Yes - customer service is very important but, does meta-essays have a customer support dept? It appears that one can only contact them via email; hardly what one would call good customer support.
What if they are extremely good at replying email? take example of EB, they have a number and an email to contact but they will hardly pick your phone and if they do you will get a simple answer that everyone is busy so call later.. finally if you email them they will take ages to reply you.. so I don't think emails and phone number suffice. What matters is whether a customer recieves a quick response or not.. and whether the issues are settled amicably or not... that is the basis of CS i think..
I think checking webcopy is something which should have been done but in no way it is related with the quality of papers and services rendered? is it? If we consider a site as a shop, i don't think anyone have seen a shop which is perfect.. even in superstores like ASDA you get the smell of fish and meat.. so does that mean what ASDA deliveres is of inferior quality?