I was waiting for all the moans and flack but nothing for four hours.
I dont have any experience from the 'official' point of view but 'I' receive about 250 e-mails a day at my work company. About 80% are spam and are removed by the spam filter, of the remainder over half do not have enough information to act upon and need a response to get more info, and the rest can be answered at the first attempt.
Many customers and would be customers could do with a short course on giving the required information e.g. asking "what is the postage going to be?" when they havent told us what they want to order or what country they live in!
I had better stop now or I could moan all day!