They used to be really good, independent registrar from New Zealand but I think got acquired sometime a few years ago and went down hill.
I'm surprised about their slowness. Again, 2 days ago I sent a request via their web-form and less than 24h later it was resolved.
Disclosure: I know the founder (Lenz).
So the question should be if Lenz is happy with how those who brought his company are now running it?
Of course that is not the kind of question that a founder should ever answer candidly on the internet :)