I think, oftentimes peoples expectations of what they bought isn't actually what they've bought.I think people just expect to be provided for what they’ve already paid for and I would expect complaints. If Tesco sold me a blu ray but in the box was a dvd and I complained…I wonder what would happen, it’s not Tesco’s fault they just sell the item?
They think someone should be on hand 24 hours a day, they think they dont have to learn how to troubleshoot, they dont understand broadband speed, ping, etc., they dont understand the limitations of their 5 year old (or more) device, plus much much more.
They are also too quick to blame the supplier, without actually considering their set up.
The amount of times an ethernet cable was pulled out while vacuuming the house (or kids, etc.) and we spent hours giving hundreds of suggestions to the member with the problem is frightening really.
While you should expect a generally reliable service, you cannot expect perfection.