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When I needed to make a change to my zip code while my renewal was being processed I called and sent an email as well. On the phone the lady who helped me was quite polite and took time to help me. I said I had also sent an email. The email response I got back was very short but said the change was made. I have called/emailed DPS a few times over the years and really have no complaints.

I think it just depends on the person you come into contact with. Everyone is human. There are so many factors to take into account. Does that excuse rudeness? No. In that situation I would have just called back and tried to get someone else and sent a follow up email. No worries DPS will help you.