For the non-tech savvy (I saw the previous 2 reviews) I suspect Verizon's service seems really really awful. After all, I seemed to know more about my service than the Verizon reps did. HOWEVER, I want to say in defense of the Waterfront guys, they worked hard to get me the lowest cost plan that covered what I needed. So instead of trading up a smartphone, and then paying extra to add tethering (I wanted to be able to use my iPod Touch and my laptop where there wasn't WiFi access), I ended up with a WiFi hotspot with the smallest data plan. They looked at my usage, they looked at WHAT my usage was, and so forth. They also waived some of the fees because I was a long-time user, and followed up personally on a couple of glitches. I think most user frustration is because of Verizon corporate behavior, which has bothered me a lot too. Not to mention, if you buy a smart phone, you have to buy a data plan (whether you use it or not... I wanted the calendar and computer syncing aspects), and THAT is permitted by the FCC (yes, I filed a complaint). So I would give the Waterfront a bunch of kudos, and still say Verizon customer service sucks. I think the employees are getting screwed along with the customers.

Verizon does not take no for an answer, once a customer be prepared to pay for no service. In July 2008 (end date of contract), I changed from Verizon to Comcast, I called Verizon to cancel my service, despite the cancelation I still received a bill for August, so I wrote them a letter, In september I was still billed, they did not cancel my service but they billed for August and September as well, I send another letter to them, I received a bill in October, they canceled my service but still billed for August and September. In November I got a call from a colection agency, they put me on hold for 45 min to tell me that Verizon wants their money or they will put this in my credit history. Verizon does have terrible business practices. Some day they will want to be bailed out by the government for banckrupsy