NStar has a well-deserved reputation for lousy customer service. As I shift my household up to Maine, it's been a delightful contrast working with Central Maine Power.
FWIW, 4 out of the 5 "tier 1" people I spoke to were great to talk to (5th wasn't bad, just a little rough around the edges) -- they're just having trouble routing my call and the tech isn't paying attention to the case notes (or can't see them). The service engineer I spoke to today was also great to talk to and wanted to help, but had to route me to the paperwork ... so I think their system may be to blame here; the people on the phone have been pretty good.
My electrician will be filling out the paperwork and all that jazz -- dunno how long this process will take...