I've had this same scenario play out a few times over the years. Most recently, when I reported the boot loop bug.(They still haven't addressed this as even being an issue, yet). I called a csr who had no idea of any reports of the issue, by VzW or HTC. I had to take their hand and tell them where to go on xda and ac. forums to see reports of it. (This was already widely reported to VzW by the time I got hit by it, nothing was noted) I even told them there were fixes and was told that they were not fixes. They called a HTC tech., not aware I was on the line, csr explained the issue, tech said he was unaware of any issue, then she left the call and I talked with him. Then I explained it to him and this pinhead said they were aware of the issue and were working on a fix. Maybe I've grown jaded from experience but I take everything they say with a grain of salt til I see otherwise. BTW, no I'm unaffected by any of the purported OTA issues. I have control of what Verizon gets to put in my phone once I leave a store with it. God bless, AOSP.