I don't use verizon but I started bitch'n there about my connection and a tech started talking to me, fixed it. I the call centers are full of nincompoops and the real staff are hangin out at dslr
Having worked at a Cingular call center in the past (the horror) I can attest to that business practice. Call center reps are barely trained to the point where they no longer drool on the keyboard. The technically minded and experienced reps were encouraged to answer forum posts in between calls.