Techquity Ltd

I have worked with Techquity for nearly 2 years now under a support contract, after our website was built on the Aerocommerce platform. I am highly disappointed with the service provided and feel no other option than to leave a public review. I should note I am a developer myself and have worked extensively with many different development companies, so I know what to expect.
The experience I am having under this support contract is painful to say the least, they appear to be so overwhelmed with work, that they cannot provide a satisfactory service. This is to the point that they cannot meet the support hours included in the contract, which is before even attempting to get additional work done with them. The ticketing system is the slowest I have ever encountered, unless the issue is a critical failure, which they will hop on quickly and fix, each response from the team takes on average a week. To be clear, each reply from them takes a week. When establishing a ticket, this can take 3-4 replies so we're already at a month on even the simplest request. Some jobs that require only 30min have taken well over a month to complete.
Further to the slow tickets, if you want additional work doing, their hourly rate is £150+Vat, which is at the higher end of the UKs hourly developer cost. This value is the same regardless of the job size or skill level and after reviewing their employees on linked in, they have a portion of their devs who are straight out of university. So, you could be paying top end hourly rate for a fresh developer which is straight up not ok.
I have contacted the COO regarding the issues and to establish a way to move to a solution that requires us not working together, and he has not responded to me, even after chasing several times. As we are on the aero platform which is new and upcoming I see no alternative than to winge.
If you want to be a top end developer firm and charge top end fees, the need to be on top of your management and have the necessary resources to help your client.
I hope to hear from techquity as to a resolution to these issues and I will continue to update my review accordingly. More...