I think it depends on the question and how it is asked - like any public service they get lots of daft emails asking for stuff that's already on their website, or is impossible, as well as rude and boorish emails. My wife and her lovely colleagues generally respond to emails from people who are genuinely in need of help.
Worth noting is that visas are going all online very soon, with no more visa stickers, so the whole process will be a lot more convenient.