James,
I’m not sure who your Verizon contacts are but the Verizon EMPLOYEES I’ve run into always seem to want to be really helpful or impress me with their “inside” knowledge like a year ago when they first started doing the technical changes to prepare for the iPhone. I found out because our service was disrupted by one of the test and Tech Support felt so bad he admitted the real reason behind the issues; I’m disabled was home alone, but the disruption of service left me vulnerable – unable to even call my neighbor or 911 for help if necessary and family unable to reach me at the regular intervals at which they check on me. I received about an hours worth of ‘inside’ info that day. He also sent texts to my family to explain and let them know I was ok.

Shortly before the iPhone actually began selling on Big Red, two Verizon employees – 1 in the store and the other over the phone, that because Apple insisted on Verizon not doing the rebate pricing games with the iPhone – “the iPhone’s price is what it is for everyone.” Therefore, Verizon customers better get ready for a slew of changes:
no more 1 year contracts, but phones sold at better retail without contracts, no more ‘New Every Two’ phones and renewal discounts for existing customers who renew their current contracts and no more renewal discounts built-in on new contracts, and cancellation fee increases. That was back in January just after the iPhone announcement.

Last Friday, 4-8-11, after having been treated HORRIBLY by a Tech Support Rep, I was able to get Customer Service to replace my handset for the ‘millionth’ time since September when I switched from Windows Mobile to Android. At which time she informed me that although I pay for the top tier premium warranty replacement coverage Verizon offers, the company has recently change how the process works because the manufactures are being stricter on the phones we send back to them:
Verizon must RECEIVE defective device back within FIVE days no longer the industry standard 10 days or you will be charged for the REFURBISHED phone at FULL RETAIL PRICE.
When the warehouse receives the defective device, they will inspect it and if THEY decide it shows signs of having been dropped or water damage, Verizon will charge you $99 on your next bill and send you pictures to prove it via your online myverizon.com account.

Everything the Verizon employees have told me has come true eventually over the years so I tend to believe them a lot more than I believe the company PR machine. 99% of the Verizon employees with whom I have had the pleasure of speaking have been genuine and helpful and most of all, HONEST.