I've never had any problems with CS but I've only needed to use them once and that was getting broadband initally set up, it did take a while to get through but once there everything was sorted out quickly.
My own opinion on this is that there will always be certain people, especially on technical matters that have bought a pc and don't have a clue, sorry but I can't think of any other way of putting it. With broadband and the internet in general having become mass market I think any company will increasingly have to ensure their CS departments are well staffed and well financed and training is given to ensure that they can communicate well with people new to technology, be it internet or tv.
As far the billing problems are concered I guess this is down to technical and training problems and not with CS staff as such.
I have to say tho' that with CS also coming from India now I will take a packed lunch and a flask should I ever need to call them
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