As a proclaimed "sketch-whore", whether or not I 
buy a cel depends very heavily on whether it has 
a sketch, if it's stuck, and general condition. 
While I understand that during an update a dealer 
gets very busy, by not answering a relevant 
question from a potential customer, he/she runs 
the risk of not only losing the sale or this cel, 
but others in the future from this person AND 
from people who find out that the dealer is rude, 
doesn't care about answering requests, etc.

It costs much more in time, money, and resources 
to gain a new customer than it is to keep a 
current one. A little customer service goes a 
LONG way. AnimeChaos comes right out and TELLS 
you on the order information page that requests 
for additional information will be answered last 
and that you run the risk of losing the cel. 
While I don't agree with brushing off a 
potentially loyal and long term customer (as if 
they grow on trees), I know UP FRONT that if I 
can't see a matching sketch on a cel that I catch 
on an update, I'm not going to bother ordering or 
asking about the cel. I was allowed to assess the 
level of risk and decide whether to gamble. 

Further, you never really know how busy a dealer 
is or whether it's first come first served. If I 
send an email with an order based on whether the 
cel has a sketch (as in, "if cel XYZ12 has a 
matching sketch, please place it on hold for 
me") -my getting the cel doesn't depend on the 
fact that I emailed first if someone else emailed 
saying they wanted the cel regardless. Nothing I 
can do about that, but I'd like to know up front, 
and in that arena, I do think collecting is 
getting impersonal and sellers/dealers getting 
lazy. More and more want the quick sell instead 
of the good sale, which diminishes relationships 
and makes collecting a lot less fun.