I think the problem with offering both options is that you can't count on your customers to choose the right one, and they'll blame you when they choose the wrong one.
Customer (via SMS): hey, the whole internet on my phone crashes when i use feature x. wtf???
Customer Support Rep A: Hey, we'd be happy to help you with that. What platform/version/subscription do you have?
Customer (7.5 hours later): its the latest version, and i have a verizon. why can't you guys fix this???
CSR B: [lists some possible troubleshooting steps, asks customer to call]
Customer, the next day on Twitter and Facebook: [Company] has the worst support! They broke my phone, and they say they'll help you by text, but then when you ask them anything they just ignore your problem or tell you to call anyway. FUCK [COMPANY] AND DON'T BUY THEIR CRAP!!!
Customer (via SMS): hey, the whole internet on my phone crashes when i use feature x. wtf???
Customer Support Rep A: Hey, we'd be happy to help you with that. What platform/version/subscription do you have?
Customer (7.5 hours later): its the latest version, and i have a verizon. why can't you guys fix this???
CSR B: [lists some possible troubleshooting steps, asks customer to call]
Customer, the next day on Twitter and Facebook: [Company] has the worst support! They broke my phone, and they say they'll help you by text, but then when you ask them anything they just ignore your problem or tell you to call anyway. FUCK [COMPANY] AND DON'T BUY THEIR CRAP!!!