Customer Support Suggestions

[media-slave.co.uk]

I have needed the support guys often for my sites
" media-slave.co.uk "
" go-2-sa.com "
" game-slave.com "

And although i can see that they are very good at their job and very knowledgeable, they lack Customer Service knowledge. To an extent that i have been on the brink of cancelling my hosting with yourselves on many occasions.

Basics:
Be quick and responsive
Listen to the problem first
keep the client up-to-date with what you are doing to fix the problem and give time estimates on fix... then stick to them
Phone lines are never up, i have phoned many times andmy success rate has been maybe 5% getting through
If they cant solve the problem they must say so andimmediatly escalate to 2nd level or higher

And if one more support agent says to me i must upgrade my joomla instal i will freak out