It's nothing new Ma Bell had terrible customer support in the early 90s when they first introduced "fast" Internet. Tech support was on Mars and did not understand basic American English. They could barely read from a script. The CD that shipped either fouled machines (wrong branded RAM), or included dead links to finish installation. Their pre-paid cellphone was worse that the paid version and it was terrible. I have not been anywhere near AT&T since then. From my point of view both AT&T and VZN have long histories of excuses, poor service and customer abuse.
Mac: No windows, No Gates, Apple inside