I'll thank that, and wouldn't disagree with most of what you said. The only beef really, is that it has been over a month now with no public word what so ever. Some of us have been waiting for this device for many months. Since we became aware of its rumored properties way back when. No one knew where it would go or when it would arrive. We just waited. The there was finally word of the GS2 coming to shore. If you were in my position you got excited as I did. I was set to jump on it. Then the downer- VZW passes for something better. Ooooh, we all thought. We know a Nexus is around the corner this fall... and then we had the VZW rumors. It all made sense. They (VZW) knew what they were doing when the passed on the GS2, they should have been more prepared for the SGN. Then finally the confirmation they would launch by the end of the year. For some of us (forgive me I'm not going to check the calendar) that's something like 8-9 months of waiting. Frustrations are going to arise. VZW cannot control it, and can do very little to temper it. But they could have said something.
I've worked in marketing/advertising. Maybe its the designer in me but the whole adage of "theres no such thing as bad advertising" is completely false. So I agree when you say disclosing faults of an unreleased device is a bad idea. Employees are taught good customer service over the phone is that when you put a customer on hold, you pick up again in less than 30 seconds. Even if you don't have their answer yet. When a customer walks up to an employee who is busy, you make eye contact and acknowledge their presence and that you will assist them shortly. You just have to let them know they're still important and you're working WITH them, not just FOR their money or business. I'm sure these same tenants are requested by VZW upper management of their lower employees. I don't think its unreasonable to expect the same of the upper echelon. Basically, they shouldn't have made their one and only announcement when they did, because now we're still waiting... on hold. *booooo boop, boopboop beebooboop! booooo booop boopboop beebooboop!*
ten free "thank you's" if you guess the hold music
All I would personally ask for is a bone! They don't need to tell me anything at this point. Just acknowledge the customer. The response that some of the executives are supposedly giving individual customers over the phone and in email would suffice at this point. Just do it publicly. The end.