I feel your pain. You have to take into account that its a smartphone and different than the millions of other phones they upgrade daily -- they don't have a palm in them to upgrade along with the phone.

No excuse for VZW. The upgrade notes should have a flashing glowing warning to draw attention to it for the techs. Then again some would miss it anyway. I'll bet if you asked you would find that yours was one of the very first ones this particular tech had upgraded. Then again I would guess that they didn't bother reading the whole instructions. Not much excuse for that.

-Quick