Verizon Customer Service
4evryoung1
Newbie

Have been a loyal Verizon custoner for 11 yrs.  Upgraded DVR to record 6 programs am trying to set up upcoming series to record.  Unable to set up unless new season in program guide, unless am doing something wrong.  Contacted Verizon on two separate occassions.  Prior to disconnecting old 2 program DVR my first attempt spoke to someone who I assume had a language barrier because could not understand my question.  Told me to export to the cloud all of my DVR programs and then could import.  On phone for about 45 mins, she put me on hold and then proceeded to "disconnect" me.  Why do you even pretend to want to call me back by asking for a contact number?  Second attempt after setting up new 6 program DVR called to ask about creating series recording and was told I could not do it until the series was listed in program guide.  Ridiculous!  Prior to this could set up any series we wanted to record without using program guide.  Have tried unsuccessfully to use the "search tool" but cannot locate upcoming season.  What is the point of setting up a series to record if you cannot set it up until series in program guide.  I was told to look up when the series starts and go from there.  On second attempt spoke to 3 different representatives, "fred" Richard and Charles.  Had to repeat my request 3 separate times, each time was put on hold only to be somehow transferred back into the main "loop" and explain situation again.  No one was able to assist me, each gave me a different answer, or technically no helpful answer and was on the phone for over an hour.  How can a company that claims in the newest ad  to support "A Fios home is a happy home."  Your customer service is appalling and operates like a government bueracracy.  Different answer every time you call with maybe an exceptional one employee who takes their job seriously and will go extra mile to help a customer.  Then have audacity to be upset when customer gets frustrated with Verizon's inability to solve a problem. 

P.S.  didnt really like the way Verizon assumed we all wanted to fo paperless either and alerted customers once on the back of their bills.  Again not very customer oriented.

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Re: Verizon Customer Service
CRobGauth
Community Leader
Community Leader

Don't eveer remember being able to set up a series unless the program was in the guide (did not have to be a new episode).

There is a manual series feature, but that records a specifc date, time a channel regardless of the show that is on.

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Re: Verizon Customer Service
tns2
Community Leader
Community Leader

Part of the reason it has to be in the guide is that it doesn't jus match the name but instead a number that is assigned to the series. 

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