I've only had to speak with Maxtor's rebate center - never their customer service, so I can't help you with that. I haven't heard any complaints though...Blue Bear, maybe you can offer some insight?
As far as it being slow, both USB and Firewire have maximum speed transfer capabilities. It really can't be any faster.
Difficult to use? No, it works just like any other drive on your system. The drivers are built in so there's no installation involved - windows should detect the new drive automatically. It has one touch backup - maybe the big button on the front eluded the user's finger?? I don't know.
Overall, it's a pretty safe bet you'll be happy with this drive.