I kept it outta the review but I too called after getting no where with the email system. The first time last week I got some cretin that just repeated the website info to me and sounded half-asleep.. The second call yesterday to Tim was really good and he was immensely helpful and answered all my questions immediately from his knowledge base,not reading some brochure. I was completely satisfied.
That being said, companies should not advertise on their site that email is a great way to get them if they are going to go unanswered.
From their site:
"Our service heroes answer all emails within one business day. Email them through one of the means below."
2 weeks and no reposnses here - so call em up!