I am not sure whom to send this email so I am hoping by posting on the forum it finds its way. I am not one to complain but my blood was boiling yesterday.
I spent over an hour on the phone with Verizon support yesterday. I spoke to four different associates before I received a satisfactory answer. This is not the first time I have had problems with verizon support and I can't even say it was the worst but it was one of the most frustrating calls I have made.
The problem started three days ago. I have had Verizon FiOS TV for over two years. I have two HD DVR boxes, one HD Box and on SD Box - they are all Cisco. I have always been able to see my two DVR's from all four of the TV's and watch shows recorded on either one. Three days ago I went to watch one of my shows on the Basement HD DVR Box but could not see the Bedroom DVR Box. Not a big deal, figured I would call Verizon and they would fix it and that would be that.
I called verizon and and first spoke with Technical support. They informed me that I did not have multi-room DVR setup on the account and would have to transfer me to sales. I had the service for two years, always worked but I figured somehow it got turned off. I was transfered to Sales. The sales associate proceeded to tell me that what I was asking for did not exist. That Verizon's cable boxes did not work this way. He said for $2/month more he could turn on multi-room DVR but I would only see one box on the two regular boxes but that they did not offer a way for me to see both boxes. I requested to speak to his supervisor but was told there was no one else to speak with except tech support. He told me he had worked at Verizon for 5 years and never had one call where someone wanted this service and that I must be wrong. He said he had heard it all - that people with SD Boxes sometimes called thinking they were seeing HD on their TV's so I must just be someone who didn't fully understand how my boxes worked. I must have gone back and forth for 20 minutes before I finally gave in and told him to turn on the multi-room DVR functionality hoping that both boxes would start to work again. I then had him transfer me to tech support. The new tech support person also informed me that the functionality I was asking for did not exist and I must have imagined it. This went on for another 10 minutes before I asked for his supervisor. Sometime shortly after that and while being transfered the service kicked in and I could again see both boxes on all of my TV's. The surpervisor that got on the phone apologized for the confusion but never gave me a good reason why Verizon sales and support staff could have no idea how their systems work and worse how they could pretty much accuse a customer of lying or imagining.
None of this would have been a big deal if Verizon support/sales were properly trained on how their own systems work. I know technolgy is always going to have issues but to be tossed around and treated this way as a comsumer is unacceptable. Between conversations, hold times and transfers I wasted over an hour arguing with people that knew less about the service than I did.
