Terrible Customer Service

In October 2011 we booked flights to travel to Cambodia in July 2012 flying from London Heathrow to Taipei, Taiwan to Phnom Penh, Cambodia and returning from Bangkok to Amsterdam to London Heathrow. We recieved an email from Vayama a few months later advising that our flight from Taiwan to Cambodia was leaving 5 minutes later than originally scheduled but aside from that heard nothing from them once we had recieved our booking confirmation. In April 2012 we made our seat reservations with the airline and in doing this noticed that they had us scheduled to depart 7 hours earlier than we thought we had booked. When we looked closer, the flight was also shown to be departing from Amsterdam and not from Heathrow as we had booked. I called Vayama to query this with them and after waiting in the queue for 15 minutes and then being on hold for a further 10 minutes while the agent tried to call up our booking, was told that our flight from London had been cancelled and this was the only available alternative. I emailed my complaint to them pointing out that I wasn't in Amsterdam, I was in London and therefore wanted (and indeed had booked and paid) to fly from London however only recieved a response re-iterating the new flight details. I emailed again to ask for the details of their complaints department and recieved a response ignoring my question and stating there was nothing more they could do. 3 weeks later and after many more emails, they eventually managed to arrange a flight from London to Amsterdam for us at no extra cost however I shouldn't have had to spend the best part of a month chasing them trying to get them to provide the service which we had paid for. As it was, we may have gotten all our flights but we still spend 12 hours longer than anticipated travelling, had to spend a very uncomfortable night in the airport in Taiwan thanks to the flight changes and missed 3 days of the voluntary work we were supposed to be doing in Cambodia thanks to jet-lag. If we'd been told about the cancellation of our original flight when it first happened (3 months before we discovered it), we could have made alternative arrangements or at the very least budgeted for a hotel in Taiwan! 2 very unhappy customers here who will NOT be booking with Vayama again!