Poor service

Has anyone else had such poor service with techpro guild as I have? I havnt been able to get on for 5 days. Then when I call about it Im told to log off, wait 20 min then log in.
how can I log out when I cant log in?
Of coarse right after I call everything is ok. This has happened to me more than a few times.
The woman I talked to on the phone could have cared less if I cancelled my membership, which i did.
Why do companies have such poor customer service?