Trying to upgrade DVR gets me nowhere (with chat transcript)
All I wanted to do was upgrade my DVR. I did this once before with basically the same result of talking to support, getting transferred to billing who after a few questions just gave me a link. I did use the link the first time a few weeks ago but apparently the order didnt go thru so I just wanted someone to actually put in the order. It seems its impossible. Notice that she was offering me upgrades at the end even when it was clear what I needed. What do you guys suggest?
Also I did try calling and after being put on hold for a while was told I would have to go to a My Verizon store. i asked do i need to put in an order first or just go down there. She said just go down there. I asked where that is, she said I would have to go to MyVerizon to look it up.
Seriously, im about to cancel the TV service.
Chat Subject:FiOS Television (DVR)
Your Question:ordered new box and it hasnt come yet
A Verizon Service Representative will be with you shortly. Thank you.
Agent Brian has joined. (07:45:07)
Brian : Chat ID for this session is 08141251138. (07:45:07)
Brian(07:45:12): Thank you for using Verizon FiOS Technical Support. My name is Brian, for security purposes please post the name, address, and telephone number on the account as well as a good alternate can be reached telephone number
Me(07:45:42): gave the info here....
Brian(07:47:22): Thank you for the information Mr my name, I apologize for the issues with the service, I will be happy to help you, please allow me a couple of minutes while I access the account
After our chat session is completed, I would like to send you a onetime e-mail to the email address listed (nmy email@example.com)help tools including the Verizon In Home Agent software. The Verizon In Home Agent is a free program that can help you troubleshoot any common issue that you might have with any of your 3 FiOS services. NOTE:This is just in case you haven`t downloaded it yet.
Brian(07:55:35): Im checking on the order
Brian(08:00:46): when was the order placed?
Me(08:01:03): a few weeks ago
Brian(08:01:28): I dont see a pending order
Brian(08:02:18): I would need to transfer you to the order dept and have check on the order because nothing showed up here on my system
Me(08:02:41): ok well ill just do it again online. i did this once before on the chat system and they jus told me to do it online
Me(08:02:49): they wouldnt do it themselves
Me(08:03:24): im trying to frickin give you guys money and order a newer box but no one seems to want it
Brian(08:04:19): the order department will place that order for you allow me to transfer you
Brian(08:06:05): thank for choosing Verizon
This session is transferred to Jamie. (08:06:41)
Agent Jamie has joined. (08:06:41)
Jamie : Chat ID for this session is 08141251138. (08:06:41)
Jamie(08:06:56): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.
For quality & security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers. May we view your account information, including the services you subscribe to, so that we may assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information.
May I have permission to review your account?
Jamie(08:07:27): Thank you
Jamie(08:08:12): I apologize that you have not received your Fios box yet.
Jamie(08:08:27): When did you order the equipment ?
Me(08:08:35): a few weeks ago. i did it online
Jamie(08:08:51): Did you receive an order number ?
Me(08:09:16): i dont remember. i dont think so but it went thru the process of telling me it would charge $40 and i agreed then it was done
Jamie(08:09:51): In order to protect the privacy of your account records, I will need to verify your 3-digit customer code before I can provide you with information, place orders, or make any changes to your account. Once you provide this information, I will be happy to proceed with your request.
The account number is located at the top of your paper bill immediately following your phone number.
To locate this information on your online bill, please follow these steps:
1. Sign in to My Verizon at »www.verizon.com
2. Scroll over the 'Account' header at the top of the page.
3. Select 'Account Overview' from the dropdown menu.
4. The account number is displayed beneath the Account Overview tab.
Me(08:11:14): ACCOUNT NUMBER*****************
Jamie(08:11:40): Thank you
Jamie(08:11:50): I will be happy to help you. Please give me a few minutes to research your account.
Jamie(08:12:25): How many boxes do you have at this time ?
Jamie(08:13:33): What type of Fios box did you order ?
Me(08:13:52): the newer DVR
Me(08:14:02): to replace the one i have
Jamie(08:15:17): Thank you for holding.
Jamie(08:15:42): I'm not showing anything being shipped.
Me(08:15:52): ok can we get it ordered then
Jamie(08:16:32): You will need to place the upgrade online.
Jamie(08:16:43): Verizon has created a dedicated web page for existing customers to request notification when expanded storage options are available in their area. Please visit the FiOS TV Central website to place your request. You will be contacted with specific options and instructions as they become available.
To sign up for the new DVR, follow these steps:
1. Please go to »www.verizon.com/fiostvcentral
2. Sign in to your account
3. Click on the "My TV" tab.
4. On the "My TV Programming" page, click on "Set Top Boxes".
5. On the right side of the resulting page, you will see a section, 'Want more from your FiOS DVR?'
6. Simply click on the 'Learn More' link and follow the system prompts.
We will contact you directly when expanded FiOS DVR storage options are available.
Jamie(08:17:13): I show you have the FiOS TV Extreme HD. This does not come with the premium channels. If you want all of them, HBO/Cinemax/Showtime/Starz I can offer it to you for $20.00 for 12 months. You may cancel this service at any time with no penalties.
Me(08:17:28): ok please just order it. i did this once already. i swear to god i do not need this tv and will call to cance this service right now if you dont just order me the new DVR right now
Jamie(08:17:48): Who you like to add a movie package today ?
Jamie(08:18:45): Unfortunately, we do not have access to place an order for the upgraded DVR.
Me(08:18:52): are you serious?
Me(08:18:57): ok canceling now. thank you