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One thing I've found in my time working for hosting companies is that when you consider statistics, and the number of clients prominent webhosting companies have, a small occurrence of suboptimal experiences is totally inevitable.
Not that I'm defending slow ticket response times or anything, it's just not something that I think is necessarily a reason to switch companies over - at least not if it isn't a chronic problem.
As a support tech, I remember situations where somebody had to wait a bit longer for their ticket to be handled, whether it was due to being shorthanded at the moment, there being a flood of tickets (or a few really hard ones), etc.
In the end, it's all about consistency.
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