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Customer service?
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I've noticed this with manufacturers - as jsoderq says hobby shops are usually pretty busy, often they don't have a dedicated email person. Manufacturers don't have this excuse to my mind - especially the larger ones. In recent months I've had to email Bachmann UK (who were excellent - reply with 2 days with all the info I needed), LGB (who were also very prompt, though the retailer they advised me to contact seem to be tricky to get hold of), and Fleischmann UK (who were hopeless - no response 3 weeks later, after the first week I gave up and was lucky enough to find the part numbers I needed on their main website along with exploded diagrams which were very useful).
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