It's a mixed bag with the CS. Everytime I have ever had an issue, the reps have been very nice and helpful. I called them up just a couple days ago, there was no waiting on hold, the lady was very helpful and friendly. A very good experience compared to any other company.
So I wouldn't say the customer service is bad, in fact, I thought it was very good. It is more like quality control is bad. That problem stems from the top where the resources are distributed. We see it in GU61. An ambitious undertaking that does not have enough manpower to do it properly. The solution is either to postpone and make the time between updates much longer or for them to put more of their resources into testing and developement. This has always been SOE's biggest problem, they are cheapskates when it comes to developement and testing. It is why Blizzard rules the world and SOE does not, even after having a head start in the biz.