Are you perchance talking about deSEC? I've also switched to them, and thought that it was too much work to send an email and wait for replies, so I ended up using dummy inboxes for my other, lesser important domains.
Though I guess it's still a good thing they do this? At the time I remember being mildly inconvenienced, but not enough to actually care. I just remember thinking, "How is this nonprofit going to handle all that support volume?".
Yes, deSEC.
They replied somewhat quickly (for humans).
I had accumulated enough hope for them to wait the 25 hours it took them.
And yes, I wouldn't go this way either.
Must be a new thing, because I have a handful of domains with them and I've never talked to their support.
I've used Desec for several years now, and I'm very happy with them. Zero problems, would recommend.