Locked In, Dismissed, and Completely Out of Touch
Locked into a 36-month contract with no break clause. Yes, we should have scrutinised it harder. But the way it was structured felt incredibly cheeky.
We were a long-standing customer. Always paid on time. Recommended them to others.
When our business had to reshuffle, we approached them professionally and asked if they would work with us to reduce just 1 of the 8 licences locked into the 3-year term.
Not cancel. Not walk away. Reduce by one.
I went as far as offering in writing to renew again at the end of the 36 months if they showed even a small amount of flexibility. Their response was that they would lose revenue if they reduced anything.
Their response? “We would lose revenue, so no.”
Every other supplier we spoke to worked with us. Itris were the only ones who wouldn’t budge an inch.
On top of that, the system itself feels dated and clunky, and the contract allows them to increase pricing during the term — which they did.
When I expressed genuine disappointment as a loyal customer, the response was essentially: sorry to hear that, let us know if you want to buy another Itris product.
No commercial awareness. No long-term thinking. No customer loyalty. Completely out of touch with modern tech standards and relationship-based business.
We would never work with them again.
Left a very bad taste.