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Verizon FiOS Chat Support Sucks

Several of my neighbors had recently installed Verizon FiOS at their home and were getting a much more modern system that what I had. I wanted to upgrade my old receiver to the newest receiver and DVR.  So I decided to chat in Verizon FiOS customer service.  I should have expected better, but alas, this is what I got.


Here’s Why Verizon FiOS Chat Support Sucks

A Verizon Service Representative will be with you shortly. Thank you. (13:40:33)
Agent Shirley has joined. (13:40:33)
Shirley : Chat ID for this session is 10311044618. (13:40:33)
Shirley(13:40:38): Hello. Thank you for visiting our Verizon chat service. How can I help you place your order?
You(13:41:05): Is there a newer DVR systems than the one I have?
You(13:41:16): Home Media DVR
Shirley(13:42:13): We have the Home Media DVR as the newest currently with which you can view the recorded shows on other TVs with the Set top boxes.
Shirley(13:42:23): May I ask which plan/ services you are interested in ordering today?
You(13:43:04): I already have the Motorola DVR… but its slow and has a small HD. I understand there is a newer Cisco unit.
You(13:43:17): I want to replace two of my SD boxes with HD boxes too.
Shirley(13:44:07): Let me assist you with the replacement of the SD boxes with the HD boxes.
You(13:44:22): How is life over there in India?
Shirley(13:45:03): Let me share that we are located at Nacogdoches, Texas.
You(13:45:16): I would like to talk to someone who can answer my questions.
Shirley(13:45:26): May I know what page you are currently on?
Shirley(13:45:52): It will take just a few moments to order your new boxes online.
You(13:46:04): I already have the Motorola DVR… but its slow and has a small HD. I understand there is a newer Cisco unit.
Shirley(13:47:35): I understand your concern; however, as I am an online chat rep I do not have the information regarding the newer DVR systems.
Shirley(13:47:40): Would you like to go ahead with your order now?
You(13:48:01): No. I would like to talk to someone who can answer my questions.
You(13:48:12): This is so getting posted on my blog.
Shirley(13:50:33): I can surely provide you the number to call; however, I can assure you that it will not take much time.
Shirley(13:51:11): Also, let me share that if you order with me you will not be charged for the shipping fees.
You(13:53:16): But if I order with you, I will get Motorala receivers, which are not Cisco. I am fully capable of clicking on your web order form myself. Which does not accomplish what I set out to accomplish. Are you at all concerned that your not trying to service me as a customer but trying to get me to order something I don’t want? You should be ashamed of yourself.
Shirley(13:54:41): I understand your concern; however, let me provide you the number to call and confirm for the same.
Shirley(13:54:47): You may please call Local Verizon Business Office at 1-800 VERIZON (1-800-837-4966) between 8:00 AM and 6:00 PM EST from Monday to Friday.
Shirley(13:55:42): Do you have any more questions for me? I will be happy to answer all your questions.

I’m sure Shirley’s real name is Vanathy, or maybe even Arjun.

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