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Fios On Demand Rental and live chat issue

Hi,

I rented a movie this morning through your on demand service. It did not work. I restarted the box and still had the same issue. At this point I ordered the movie through Amazon as this was for my son and I could not spend the time trying to resolve the issue with verizon

Once I had a moment I went on the site trying to find a way to contact you about this. As I am working I felt an email would be the most efficient as I would not need to give it my full attention as I worked nor would it be a public post on a forum, but there was no such option. To avoid a public post I opted for the live chat.

I explained my issue in the live chat that the movie was not working and I had since ordered it else where. The representative tried to fix the issue. I explained that I was working at the same time, to "fix' the issue they reset my network with less than a minute warning. I work from home and connect to my company's network using the internet. So by restarting my network I was disconnected from my work. After a few minutes of the network rebooting I was able to get back into the verizon chat. I explained to the rep that I was unable to check if the movie now worked because by restarting my network I had been disconnected from work and had been frantically trying to get that working again

My issue was not the broken movie, but hoping to get a credit as I no longer had need for the movie. If a credit was not possible the rep should have just explained that the movie was rented and no credit would be given and maybe have asked permission to restart my network, I would have then been able to explain that though unhappy I would not receive a credit fixing hte movie was not a top priority.

So now I am annoyed that I am paying for a movie that I had to rent through another service, that I had to spend 30+ minutes in a live chat, lost 15 minutes after having my network restarted and having to reconnect to my work, and then another 15 minutes posting on this forum. This is a petty issue over a few dollars, but I have grown increasingly frustrated with my inability to communicate with verizon. I was with time warner cable for years and your customer service isn't as bad as them, but that's not saying much

{edited for privacy}

thanks,

Steve

Comments

[Deleted User]

Hi sjhaeb,

Did you request a refund credit for the movie? Was the request denied?

sjhaeb

Hi Lawrence,

I no longer have the transcript in front of me. My initial post was about the movie not working and that I had purchased the movie elsewhere. After they restarted my network and I was able to connect back to my work I did explain that my intention was to not fix the movie, but to receive a credit for the rental that did not work. The rep assured me that the restarting of the network would fix the issue. I explained that fixing the movie was not my goal. As I said before in the original post and to the rep I was working at the same time and could not give the chat my undivided attention. I was disconnected from the chat for lack of response, but the reps last message was that they had fixed the issue. So I am not sure if my response was overlooked or misread or ignored, but at no point did they acknowledge my desire for a credit or the need to purchase the movie from another streaming service

thanks,
Steve

[Deleted User]

Please contact billing support during normal business hours to request a credit, at Contact Us. Let us know if you need further assistance after discussing this with billing.

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