Doesn't seem to be typical, though I have been very underwhelmed by their support when I have some questions.

Service quality may vary from country to country, which one are you in?

HD621, G98DH, G68ADV, Bc Acoustiqe ACT A3, 5200C DSP33, NuForce Reference 9 monoblocks, 2x SB3's, Velodyne DD-15 & DD-12 Subwoofers and a Meridian sub.