said by wmcfan:I do not doubt that most of these representatives probably believe what they are told but someone higher up is passing the "kool-aid" on with a purpose in mind. The purpose I believe is fairly transparent, Verizon makes a lot more profit from renting their equipment than from renting a cablecard.
The real problem is that the CSRs only know what is on their script. CableCARDs are not adequately covered in those scripts because they are not a typical request. Thus the CSR is left to the limited knowledge that he has - which usually leads to incorrect responses.