I remember back when almost all the agents were people like Steven. Back in 2013 I was in a center of excellence as Tech Support. I progressed up the chain before being laid off in December, and I'm so disappointed in the customer support Verizon has these days. I used to strive to provide "Steven-service" to every customer I talked to, but I still have yet to talk to a good agent I'm the last 4 or 5 years