Who I have the same questioned this topic

We switched to Verizon 2 years ago due to the poor and, honestly, nasty customer service at our previous carrier.  Verizon was everything I had hoped for - polite, competent and thorough.  What happened?

My son went to a store on January 2 to find out why his phone would not update - reasonable question.  They couldn't figure out the issue so they suggested he call customer service for a replacement phone.  He has been on the phone with them every day since - it is now January 13 and the problem is still not resolved.  And, they are now charging my account for his free replacement phone.  

All of the promises and assurances that they were resolving the issue were simply empty.  The reps also live in fear of poor ratings and try to get you to ensure them that you will not rate them down.  While they say they record calls, the reps refuse to go back and review when requested.  My son has received a different answer from everyone he has spoken to.  And now I am being for the phone - that Verizon OFFERED as the solution to the issue.  I have no idea how I am going to resolve this particular issue.

I am beyond frustrated.  And so is my son.  

What happened.  Verizon customer service was terrific.  Now it is beyond incompetent.