I think we're all in agreement that the service is both awesome and much needed. I also think that most of us reasonable people know that they must be experiencing the growing pains. If I could put money on it, I would bet that their business is growing at 5-10% monthly, compounded. That would make for significant challenges to all of their systems - response times, customer service quality, etc.
I am sure they will pull through this. Epassporte is quite an undertaking and I take my hat off to them for endeavoring to make it a success online.
Brad