Who I have the same questioned this solution

I've been with Verizon for over 20.  I also would like to see NO BLOATWARE.

Lollipop has SECURITY HOLES, and has numerous "quirks" like forgetting the screen brightness if set to manual for one.  Try having this [removed] phone come back up with the screen fully DARK when you are outside.  Works really well.  NOT.  It will also CONTINUALLY set the VoiceMail Icon ON when we are in Canada -OR- when the signal levels are low enough to cause loss of service.  This is VERY IRRITATING because I work inside several large concrete structures, and if the phone loses connection, it sets off the 'information' sound, sets the VM flag, and to find out if I REALLY DO have a VM, I have to go out to somewhere that has enough signal to reset the VM bit and turn it off!!  And NO, VERIZON, I AM NOT  REPEAT  NOT factory resetting my phone 'just one more time' and losing ALL MY WIFI account settings, application settings and a host of other stuff, just to see if that fixes it!!

LOLLIPOP [removal required by the Verizon Wireless Terms of Service] !!!  Get on the stick and release Marshmallow!

And to boot, (speaking of boot,) allow us REMOVE the BLOATWARE without having to [removed] the phone!!

And one more BLOATWARE THING:  Quit having this [removed] phone keep trying to INSTALL VERIZON [removed] ON MY PC EVERY TIME I CONNECT IT!  Make it possible to set it to a MEDIA DEVICE instead of an installer PERMANENTLY!

Rant mode off.

As far as CSR experience, it has been generally good, with only an exception or two over the years.

Mostly has to do with them trying to 'snow' me about something I know to be a system quirk or some other technical details that I have obtained directly from Verizon field personnel.  (Being a radio tech has some benefits..)