Technical phone assistance

[topdog]

I would love to be able to extend kudos to the young man who helped me with my fios tv.  He was one phone support agent who I found to be very polite, knowledgeable, and patient.  More young people like him should be hired.  He deserves a raise!

[Justin46 · Accepted solution]

My suggestion would be to send a Private Message (PM) to one of the Administrators here at the forums with your name and phone number, the problem number if you know it, whatever you can that will enable a Verizon employee to identify the specific event, and they should be able to forward that information to the appropriate management. By using the PM procedure your personal information will be kept secure.

Or you could call the support center and ask for a supervisor and relay your positive comments, they can see who helped you by looking at the call log (or whatever Verizon calls the electronic record of your calls). I did that once to express my displeasure with a particular rep who hung up on me; I don't know if my request to have him fired did any good, but at least it made me feel a little better

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Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

[Marieh1]

Thanks!  This is exactly what I was looking for. 

I have been beating my head against a wall trying to get a Fios TV problem solved.  After trying every self help instructions/in-home agent, etc.  I could find, waited for 45 minutes on the phone for Tech Support and finally gave up, tried "Live Chat" which was no help.

It all started when I attempted to swap/upgrade a STB for a DVR.  When attempting to do so, a window popped up asking if I wanted help with my order, so I clicked yes.  Whoever I got, basically told me to do it myself and pointed me to "order/return equipment".   That didn't work out so well, because the "swap" didn't work.  It just added a DVR to my account   Then, I had a problem with the DVR, could not get anything on it and then i started rebooting itself non-stop, and I do mean non-stop.  That is all it did was reboot - no picture, nothing - just rebooting.  I could not get any help on the phone or Live Chat, so decided to order yet another DVR and return the first one because I was sure the first one was defective.   

In desperation, not really expecting any help because of previous experiences, I figured I would try one more time before giving up.  Then, I got on a Live Chat session with an angel named Roger.  I wish I had asked for his supervisor so I could sing his praises, because he was INCREDIBLE!  He stayed on with me for a LONG time, until we were both sure everything was up and running properly.   He was very knowledgeable, and very patient with me.  He never once told me to figure it out myself using "self help", as the others had.  Then, he filled me in on the bad news that my DVR was not listed as a swap, but an add on and that I need to contact billing to straighten it out.  So, I did and was back to "hey, take care of it yourself using your online Verizon account.  Just return the old DVR in the box the new one came in or even just drop off the unboxed DVR at a UPS Store".  I can't even imagine what a nightmare that would be.  Heck, the last Live Chat session I had with billing, the guy pretty much said "is that it" and ended the session before I could ask another question about making a note on my account about me returning the extra/defective DVR.  I'm getting ready to return the extra DVR, but totally expect to have another mess on my hands.

I wish everyone at Verizon/Fios was even half as helpful as Roger was, and he most definitely deserves some HUGE Kudos AND a raise!