It can be. I've so far had only good experiences. My service is fast and reliable, and the other day when I called them up to activate a new modem, they cut my cost to $35/month as a customer appreciation move with barely any strings attached (only that I commit to staying with them a year ... I've been with them for 6 already and there is no viable competitor here).

There are plenty of horror stories, however. I may just be lucky so far.