i had some ride rodeos last year whose toe webbing was stripping. i placed a call to them and spoke with someone. he first said, "well, i mean, they ARE eventually going to rip..." he was a bit apathetic to my situation, asked for the serial number on my bindings, then before i can respond he continued, "oh, but i see you bought them only two months ago." then he took down my information and the new straps came in about a week. considering i live in new york and they were coming from i think washington, that was pretty fast.
so i guess my experience was a little better. but then again, i went the "old school" route. IMO it's true; you can say a company should treat e-mail just as importantly but truth is, human nature just doesn't give a shit about anything we can't attach a face to and it's incredibly hard to attach a face to an e-mail.
anyway, just my own chiming in, because aside from the guy's initial snarkiness he got my situation solved pretty quickly.