jwolthuis - 8:24 pm on Jun 29, 2011 (gmt 0)
We strive to reply to all emails within hours, but at a most within 24 hours. We are not a one man or woman shop though, we do have customer support reps in house that take the bulk of the email.
I believe that your support reps want you to think that they answer every email.
A few unhappy customers will email daily (if not hourly) as long as you (or your support reps) continue to reply with anything but a full refund of their purchase + shipping + pain/suffering.
If your support reps tell you they answer *every* email, that's a bit unusual. I have to believe that there are some customers that go directly into the bit-bin?