Originally Posted by PHLAK
While I agree that VZW techs are more helpful than techs at other carriers, I find the average VZW tech to be rather under-educated to troubleshoot my phone issues. Every time I have a problem with one of my phones, I end up walking out of the store with a replacement phone (or the number to customer service to get a new one shipped to me). The techs never seem to be able to troubleshoot my issues (sometimes hardware, sometimes software related).
That's because those guys are really only trained to determine whether the problem is warranty related, and if so, to exchange the phone. Those stores get way too busy to troubleshoot every technical problem.
If you ever have to call in to VZW tech support, that's where you'll find the really knowledgeable guys.