From experience I can tell you that this guy is correct. Or at least he was. I had U-Verse as my first internet service at an apartment years ago and, in addition to waiting a month for them to hook it up, the modem they sent me didn't work. The tech came out (weeks later, of course), confirmed it didn't work, and proceeded to swap it with literally every single spare he had in his van. We got lucky on the last one. While chatting he admitted they were the some of the worst equipment he's ever seen.

Some of the branch locations at work have U-Verse as their only option. I don't have to deal with their day-to-day problems but the help desk tells me they're still pretty crap.