Would it seriously kill them to hire a dedicated customer support representative to respond to people's queries directly instead of just posting messages on their website?  Their attitude towards customer support has got to be costing them more per week in lost business than employing someone in that role would cost.

Edited to add that they now have a support account registered for the forum.

https://bitcointalk.org/index.php?action=profile;u=42942;sa=showPosts

Let's hope that person gets around to participating in this thread soon.