I agree that there is no point in being rude and giving I don't know answers on the phone, if you don't know find someone who does.
I am new to the hobby though and will say that I shipped an ESC from my SC10 RTR expecting to get a call back wanting my CC so I could pay the 50% of MSRP lifetime deal they have on ESCs and instead they sent me a brand new ESC free of charge. It left Florida on a Tuesday and I got the new one 10 days later. So in my limited experience their customer service is great.