To balance some of the negative feedback I have seen, I have had positive experiences with PN sales and customer/technical support.
(Should have done this a few weeks ago really)
I changed my pacakge from the old Home Surf to one of the newer ones when I discovered that it would be cheaper! The PN sales guy was really helpful and pointed out all the things I needed to know including when (at that point) PN reckoned BT would do the the re-grade (by end June, now slipped what a surprise).
He was helpful in selecting a package and had no problems with me moving to a cheaper option (it did cost an upgrade fee however). He also made sure I could keep my existing domain options.
All in all, a very positive experience. Now if only BT would get a shift on ...
I totally agree with your sentiments, I have always have positive experience of phone support (ignoring the on hold time - max has been 3 mins even at peak times)
I have however been disappointed with response I've received (and not received) to contact us tickets on some occasions, but hey ho nobody is perfect!