A tale of two companies: One didn’t answer my emails sent to the contact@ email address they used on their web form and mailings. It took a month of complaining to their Twitter intern get a reply between cute photo posts. Even then, that boilerplate reply expressed zero concern, from a service company.
The second company also had a contact form. This was concerning a product with an international dealer network. Usual practice is that such an enquiry comes back with a “contact your local dealer” reply. When you buy on the Internet, the local dealer usually shows little interest in supporting you. (Also a huge mistake, as a minimal investment in support could lead to future business.) This second company broke with that common practice and answered my question quickly and directly.
The first company will never get my business or anyone else’s business via a recommendation from me. How is that constructive for them? The second company inspires me to mention their excellent service whenever I see a discussion.