I'm a total newb, so I have zero experience with any of the drone builders. I have however owned 3 businesses, and have worked for a fortune 100 company in sales. Not taking phone calls, no matter your excuse, is a downgrade. Chat being available only 8-5 when you are in a business that is driven by hobbyists is sending a message that they simply don't want to deal with their own customers. While it is good to hear that there are several of you on the forum that have had excellent experience with chat and email support, not accepting phone calls is a sign of financial trouble, and not being available after 5pm is just bad business in the hobby space. If their competitors are as bad, or worse, that doesn't excuse a small enthusiast oriented business to be less available to help. Add to that closing a factory (which is actually kind of a big deal) and it is wise to question their viability.
And how about all of the buyers that never join a forum, never make a post, but simply are frustrated because when they finally get out on the weekend to fly for the first time, run into problems, the company that sold them a $800 to $3000 piece of gear is simply not available? In this 24/7 world and where same day delivery is becoming the norm, their communication strategy is more like the 1970's not 2016.