No kidding, I had a similar experience with them, although I only had to contact them once. It was, however, in the middle of the night because it was a school break and I was up. I was surprised to get a reply from them past midnight (and at least very late in PT).

Another issue about customer support is that it isn't glamorous and usually not encountered by the typical customer since they usually handle issues and exceptions rather than the visible product. When someone mentions a company, pictures of their product, their service, etc come to mind before a customer service experience, unless it is a negative one. Had a good experience? It's usually an, "Oh yeah..." moment, at the back of your head. Psychologically, customers don't use these positive experiences to judge a company. If they have a negative experience, then that company is the worst in the world...