Their customer service is phenomenal. I contacted them a couple of times via their website and have always received a response by email within 10 minutes. There have been companies that I have tried to contact through their own website and never heard from again, even after leaving my email and phone number.
You've been luckier than I have. In my experience, their response times are much more hit-or-miss. On some occasions, replies were pretty quick like you said. On other occasions, I've had to send one or two reminder emails over the course of a couple weeks to get a response. I think they at least care about customer service, but it seems to me they're not always equipped to provide it.
Edited by epithetless - 9/30/13 at 10:39am