I've only had to contact CS twice. First time was back in January when I wanted to switch to a BlackBerry Curve I bought off eBay. The rep asked me for the required info and switched my EPRP plan to the EPRP w/ BIS plan with absolutely no problems whatsoever. The second time was when I bought my Pre, since the Radioshack employee couldn't activate it on my EPRP account. Again, no problems whatsoever.