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Some CS reps' approach to customer service does suck. But not all of it. There are some great reps out there who thrive on giving excellent customer service, and I think it's very unfair of you to come out with such a sweeping, generic statement.
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Whilst you make thing its unfair, these are the only kind of people i have dealt within in the last 3 years as an NTL customer.
1. From having support people cut me off numerous times whilst trying to pass me from person to person (and me having to indure another 20-30 minutes call over again).
2. People who blatantly lie to you about whats happening, my cable modem was down in rugeley about a month ago, when i phoned them up and told them the area was down they denied it and told me it was just a local fault and there was no issues elsewhere. I would have accepted a "Im not sure what the status is in your area" but not a very forcefull "your the only one experiencing problems sir"
3. Support telling me that i have to crosss my fingers and hope
4. Trying to get through to support at 6:30 about a month or two ago and told that my problem wouldnt be answered today as support was busy so phone back tommorow.
If you were to have the same problems with your other utilities like electricity/gas/water would you accept the same level of incompetance?