From what I have heard from good authority at Verizon is that the customer service reps in the stores are all contracted out and the customer service reps on the phone are actual employees of Verizon. Sounds like a plan for bad customer service to me. I know a lot of people who have Verizon and only keep it because of the service area but complain all the time about customer service and everything else.

I have Sprint and I used to have Nextel. I stayed with Sprint so I did not have to pay the cancellation fee with Nextel. With Sprint I get good CS as well as great service. While the coverage area is not always as good as Verizon, I have free off-network roaming which comes in handy if it roams onto Verizon's network.