Oh their customer service skills are absolutely atrocious. I'm not sure how long ago you posted this, or if your problem has been resolved, but honestly, in the end, I would say go through a different company. I've been using Net10 for almost two years (I have no idea why I stayed with them this long), and within this last year I've had to get on the phone with tech support about every other month. As you say, once you get the phone activated it works well, but getting it activated in the first place is like pulling teeth, and it won't end. Like I said, you'll be on the phone with tech support about every other month, and then to add insult to injury, they'll treat you terribly.
I was hung up on today for saying "crap". Specifically I said, "I'm sorry, Lady, but you don't know the crap I've been through already." She said, "This is your warning, " and hung up me. "This is my warning?" (?!!) What am I, a child being scolded by my mother? Cause I thought I was a customer giving them MY hard earned money for services that barely work. In the end, she knew I would just have to call back to resolve my issue and wait on hold for another 30 to 40 minutes, so what was her objective? To punish me. Plain and simple. She wanted to punish me for saying "crap" to her, so she hung up on me so that I would have to wait on hold again. That is DISGUSTINGLY horrid customer service skills.
I will NEVER use Net10 again, and I plan to make sure that every person I know knows exactly what kind of business they are. I'll start blogs about it, share my experiences in forums, start a group at facebook; whatever it takes to let people know to avoid them at all costs.