You failed to mention which e-mail program you use?
All need to be serviced and updated from time to time but that should no take but a few hours or 1/2 day as I am sure they are aware of the needs of their customers. If they are not responsive perhaps you should consider changing e-mail providers.
I have used AOL since 1992 and had very few reasons to complain which is why I will stay a loyal customer. Granted every company, no matter what type or what business has on ocasion problems that may be beyond their control but as long as they explain teh reason, appologize and fix it as soon as humanly or techinically possible they do what they should do.