They will only reply to you when it is convenient for them. Or when you are not asking them to honor their "Cheapest Price Guarantee" or etc. I bought an SSL with them and about a few hours later, I found another site selling the exact same thing for about 15% less. So I contacted them about their Price Guarantee and they have ignored me since then. The ticket will be open but they will not reply it but will reply others.
I would be very very careful if you are considering getting anything from them.