My experience with VZW has been the same and I have been with them for many years. The Storm is my first BB and I love it. Fortunately I do not seem to have hardly any of the problems that others I read about in these forums have encountered. Mine performs much as expected on a daily basis. Perhaps I am not a power user or a power text/email user and thus have not encountered the problems.
I find VZW techs to be mostly very knowledgeable and quite informative. I have no complaints with them at all.