I work with small businesses doing computer work for them. I've yet to find anyone who thinks their cell phone service is wonderful. I've yet to see anyone with service for more than one year without a complaint. It seems the market is devolving into "which one is the least worst".
This issue has been building for years. 10 years ago bonds were issues, mergers made, money raised, etc ... thinking the typical consumer would pay for a $300 phone and $100 to $200 a month in service. It didn't happen. Phones except for PDA are expected to be free or nearly so, and $50 a month makes many people wince. So out the window went a lot of customer service and support.
Not only does service vary by company / region, it also varies by office. I have a Sprint office near me that I dread visiting. Reasonable/helpful staff to idiots is about 1 to 9. A 20 minute drive away the situation seems reversed. It's WORTH the drive. :)