The chat service on the support site connects you to the same people. The phone number is also given out for specific issues that cannot be handled any other way.

My only phone experience with them was helpful, but it certainly wasn't fast. I was on hold for almost 20 minutes. Especially given the phone number is buried in their website or given by the support staff, it kind of puzzled me why they would be so busy that I could be put on hold that long. Fortunately, the representative was very friendly and was able to help.

GM support is another matter- They're usually very fast now; I remember in the early days, you could wait half an hour or even longer before a GM answered; now it's never more than a few minutes, at least for me.