I called 'em so many times that yesterday a CSR called ME to make sure I was doing okay! LOL
However, the reason I called 'em so many times--VZW held up my DI order!
Here's what happened: I went to my local VZW store on 4/16 to talk about changes to my next contract. The helpful store rep said "I can put those changes into the system now and they'll take effect 5/10."
On 4/19, I tried to order the DI. But my account was blocked, saying I already had an order pending. The first CSR thought I'd somehow already ordered the DI. The second one I talked to said I couldn't order until the changes to my contract were completed on 5/10!!!!
I asked the rep to reverse the changes to my account so I could order the DI. He said, "fine, I can do that, then after your order goes through I'll reinstate the changes for 5/10." I was then able to order my DI.
Fortunately, when I got the confirmation that said "Your order is awaiting approval or phone availability. Please check back in a few days", I called to see what was up. That's when I found out that my DI order was on hold and couldn't go through because the CSR had reinstated the changes to my contract... and the DI order wouldn't go through until after the changes to my contract were complete on 5/10!
I called and asked yet another rep to completely remove the changes to my account.
Then a few hours later I called to make sure the order was going through. All OK.
The next day, a CSR called ME to let me know my order was still pending and I'd get the phone 4/29.
Today I got 2 emails from VZW: "Order your new phone today!" "Upgrade today!"

So of course, being paranoid, I called to make sure my DI is still coming 4/29 and aliens/Elvis/tin foil hat people haven't sabotaged my order. CSR: "You're good to go."
Every single VZW rep has been polite and nice to me. I think it helps that I tend to be kind to them (being an RN I've had my share of angry, abusive patients and don't want to inflict that on anyone else). They don't have consistent stories about the whereabouts of the DI, but they do all seem to agree we'll get them 4/29.