I emailed them in the past - I did get a response. After about 6 hours.
I opened a ticket to day (as I mentioned), and they replied to it telling me to check again. I checked - still not fixed. Mailed them back - no response.
As for the other methods - if they offer them, they should live up to what they offer. If they can't offer chat support, they shouldn't advertise it. If they don't give phone support, they shouldn't offer it.