I received an Important Message from the people at Register365 this week to say (in a very roundabout way) that they have decided to discontinue their telephone support and replace it with a more efficient and effective chat/email-based system.
Thankfully, I haven’t had to call their support lines that much since becoming a customer some 3-4 years ago but whenever I did, I actually found their level of service to be pretty good. They usually sorted out my issue there and then and seemed to know what they (and I) were talking about most of the time.
What struck me as a little ironic is the fact that this is being put to me as a better, more streamlined service when it is in fact clearly about cost and nothing else (in my opinion). It is also somewhat surprising that should choose to take this step in light of the recent bad press being directed their way as a result of a number of significant power outages at their sister company Hosting365.
Then again, if faced with the choice of more expensive annual hosting fees versus reduced (or no) telephone support, I know which one I would choose.
Only time will tell if this will work in their favour or not.