I don't know about that, I was getting pretty bad packet loss recently and the instant I described the issue the guy (after mentioning it was part of a larger outage) instantly offered me a credit.
They can do good, but since they're a monopoly it doesn't actually make them any money to do so. They're much less likely to do good things for customers than any firm in a competitive industry would be.
They can do good, they're just misguided.