there are some nice technologies out there that helps companies manage emails and other interactions with customers a lot better. Try washingtonpost.com, click on HELP located at the bottom bar. it'll take you to a knowledgebase which should have a response to most questions, else allow you to search, or sed an email (they call it ask a question). because the technology builds in SLAs for agents to ensure they respond to you within a certain time frame, you are sure to get a response.

we use the technology onsite and i can vouch, it works fabulously well.

cheers, shaji