Between last night over the phone and today via live chat I have spent 1.5 hours of my time trying to resolve an issue with a broken set top box. I went through the automated repair system, then went through probably half an hour of repair/diagnostic steps with tech #1. Tech #1 said it was an issue with the set top box and he would connect me with someone who would send out a new set top box. He connected me to Tech #2.
When I first got connected to Tech #2 he proceeded to try and re-diagnose the problem I had just spent 45 minutes to diagnose. After explaining that I already went through diagnostic steps and I was supposed to be connected with someone to send me a new set top box, I was put on hold for about five minutes and was informed I had been connected to the wrong person, and that I would now be connected to someone else.
Tech #3 then proceeded to do exactly what tech #2 tried to do, re-diagnose the problem. Tech #3 also informed me that Tech #1 is not as good at diagnosing these problems as she is, so I should go through diagnosing the problem with her. At this point it had been an hour and five minutes and I had no more patience. I calmly explained to tech #3 that I had already gone through diagnosing the problem and was told it was my set top box, and that I had already unhooked the set top box because I was told it was broken. She insisted that I work with her to diagnose the problem, and I insisted that she proceed with replacing the set top box.
At this point the situation is supposedly resolved. Tech #3 accepted my request and told me I could pick up the box at the verizon store near me the next day, and I will need the confirmation number she is going to email me.
Next morning, still no email with a confirmation number.
I then went to Verizon livechat and told tech #4 exactly what had happened. They then asked for my set top box serial number, and when I said I wasn't at home, they asked that I "Please reach us back we need to troubleshoot and then only I can replace the box for you." Clearly Tech #4 did not pay any attention to what I had told them at the beginning of our conversation. I told Tech #4 that I already completed the troubleshooting and that I need the confirmation number to pick up the new set top box. Tech #4 now sends me to Tech #5 for further assistance.
Tech #5. For some reason I am having to provide answers to my secret account questions to Tech #5, even though I already answered these questions to log into my account and connect to live chat. I am now being told the answer to my secret question is wrong, even though I correctly used it to verify my account an hour ago. Tech #5 then asked for my primary email and account number for verification. I told them I am at work and do not have my account number handy. "I am sorry, but to verify the account I will need both pieces of information." That was followed by Tech #5 disconnecting from the chat without saying anything further.
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