Some broader perspective may be in order:

• Dodging Verizon's New $30 Upgrade Fee (MarketWatch.com) - "Verizon's excuse for adding the charge is pretty rich."

• Get Out of Verizon's (and Other Carrier's) New $30 Upgrade Fee (LifeHacker.com)

• Verizon Profit Rises 40% as Wireless Gains - NYTimes.com - "Verizon reported a third-quarter profit of $2.23 billion, or 78 cents a share, compared with $1.59 billion, or 56 cents a share, a year earlier."

• Is Verizon Wireless 'Profit Pumping,' Dumping Expenses Into the Wireline Networks? Time to Investigate (Huffingtonpost.com)- "[I]t would appear that each is now taking a slice out of the customer's pocket book"
• We need to "cultivate connections with our clients" (How to Increase Customer Loyalty and Referrals, Patrick Galvin)