Have you ever had a pressing emergency situation and then called only person able to save your neck, only to be have your call answered by an answering machine?
Frustrating is not quite word to use to describe situation. But truth of matter is that this is exactly situation with many web-hosting services. Ridiculously, even as web sites have rapidly developed to incorporate very latest state-of-the-art technology in all aspects including areas like billing and marketing, back bone of web site management, namely web hosting has mainly remained in stone age.
Web hosts have been mostly small one-man operations run as a hobby from some basement somewhere on a part time basis. Although this is changing as more and more serious ecommerce web sites emerge. However, it has not been changing quite fast enough.
A lot of hard work and investment goes into generating traffic to web sites. Imagine all that hard won traffic being unable to log in just because of some minor technical problem that makes site inaccessible. And then to make matters worse, you have to leave your problem with some answering machine not knowing when you will be able to get some attention to your crisis.