i hear u, but i call them dodgy if they, as u say, aren't big on customer service, but then call me up trying to get me to subscribe to a service where i have no confidence in them providing any support should i run into problems with that paid for service. They can take your money but are answerable to no one and don't have to answer their phones or emails. I'm not the only one that thinks so, lots of people have complained about them. They really pissed me off last year.
If what i have mentioned is not intentional then they are instead incompetent on the customer service front. It doesn't bode well for consumer confidence.