is it just me or is customer service among Homebrew related companies just a step or two above and beyond the norm?
It is not just you. I've had good customer service just about everywhere homebrew-related.
Local craft breweries and distillers included.
If you consider how small the population of homebrewers is you cant really afford to have your named smeered all over the internet as being crap. Granted noone should want that to happen, but there is a certain amount of inevitability if you are a large company.