Did your friend make it to pension? Curious, because I hate seeing experienced/knowledgeable people being let go and short-changed only to find that VZ ends up putting the job offshore or onshore via H1B/L1 imports OR turns it into contracting via supply chain system -- I've seen many billing related positions go this route despite the fact that VZ still has billing problems!
The only time I get good support is from seasoned bell-core people! The Customer Service voice response system and inexperience people reading and looping thru checklists is a turn-off!
VZ, stop letting go of your knowledgeable people!