hmm dunno on this one.
Personally I would rather have nice low prices on a website and have to pay extra for telephone contact, than just higher prices.
After all, processing orders from a website must be MUCH less labour intensive than a telephone order. Think about what telephoning actually means. It means paying someone to be on the other end of the phone full-time whether they are needed or not.
We expect lower prices for stuff on the internet, and that is why - because there is no office that has to be manned full-time to take orders and phone calls. I use loads of online suppliers for all sorts of gear that dont even have the option to phone them. Fair enough I say, because the prices are much lower because of it.
As long as they answer emails promptly enough I think its ok. Its no suprise that some people are charging for phone contact. I would too.
Personally I think its fair enough.