That sucks big time :( In the most recent case I can recall, I successfully got access, noticed weirdness, gathered data and sent an email, and had a new instance within 2-3 hours.
Overall, based on comments here on HN and otherwhere, the quality and speed of support is really uneven.
Can you name one tech company that's scaled passed the point where the founders are closely involved with support that has consistently good tech support? I think this is just really hard to get right, as many customers are not as knowledgeable as they think they are.
Probably the company most people have had any sort of consistency from would be Stripe I think. Of course, there are cases where they haven't been great, but if you ask me for a company with the best tech support, Stripe comes to mind first.
I'm not sure it's active anymore, but there used to be a somewhat hidden and unofficial support channel in #stripe@freenode back in the day, where a bunch of Stripe developers hanged out and helped users in an in-official capacity. That channel was a godsend more than once.
To be fair, they probably would've done the same for me if I'd pushed the issue further, but after over a week of trying to diagnose the issue and convince them that it wasn't an problem with the hard drives (they said one of the drives was likely faulty and insisted on replacing it and having me resilver the zpool to see if it fixed the issue. spoiler: it didn't) I just gave up, disabled SIMD in ZFS and moved on.