I had a remarkably good experience dealing with Verizon FIOS (their fiber optic internet service) customer service the other day.
Last Thursday, I was having internet problems. Access to the internet would be down intermittently, corresponding to the WAN light on the Verizon supplied router turning off. After this kept happening, I got annoyed and called Verizon - at 12:30 in the morning. Fully expecting an automated message, I was surprised when a human picked up the phone within seconds. He spoke clearly, knew his technical stuff, and was pleasant to talk to. He explained that Verizon was doing scheduled system maintenance in the Bothell area that night, but would be happy to send me another router, via next-day-air, free of charge.
Although the problem seems to have fixed itself, I am really happy with the service that I received.