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customer retention - has Verizon established a department for this yet?

My story isn't new really.  I've been a customer since 2006, my account is current, and my iPhone 5 is almost dead, poor thing.  I can barely hear a caller, my calls keep dropping (I get good coverage; it's the phone unit), and my texts are wonky.  My upgrade is available 5/23.  From what is now an ancient iPhone. I chatted with customer service. Was told I had to wait until 5/23 and got the sympathetic (in more scripted words), "Gee, that must be tough.  See you 5/23!"  I offered to sign a new contract today.  Nope.

There are tons of old messages on this board saying Verizon has no customer rentention department or even a corporate inclination for customer retention.  Has this changed?  Has Verizon wised up?  There are other carriers there which are comparable for me - I live in populated areas with good coverage from all carriers.

Does anyone have a number I can call to address this?  Sprint is looking real good right now.  Thanks.