"RH" <rh@no-spicedham.exelsys.com> wrote in message
news:f39fbo$5p0$1$8300dec7@news.demon.co.uk

[snip]
[color=blue]
> I think telephone support really is OTT for average VOIP
> customer mail support usually works just as well, if
> customers want and need immediate telephone
> support then premium rate may be a way to go, I know if
> I was desperate to get my unsupported ATA to work and
> could not wait for email comms to come back
> I would pay.[/color]

There is one fundamental flaw with premium rate phone support. If the
problem *doesn't* get solved, the caller has wasted their money and has no
way to retrieve it. If I am unhappy with a service that I pay for by
invoice or bill, I can withhold payment until I am satisfied. With a phone
call, the money's gone and I'm no further forward than I was before.
[color=blue]
> Please do not take this the wrong way, but I think anyone
> going into the VOIP industry must have balls of steel,
> many have come and gone. the profit is only there to made
> with huge numbers of subscribers, if Vonage has not been
> able to make a profit it must save something[/color]

Sipgate are still in business, they were one of the first and are still
there, they must be doing something right.

Ivor