They did some kind of network update that degraded the service to the point of being unusable, were unable to fix it across multiple support calls and when I finally called to port my number and phone to a new carrier as a result, said that since I had only had the phone for a few months instead of the 1.5 years that I actually had been using it for, they refused to unlock it.
Unlike the person in the article, since the phone was very cheap and I needed it fixed immediately, I just bought a new (unlocked) phone and sold the old one to recoup some of the expense, but they are now on my list of companies to never do business with again.