Out of curiosity, what was your bad experience with their customer service, if you don't mind sharing?
I haven't really done many complicated things with them (I've rolled over some old 401ks to an IRA, I have Roth IRAs there, and some light stock and mutual fund trading) but my experience has been nothing but straightforward and professional. I'm just wondering if there is something I have to watch out for. Hell, there was a slightly odd situation where one of my rollovers paid out a dividend and left a couple of hundred dollars behind in the old account, they proactively called me, called the other firm and got the rest of it rolled over, took 5 minutes of my time.