I can tell you a few things.
1. To cut costs, they have resorted to hiring part-time (30+ hours) so they can save by not offering health insurance. They also stick to hiring 18/19 year old kids fresh out of those technical schools you see on infomercials at 3 AM, who really have no idea what they are doing because they can pay them the bare minimum.
2. Their bottom line is more important than holding onto the employees that made them successful. Many of the tenured reps have left, are planning to leave, or are simply miserable.
3. That after hours support everyone loves so much? Before ATC took them over, they did not pay the employees for doing it. It was on a rotating schedule with zero compensation and there were instances where employees got stuck working on issues for hours at a time in the middle of Christmas and Thanksgiving.
4. Selling you a product that doesn't work, collecting the bills on it for 3 or 4 months and then having you cancel it means more to them than actually making sure the product has been thoroughly tested and is in working order for you.
There are so many details I could provide but I'm not a fan of lawsuits. My overall advice is to be weary because they don't care about the people who put in blood, sweat and tears to get them the reputation they once had, so why would they care about you?