I have the exact opposite experience. I have only used their support once, but it was great. One of my servers had hardware issue (unable to access half of RAM)

I have the exact opposite experience. I have only used their support once, but it was great. One of my servers had hardware issue (unable to access half of RAM), and less than hour after first contacting them via website they had moved drives to another, identical machine and everything was running fine (and most of that time was spent waiting for my responses).