Verizon Promos and Customer Service

We have been Verizon customers for years and recently received promotional materials in the mail that suggested we could upgrade our phones early. When we called our local store, they could not verify the promotion (even when given the promotional code). So we called Verizon customer service, and spent an hour on the phone being transferred to various departments. Of course, no one knew what promos we were talking about. Basically we were sent "progaganda" in the mail that suggested we met the criteria for receiving upgraded phones, but were quoted much higher prices when we contacted the local store and Verizon customer service. It took speaking to four people over the course of an hour to find out that one of our lines does not qualify for the upgrade. On top of the upgrades promos, we also received documentation in the mail saying we had received VIP status which also qualified us for early upgrades. Needless to say, we spent an hour on the phone and in the end we do not have any upgraded phones, because (guess what) we do not qualify even though their literature suggested we did. Typical Verizon customer service, at its best. These have been our experiences over the years, beyond just this instance. One of their tag lines on the recorded message (while you are waiting for customer service to answer) is "your problem is our problem." I certaily wasn't feeling that tonight. One hour on the phone and no new upgrades.