Customer for years but dissapointed

I have used Elitehost for years and recommended them to all my clients. However, I am finding it increasingly annoying that I can't phone them when I have an issue that needs to be resolved - and have to wait for an answer to problems that may be an emergency.

When I do send a support ticket in, they don't properly read through my issue and come back with a general cut-and-paste response which is often unhelpful. I find myself having to ask the same question two or three times to get an answer and even then, it's not a clear answer.

It's really disappointing. I want to support them as I believe their CEO is passionate about his business, but I feel their support team needs to take the time to read through support tickets properly - and it's imperative they get a phone line if they want to move forward and retain their clients.