Why not assign case numbers for telephone support. This would allow Verizon (if they really want to improve their support system) to evaluate their support agents. They could get a better idea of which agents were competent and which were not. I have dealt with both. This would also identify complaining customers. I am sure some of them are not so pleasant to deal with either. I would also like to be able to give kudoos for excellent service.
The volume of complaints on the forums attests to the fact that there are problems. This is an area which Verizon seems to ignore leading some to believe that those in power do not care. I believe that they could just not be aware of how serious the problem may be.
Verizon could also send customers a follow up E mail asking them to evaluate the service they receive.