Product is Good but Customer Service - not so much!

I was the primary point of contact within our company for implementing the Suretax product in early 2021, and then adding a second business unit/entity in 2022. With both implementations, my feeling was that the Project Team was only interested in "checking the box" to show they had a kickoff meeting, held weekly meetings, etc., and didn't offer much advise on implementation tips, etc. At one point, I asked a question about address validation and the Project Lead stated "Yes, we can do that, but it is another module that you have to purchase." Our CFO was on the call, pulled up the contract, and advised that in fact we had purchased the SureAddress module. If I hadn't asked the question, we would not have even received the product we had purchased in the contract. The implementation itself, in my opinion was very smooth, with our IT Department doing most of the heavy lifting, and we have had few issues with the product itself. However, when you do have an issue, the ticketing system required to resolve the issue is not at all helpful. You have to log into the system itself to open a case, and upon receiving a response from one of their representatives, you have to log back into their system to respond - cannot respond to the email itself. My personal experience with these "cases" has not been good, as they either don't respond forever, or the responses are not helpful, and I end up going around the system and manually adjusting myself. Our tax filing team does not even use the reports for filing the taxes. This is because if we receive a tax exemption certificate after posting the invoice, perhaps even with a payment, the solution offered by Suretax is that you should credit the original invoice and re-bill without taxes. Obviously, we are not going to do that after the original invoice has already been paid, as many customers would then be confused and perhaps deduct the credit, etc., causing many more issues.