Keep in mind that the support team is working double-time in order to make up for any orders that didn't go through while the Mt Gox API was down for four hours. They are likely working now to fill the orders in the order that they were received.
How is anyone supposed to know that they are working let alone working double-time when they haven't responded to emails, forum posts (done in the format they asked for), phone calls, live chat, irc, smoke signals or any other method what seems like a slew of people have been using to contact them to see what happened to their precious money. How was anyone supposed to know the Mt Gox API was down? A quick google search shows no reporting of the api being down or any problems. All we see a message that says Serious Error and are looking and receiving no help. Perhaps if they were more transparent and upfront with any issues with their service, people would be more forgiving of the "a young BTC system that technology is not always completely reliable".