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24/7 support and the complaints behind it.
Most webmasters when signing up to a program or service are given support pages to use. Be it a support email address, support ticket system or something else.
Most webmsters trash the welcome letter with this support information, that is if they even read it at all. Instead they go to ICQ which has problems and if they don't get an answer right away they come straight to the boards.
When they are not answered right away they are ready to switch companies and vendors. They have no regard for personal ICQ's ... People behind those ICQ's do crazy things like eat, sleep, spend time with their families, and sometimes (ugh yers this is unbelievable) they even get away from the computer.
Like pbjohn stated a lot of times problems with programs are not the vendor of the programs fault. I have seen many people stuff their hosting hard drive slap full and then programs and databases get corrupt and lost. And like John says the first person to blame is the vendor of the program.
Support ticket systems are setup for a reason. They may not just alert one person. Some are setup to alert a bunch of people all at once.
Then you also have abuses of the systems ... some webmasters need to go get laid or find a hobby. They keep you in ICQ all day long and get pissed when you tell them you're busy. They want their hand held through every step. And god forbid anybody tell a webmaster they must learn something on their own or pay hourly rates because then that person is drug to the boards and called all sorts of names.
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