By being a consumer myself of information products (paper based or electronic) I've experienced a range of different customer support. From no replies, 24 - 48 hour replies to my favorite, uninitiated replies, that benefit me!
The last example of from a company that I trust a lot (my bookshelf is proof of that). A couple of weeks ago I decided to take them up on a 5 for the price of one deal. I ordered my 5 books and were quite happy with them. Then this week I got a customer service surprise I have not yet experienced...