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Any time a company experiences growth too quickly, it brings with it the challenge of supporting the new customer base.  When you have a good product that is one of the side affects.  What's that saying... "No pain no gain." 

Not making excuses for them, but this is reality.

Not sure if Alex mentioned this in his recent CRM series, but when considering a CRM vendor, I would spot check their support lines a few times to see what the response times are like.  If you're a big enough fish you could always try and request a dedicated support person with direct dial access. 

Matt, what's your cell phone number?