Qwest, despite being a pretty new company, already has a horrendous reputation for customer service. Admittedly, a good portion of that came from US West, but they've earned the rest. Trying to get your frame relay looked at is akin to running through a bureaucratic maze the size of Kentucky. I've seen them have several-day response times to stuff likfe a downed T1. Around here, they're now known as "QWorst" (see US Worst).