I had the opposite experience. I used them for years and received prompt support, even getting direct to a sysadmin over the phone. I also regularly received up to 50% off their advertised prices just by doing a little negotiating.

Of course I say all this as an AWS customer, as the value flexibility far outweighed the value of support to me. Also, the last time I checked, You had to go through a standard server ordering form process to get a cloud server up and running.