A&A was only mentioned because the OP mentioned it.
If I am honest, the OP needs to decide how they want their service. I am not saying it acceptable to have poor customer support, but the customer needs to decide where they draw the line and leave if it's not good enough - that means rejecting any concessions and just getting out of there. I know it's a bit more complicated than that, since people will have their own preferences and reasons for using a certain provider, or have worries about leaving, and some customers can be enocuraged to stay with discounts that means they will never leave.