Originally Venom were more about the basher and beginner market - giving reasonable products for people that did not have a million bucks to spend on higher end products. I know - I ran a hobby shop for 2 years.
More recently, racers have started taking note of some of the products that Venom are marketing - as they are exactly the same or better than other branded products, at significantly better prices.
You will never please all racers all the time - as we are a group of tightarses, expecting Breitling quality and performance at Casio prices.

You get what you pay for. Honestly - some of the product coming from Venom now is every bit as good as the products that have a different sticker on them for twice the price or more.

Venom seems to get slagged a bit, I reckon it is more an Aussie "problem" that we have - it is sadly so typical of we Aussies to hit the "tall poppy" syndrome. Good on an Aussie for making a go of the hobby internationally.
The quality of the "higher end" products is definately better. The service has alwaywas been there (in my experience), perhaps you were just unfortunate. I am sure that for your bad experience - there are 20 or more good ones. Its only the bad ones you hear about though isnt it.
Not a sad day for R/C Tech, without sponsors support - where else would we go to bitch, whinge, sledge and share information!
Cheers
Darryn