I used them for a couple years, but now I park less domains there because I was not impressed with the revenue my domains were generating, Your all correct though, Support is not that great, but they DO reply eventually, it make take up to 1 week to get a reply, sending a few emails seems to help.
Their a Canadian company and their low staffed, the people are great though and you wont have any issues so long as you play by the rules....They added new templates recently, its not just the one Google default lander like they had before, If you really want an account, please try to be patient with them.