If a customer writes to Q Branch support, they get a reply. No exceptions. This may become more difficult over time, but for now the volume is low enough that I only spend — tops — an hour a day talking to customers. A very small price to pay to let our users know that we’re real people.
I greatly admire companies which value this level of customer service. If they’re willing to put this much effort into ensuring every email gets a reply, imagine how much time and effort they put into making sure their product is just right.