I also have had fast response times and good customer service, so I would say that it's not the norm. In fact, we all know @Frew, because he/she is very active in the forums.
I would also suggest that if you have any issues in the future, do check the forums. I have found them to be a wealth of information. It certainly does sound like yours was an issue requiring Form's response, so I'm glad they were able to reach out and get your printer replaced.
I've had mine since July, and have been really pleased with the service and the printer itself. I never dreamed I would someday have this technology on my desk. Anyway, welcome!