I've only contacted customer service twice, once as EBS and once as EBG. As EBS it was to compliment the FAs/flight crews on two flights I was on due to the excellent accommodations they made for my wife who is terribly afraid of flying. As EBG it was to complain about the AVOD not working in (paid) C on a TATL flight.

As EBS they responded within 24 hours, as EBG it took about 6 weeks, however they resolved my issue to my satisfaction. They said the delay in response time was due to the immense amount of issues derived from the volcano, and since it was not a particularly urgent complaint I was just happy that they eventually responded.

1. varies greatly
2. issues handled to my satisfaction
3. :-::-::-::-: - they lose one star for not responding in my language of choice on one of the issues, otherwise they have been perfectly professional.