Bad support is easy to find. It's everywhere. Try troubleshooting a problem with SBC (our lastest hosting trouble ticket took two days before it was even started), emailing Yahoo (got generic form letter back and the issue took over a week to resolve), or just finding Amazon's phone number (hint: it's not on their site). I realize that these companies deal with a very high number of users, but is that a valid excuse for bad customer service? If you provide a service, you have to support it. We provide complimentary support to all our clients using our hosted association management software. Our rule is:
If a client instant messages (yes, we support all our clients through IM too), emails us or calls, we do our best to respond immediately.
You don't exist without your clients; so whatever their needs, they come first. This is how Syntax approaches their customer service. Shouldn't every company?