I wasn't complaining about that. I've had 2-3 day turnarounds on "everything is broken" events on normal AWS VPC. Always factor their support offering in as well.
What level of support did you have? I've been on developer or first-level business support, and generally get someone knowledgeable; only the timing changes.
The only bad experience I had was with SES - we got blocked by high bounce rate, sending to a test email that did not exist (specifically because it was a test email). It took two days for the special unblock team to unblock us, even though the general support guy I was talking to had responded a couple of times in that wait period.
