I recently had my first "positive" customer service with experience with Verizon switching to their unlimited plan. My bill dropped significantly. ($120 base -> $80 but really $200 -> $80 because I always go over on data)
I just noticed that I have a "phone upgrade" waiting as well. I am an Android dev and typically just buy unlocked phones when I need them and switch SIM cards. This sort of shit is why. Even as it is, Verizon branded phones are filled with crapware you can't delete. It sucks knowing that thru my monthly bill that I am subsidizing a "phone upgrade" program that I am never going to take advantage of due to the way Verizon molests Android before giving you the phone.