It wasn't mentioned that this behaviour is limited to certain problems. If the customers world is burning then likely the web-interface will not work either. And who said it's only about fastmail? This behaviour is generally risky. Especially if you are a small company for whome it's a big sellingpoint to deliver better service than your competitors.
> you call them on the phone.
What phone? And why should someone call a company on the other side of the world via phone? Who even says the customer is talking and understanding australian english well enough to be able to communicate with them? Fastmail is an internet-company, not some local shop around the corner.
It wasn't mentioned that this behaviour is limited to certain problems. If the customers world is burning then likely the web-interface will not work either. And who said it's only about fastmail? This behaviour is generally risky. Especially if you are a small company for whome it's a big sellingpoint to deliver better service than your competitors.
> you call them on the phone.
What phone? And why should someone call a company on the other side of the world via phone? Who even says the customer is talking and understanding australian english well enough to be able to communicate with them? Fastmail is an internet-company, not some local shop around the corner.