1) I was asking for technical support form Easyspace and was a bit frustrated at having to wait for an advisor as I was already fairly tense having spent some time trying to resolve the difficulties I was having with my e-mail client, and I was anxious to get on with things. The wait wasn't too long, in fairness, but a prompt (immediate)response, as you get from some sales sites, is always welcome and calming.
2) I use Pegasus, which can be a little convoluted as programs go, but the advisor I spoke to didn't know the program. This was disappointing as I had been asked the nature of my enquiry and was directed to this advisor as an e-mail expert. Never the less he was persistent and indicated he would stay with me for as long as it took. While we not able to solve the problem while I was on line to him, he was able to outline where things might be going wrong with my set up, and once I had reviewed what I was doing I was able to solve the problem. Thus, the advisor was extremely helpful, demonstrated patience and I guess I could not have done it without him.