[tristor]

This absolutely works, and was the key selling point for Rackspace when I worked there, "Fanatical Support". Unfortunately it got purchased by private equity and subsequently ruined, eliminated almost all US staff, and offshored everything to India, and this included a rebrand to remove Fanatiguy from the logo and the "Fanatical Support" promise.

While you /can/ make a premium offering with competent support as a competitive advantage, the most short-term profit to be made is then to buy that company after it's established a brand reputation and burn that brand reputation as fuel to produce extra profit until it becomes worthless and anyone who held your stock previously is left holding the bag.

[Digit-Al]

That's a real shame to hear. Many years ago I took over the running of a website that was hosted on Rackspace, and their support really was great. We rarely had problems, but when things did go wrong they always resolved it really quickly.

Private equity asset stripping is a cancer.