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I don't know about the Netherlands, but they called me up automatically after I'd send a mail to them. (I'm Danish)
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They have my phone number but they asked me to call them. I replied that I prefer to sort the problem over email since it was of a static nature, not requiring interaction. Their reply was - please call us...
Anyway, I do not want to moan too much - I am pretty happy with the product and a crappy customer service is a standard nowadays, unfortunately... I was just disappointed in the first instance because I definitely expected more after all the positive rumours I heard about the CS. Perhaps it would be different if I was in US or Denmark indeed or perhaps they check the number of books bought by the customer (I only bought a few) - I have no idea...