I don't understand what people are crying about- I've been with them for about 8 months now and they've been fair and articulate about what improvements I need to make, when they can leave feedback. I think some of the complaints are unrealistic - my opinion, and you know what they say about those:)
They do have they issues, don't get me wrong, but when the rubber hits the road they deliver. I've had the unanswered tickets but when the current download wasn't working I received a prompt response.
As for their payments, I've never had a payment go past the following Friday. Meaning that if I took a test on a Tuesday then my payment would be by the following Friday, at the latest. The one time it was longer than that they sent an email to everyone explaining why - that was Christmas time and we had so many tests it was nonstop!
I get the feeling that people forget that this side of their business is not what pays the bills for them, so while it's rude that they don't answer us they do answer us when it's important! We work for them, they don't work for us after all.