Who I have the same questioned this topic

I have two basic phones on my account....one is 2G and one is 3G that Verizon wants me to update to 4G.  I received an offer in the mail offering two phone choices that I can use for an upgrade at no cost.  After reviewing the phones offered on the Verizon website, I found that the offered free phones  have very poor reviews and are pretty much "garbage".   Our old phones performed well for years and we would like to get something other than "garbage".   There are basic phones offered on the Verizon website that I would be interested to purchase that have good reviews.   In lieu of the "garbage" free phones, I would be willing to purchase the good phones.  I attempted to contact Verizon customer support as to whether I could use the "garbage" phone credits to apply to a purchase of a phone that was not garbage and that would  meet my needs.  I am willing to pay the difference  in cost between what Verizon says the "garbage" phones credit amount is and  the cost of the phones available on the Verizon website that I feel would meet my needs for a much better quality phone that I could depend  on.   The problem is:   I have called and was transferred to "Customer Service" and was put on hold to listen to music.   The first session of hold was a bit over two hours with no  response and then a disconnection.   I called again with the same scenario....this time the music lasted over 2 and 1/2 hours and then I was disconnected again with no response.  Others in this Community have referred to being 20 year customers and Verizon speaks of some sort of "loyalty program".  I should qualify, however, I cannot even talk to anyone.   How can I get through to Verizon  to get my concerns addressed?  I cannot remain on the line for in excess of 5 hours a day just to be disconnected!!!!