That same customer service is pretty much standard with all major brand filter like Fluval, Marineland, AC, exc, exc.
The important issues with a major band that usually cost us hundreds isn't the customer service but whether the problem is a defect and recurring issue, usually not but it does happen either becasue of design or a new outsourced supplier overseas making the parts poorly out of cheaper materials for the manufacturer who no longer manufactures. Like the SunSun /C-series connection.