Had an account with them back around then because their site made them seem technically proficient, but dealing with their customer service was like dealing with bad sys admins - grudging help and lazy. There were also a lot of unfinished nooks and crannies in their system. An overall lack of craftsmanship and care. The email brought back not so fond memories and is indicative of their attitude in all their interactions. Partly you are paying for company culture and theirs is not good.