Love this service.
I tried to buy $400 worth of Bitcoin on Saturday, and so I followed the directions and sent my bank receipt and teller card scans in a reply to Bitcoin Broker's email.
It ended up never going through (didn't get a reply) so I ended up sending 2 more follow up emails on Sunday and Monday. My mistake in communication. After I didn't receive the reply, I should have assumed something was wrong with my email service (getting flagged by Zendesk) and immediately pm'ed sayulita on the forums. His initial reply to my ticket was on the order of ~5 minutes, so I had no reason to assume he would have been late replying. Again, I messed up.
But this didn't matter. Even after failing so badly on my part with communication and following the directions he sent me (deposit by 6pm on Saturday, that was my limit), after I sent him a pm via forums and then replied through Zendesk's system (not my email), he was promptly able to fix everything.
The best costumer service I've ever had.
And for anyone out there who will be using this service in the future, use the Zendesk system. Once you get your initial reply, setup an account with the email address you used and make all future replies through that system.