My experience has been good thus far.
Signed up on 1/13 for 1/18 installation in Best Buy. Called Time Warner number provided on the rewards website on 2/1 when I hadn't received mailer yet, CSR was friendly and was able to provide it in less than 5 minutes from the start of the conversation, on 2/2 I received the E-Mail from Best Buy saying my Xbox has shipped. Now I am just waiting for it to arrive.
I didn't contact Best Buy at all after the first interaction in store.