E-mail makes for customer non-service

From CNET: If you’re looking for a quick response to a customer service question, don’t count on e-mail, according to a new study. Only a third of the companies surveyed by Jupiter Research bothered to immediately acknowledge they had gotten customers’ e-mail in the first place, sending an automatic response. (full story)
My spin: While this is sadly true, there are SOME companies like Igo.com and Amazon.com that provide EXCELLENT online customer support!