Verizon is requiring me to change my set-top box. Tried to do that last night after phone support was closed. Chat support, in addition to being unconscionably slow (presumably talking with many customers at once), tried to upsell me over and over, after I was completely explicit that I just needed a new STB. I eventually gave up.
Called this morning, and the phone rep was completely fineโunderstood that I only needed a new STB (because Verizon is requiring it) and didn't try to sell me anything else. Why were these experiences so different?
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