Perhaps they got a total flood of emails over that couple of days (it is exam season after all) and umm some people were off sick or something. I know it's not nice for you and that doesn't help but I'm sure it wasn't anything to do with them not wanting to respond to you or just being lazy. To be fair as well, three days isn't really much more than 48 hours - only by one day and I know how horrible it must have been for you in that time. I guess what I'm saying is don't stop using them if you feel you need to as chances are in future they will respond more quickly and it would be detrimental to let this one experience ruin your perception of the service they offer.
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