both expensive and time-consuming. At the risk of losing more clients though it's something I will probably need to do.

I'm interested in other people's views on the company. I used to recommend them, but now recommend against them!