Use a cordless phone. I called to order my G3, only waited a few minutes not bad. Customer service phone time is about 15min or so. Not as good as PCT or some others but not as bad as Dell...which I know from years of experience. Never tried to email them though so I couldn't tell you about that.
If you call for tech support you get customer service first then they you give them your number and tech calls back within the hour. Never had a problem with it, but seems kind of a round-about-way to do things, but Sager does the same thing.
All in all I'd say just try calling, I've always gotten good service over the phone with them.