I did not really have the same customer service experience. I've upgraded preorders and had an RMA go smooth twice. Only phoned once about upgrades that shipped the next day. I have also merged orders and have been advised of where my orders stand in the que.
I agree with Link , my experiences with opt have been a breeze!. When I asked to go premium it only took a few days for a reply and then another few days after I had responded to their email. All in all the process took about 10days but once I had paid I received my Pandora within 5days!
Its been worth every single penny