Moz's customer service. Is this normal?

[Abidos]

A few days ago I noticed an issue with the on-page optimizer, when I couldn't find a solution, or even any mention of the problem in the forum I posted a ticket at the help desk.
After ten hours I got a generic reply that didn't answer my ticket so I posted saying so.
After two days of not getting any reaction I looked through the forums again, this time searching for reactions about Moz's help desk.  I found the post saying that sometimes the mail with a reply isn't received correctly so I went to the page of the ticket.
Here I saw that not only didn't I get an answer but my issue had been marked as solved, even though my last message clearly stated that it wasn't. This was three days ago.

So my question is, is this how Moz usually treats it's clients?  I'm new and my free trial is about to expire.  At this point Moz should be impressing me with their great tools and services, convincing me it's worth my money.  If I can barely get their attention now I don't expect it to change once I have payed them.

[MoosaHemani]

In my experience SEOmoz team have the best customer service and they do reply quickly with humbleness. Well obviously sometimes things can go wrong but i guess if you try again and mention your complete problem in detail, I am sure roger will look in to it and will try to help you fixing your problem as quickly as possible.

[Abidos]

I'll try that, thanks.

[Abidos]

Well, I wanted an answer that was relevant to my question, maybe to much to ask?

[AlanMosley]

My experience has been excellent.
Could it be that your query was answered, but not the answer you wanted?

[zeepartner]

That's definitely not SEOMoz's usual customer service. So far, I've always gotten very quick and helpful responses. Mistakes can happen though - reply again to your thread and I'm sure you'll get an answer quickly.