It is certainly rare - month or so ago I had some issues with the modem and after explaining all I had done to troubleshoot they sent a new modem. They accidentally sent it 3 day instead of next day and ordered a second modem making sure it was next day and told me to refuse the second modem and if no one was home to refuse it then they would provide me with a label to sent it back on their dime (which they did provide - about 15 minutes after I called to inform them).
Unfortunately - margins can come and go - a lot depends on the ILEC and any monkeying around they can do with the lines.
