I booked an EF earlier this year and got refunded within a week. Friendly agents on the phone, no problems at all. But yes, I read many stories here... I don't get it.
I am flying them regularly. Despite a sometimes weak service intra-Europe, their A330 longhaul product is great with experienced (older) crews and also they address me always by name and recognize my status and usually say thank you for being a loyal customer (well, I am not so to AZ, but I am to ST).
So far, Italian style. Mixed bag but usually very nice experience. Just a shame that the bar on intra-Europe flights is limited to beer, some wine and limoncello only nowadays.