(I work at Stripe.) Yeah, you're right: we've had some scaling troubles with support in the past. The root cause is basically what Matt's post points toward: our userbase exploded. Our investment in support didn't even come close to keeping up. Long-term, it's critical that our support is not just adequate but excellent, and as a result fixing it has been one of our top priorities.
Our support is actually quite fast these days; we completely answer most questions in under 3 hours now. We just launched our chat beta for account questions this week, so you can ask urgent questions without figuring out IRC or hopping over to email, and we're experimenting with things like phone support and help right inside your dashboard.
We're going to keep working on this. Feel free to email me at michael@stripe.com if you've any follow up questions.