I usually have a pretty positive experience when contacting Verizon. Most times I am doing things that the typical person on Verizon's service doesn't usually even know exists, example: sub accounting. Frequently, the rep is able to handle my requests without issue and relatively fast. Sometimes you will get someone who isn't exactly sure what you want to do, but I just try again.
You have to understand that Verizon (wireless and the parent company) has a workforce of around a quarter of a million people, you can't expect EVERY person to know every little policy or procedure. I'm a software developer who handles support requests for our system, and I totally understand that no one knows every single part of our massive system, our customers are pretty understanding when I have to defer to someone else who knows what the h*ll they are talking about. Haha. I try to give the same discretion when I call CS agents.
