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If you email the company, how quickly do they get back to you?  Same goes with a phone call.  If you emailed or called and have not heard anything back the same or next day when they are trying to earn your business, how receptive do you think they will be after they have your money?  A place where you can get a direct extension and name is going to be much more helpful and receptive than a place with a generic email and no direct people to work with.