I am wondering again, how fas support can be. On sunday I wrot a mail to Flattr, because I was not able to look at the Flattr pages and to login anymore. After three hours, I got an answer. The problem was my ISP giving me another IP address on every request. This made problems with their security system. Ten minutes after my reply I was assured, that they are working on the issue. Not even 24 hours later this part of the security system was replaced with something else, and everything works fine for me again. This is how support should be.
If I compare this and the contact I had with bplaced, now Host Europe and some Software Designern working on Free Software with phone call with my ISP, problems with hardwarecompanies, I am wondering how it can be like this. Are there so few issues with comparably small projects like Flattr, that one of the founders solves the problem immediately and it will be different after the open beta? Is it so difficult to provide good phone support or do most companies just spend not enough money there? Sometimes it seems, as if new customers are much more important then good customers buying products for years. Can big companies just provide bad support, what would be death for small ones?