I seem to have been uncommonly lucky then !
I have managed to upgrade using miles/money at 24 hours notice.
Customer service staff have always been really helpful.
Economy to Dubai is consistently rubbish but their "combination deal" of economy to Dubai and then business to Sydney cost me less than £1300 return last time I flew and the lounge at Dubai provided hot meal, shower, champagne, internet etc
I have been recommending them to everyone for longhaul.
I certainly would not to continue to fly with them if I had some of the experiences described above.
Good service should never be a matter of luck .......