Movie Rentals Unreliable - Help Non-Existant

I want to know if my experience is shared by others...
I rented two movies while traveling two weeks ago.  Regrettably, I was unable to watch either on my iPad 2 before thesoftwareupdate, which deleted them both.  On returning to the store, there was no place to find them to download again.  Trying to get at least one of them, I had to go through the rental process afgain, and after paying a second time, the download simply errors out in the first view seconds.
iTunes support seems to be a black hole.  No help, no response, not even an acknowledgment of my queries.  ( I've waited over 48 hours).
If this what it's normally like with Apple?

I have never had an issue wth itunes support.  The rare times that I have had to report an issue, I got a response same day.
How to report an issue with Your iTunes Store purchase

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