How does verizon DSL survive with such poor customer service?

[slamit13]

I don't think I've ever seen service from any company as bad as verizon's dsl.  My condo building is restricted as to who we're allowed to use, so i'm stuck with these boneheads.  Internet is down.  There's no way to submit an email about it, no live chat, so i had to waste time calling in.  I then receive a message saying the reps are busy and i wont be able to reach one.  I'm sure if I had it'd be some indian trying to walk me through 15 steps of disconnecting things to verify the internet was really down before submitting a repair call, as that's the nonsense i dealt with when my router was first delivered.  really can't stand this company.