When it comes to service and customer support, I have no complaints with Verizon. I do think it's a shame that, for whatever reason, their Droid brand phones get short shrift on updates - they have been slow to come, often buggy when they do, and infrequent when it comes to what is now monthly security updates from Google. I understand that Verizon feels that they must aggressively test phones to make sure that they don't cause problems on the network, but other phones (Nexus, iPhone, Moto X Pure) seem not to have issues with updates to Verizon handsets at the same time as unlocked models.
Though, to be honest, I don't need updates ASAP - I'd rather the phone work right. But, don't say that you are going to update a phone and then not do it. We are more than 6 months since Marshmallow - IMHO, the Turbo should have had an update by now.
I'm ok with Verizon and the network - it works everywhere I need it to, unlike the other carriers. Billing is always 100% accurate for me - I can count on the fingers of one hand the number of times I have had to contact customer support in the ~20 years I have been a customer (going back to Bell Atlantic Mobile.) But as far as I am concerned, support has to get better if Verizon wants me as a customer of the Droid brand. It has to be as close to Apple level of consumer support as they can possibly get it. For one thing, as far as I am concerned, that means that Verizon corporate stores should stock refurbs/replacements for carry-in customers with warranty issues. The stores are there - they should be equipped to do this AT LEAST FOR THEIR OWN DROID BRAND. Until then, I'll buy the phones that do get good support.
I'm glad to see that "Motomaker" for the Z brand phones will mean modules that you can remove yourself and slap on a refurb if you do have a warranty issue. Progress? (Because it seems that customized Motomaker models have become a headache if you need warranty repair/replacement with the T2 generation of phones.)