I can say that I got a response from John within a reasonable amount of time while going through the pre-order ordeal. I emailed him multiple times, and phoned him 2 or three times, and every time was cordial, professional, and well-received.
It sucks the website is down, but truthfully, it needed updated, anyway - wasn't the sharpest looking site. As for the emails/calls that have gone un-answered - could it be because it's Fourth of July week, and Am Worlds are going on? Just a thought...