The importance of telephone support.

I have 2 clients at the moment who both have .com domains registered with budget - and in one instance, extremely well known - hosting companies / domain registrars. All each of them need is that .com redirected to their website that is running on the .co.uk. I do not believe how difficult that is proving to be! The first company don't respond to emails, and if you ring either say a) they'll call you back in 10 minutes, never to be heard from again, or b) they'll do it right away and 2 days later still haven't. The 2nd - and well known, search-engine-topping - company are sending my client (and myself) round and round in circles by a) telling her she can access her domain control panel through her old account but then not having the domain listed there, and b) telling her via a support ticket she will be emailed the correct login details, just to be emailed a message saying 'please log in here... we look forward to your business!' without a username or password in sight. And when I just rang them I was informed 'we are a budget hosting company and so we don't offer telephone support'. Well if you don't, you should make up for it in other ways! We always urge our clients to come to us when we have a problem or a query, and not be embarrassed or self-conscious to pick up the phone and just have something explained/looked into. 2 weeks ago I lost hours and hours trying to get a .co.nz redirected, with the New Zealand registrars eventually claiming it couldn't be done because my client didn't have a dedicated IP address! Each response though had a different answer, addressing different issues! If companies would just read support questions properly they'd probably half their work load and double their customer satisfaction! So - don't go with a company who don't offer customer support, and don't think that the cheapest option is always the best! In the case of hosting it's often cheaper for a reason - that reason being no one to help you when you hit a problem.