I was told by CS I could just go in and pick up equipment. I had to phone CS from within the store to put in an order number before they would actually let me pick up equipment. After I finally picked up the equipment, they sent duplicate equipment to my house and billed me for shipping.

The entire customer support system is an awful confusing mess, and different parts have trouble talking to each other. Just a giant pain in the ass.

Look at Optimum pre-buyout for how to actually do Customer Support. There isn't a firewall between Tech Support and Customer Service/Sales and the different customer-facing parts of the company could actually talk to each other easily to solve billing and account issues.