Frustrated doesn't begin to describe...

[Sleverus]

The only thing worse than comcast support is verizon's.  I can't get anyone who knows anything about media manager software or the effect it has had on my TV performance.  What's worse is every time I tried to contact support it is like I just landed on the planet (or they did).  I have demanded that someone w/ complete knowledge and understanding of my situation to date (it's been going on for 3 months now) and complete knowledge and first hand experience w/ media manager contact me.  I'm told some mythical guy named Todd is on it, but I've never heard from him.  Even the most patient and understanding person in the world (my wife) is ready to pull the trigger on our return to comcast.  Can you believe it, going back to comcast?  How bad does it have to get for someone to contemplate that?  verizon's support sucks and I must now alert the world to this fact.

[kujobie1]

I understand your frustration, but did you really spend the time to register for these forums just to complain?  If you describe your problem, maybe someone here could help you.

[matcarl]

He registered to complain and you registered just to respond back? Weird. 

[kujobie1]

Actually, I've been here b4, but couldn't sign in with my old tag for some reason. 

[KenAF]

Some members feel the Media Manager software is more of a beta and not ready for prime time.  That said, post your questions / problems here and perhaps someone can help you can resolve them, assuming they aren't limitations of the existing release.  Participants here are more familiar with that software than the typical customer service rep.

I'm not sure what going back to Comcast would get you.  Comcast does not offer anything like the Media Manager software.

[Sleverus]

Typical, attack the messenger while ignoring the message.  Actually, I'm looking for people who share my misery and aren't afraid to express it in the terms it requires.

I don't think verizon has enough space on the server to hold the entire story.  So here's the (very) abridged version

About 3 months ago I downloaded media manager on my new computer.  As soon as i tried to use it via the STB, it froze everything.  Since that split second in time, I have had to reset the STB multiple times per day.  It stops responding to the remote and/or the pic just freezes.  They sent me another box, same problem.  Each time I try to talk to someone at support, or chat, or email, I get the  same idiocy.  It can't be the equipment or the software b/c it could not possible happen to 2 different STB's and "I've never heard of media manager doing anything like that".  However when asked if they ever used media manager or even seen a demo of it, the answer has been NO.  So how can they be so sure MM didn't cause this if they've never even seen MM used? {keep it courteous} According to Tanja at cust serv, there is some mythical person named Todd who was supposed to contact me 3 weeks ago.  never heard from him.  Todd apparently told some guy named Mike to reach out to me.  Mike ended up just as frustrated as me when he realized just how little info about my situation he had been given.  Mike assured me on Tues evening that Todd would be emailing me.  Today is Friday and no Todd.  So yes, I took the 3 seconds to register just to **bleep** because despite Tanja's best and sincerest efforts to get someone to assist me that is familiar with the situation and knows MM, verizon just can't do it.

{keep it relevant} ;o)

Message Edited by WendyM on 07-10-2009 02:46 PM

[Sleverus]

I am not a fios customer for MM software.  I want to watch TV without the STB freezing every 1/2 hour.  I left comcast b/c my internet connection kept going down and I couldn't get any support from them.  This falls along those lines.

[Techman28]

Sleverus,

I had Mike give you a call because the time frame you wanted the call was not while I was at work....I actually broke my media manger to duplicate what you were having regarding the songs not playing past 1:49 secs and the fix for it was a simple initialization.  I am very familiar with the MM product as I use it at home for my wife and kids whom enjoy it as well....Also we just updated the software that fixed some bugs that may have been causing the freeze as well. See if updating the software will resolve the issue at this time. 

[Kathleen]

---

Sleverus wrote:
The only thing worse than comcast support is verizon's.  I can't get anyone who knows anything about media manager software or the effect it has had on my TV performance.  What's worse is every time I tried to contact support it is like I just landed on the planet (or they did).  I have demanded that someone w/ complete knowledge and understanding of my situation to date (it's been going on for 3 months now) and complete knowledge and first hand experience w/ media manager contact me.  I'm told some mythical guy named Todd is on it, but I've never heard from him.  Even the most patient and understanding person in the world (my wife) is ready to pull the trigger on our return to comcast.  Can you believe it, going back to comcast?  How bad does it have to get for someone to contemplate that?  verizon's support sucks and I must now alert the world to this fact.

---

Todd is not a myth, Sleverus.  Though some have said that he is 7' tall and can build a fully functioning home network with just a toothpick and some paperclips.  A feat I would not put past him. 

Private message me if you want to know who Todd is on these boards, Sleverus.  I think you'll be pleasantly surprised. 

[Sleverus]

...and Mike was as frustrated as I have been because he knew very little about why I needed support.  Further, I don't care if MM works, I want my STB to stop freezing.  I want the STB to work 24/7 and if it doesn't, I want someone w/ the knowledge and experience to either fix it or at least troubleshoot it until it is fixed the first time I contact support.  Not 4 months later (and it's still not fixed). 
 
Todd, I'm sure you're a technological genius, a computer God, and I'm thrilled beyond words that you and your family enjoy using MM.  However this is the first time I've ever heard from you.    I was told by Tanja that you would call me 3 weeks ago on a Monday; didn't happen.  I was toldby Mike on Tues that you would email me; again, didn't happen.  I had to create a profile and venton these boards out of the frustration of being ignored at best, lied to at worst, in order for you tocontact me.  verizon's cust serv is based on frustrating the customer to the point of having to dothis?  I would lose my job if I allowed my CS dept to treat my customers 1/10 as badly as I've been treated.  I also wouldn't have many customers.

This is what I don't understand: If I wasn't home to talk to when you were at work, why not email me or call my cell?  Both contacts are listed w/ every person at verizon w/ whom I've had contact.  I was going to download the latest version of MM when I was on the phone 

w/ Mike, but per your website the version out there to download is the same version I have 9.2.4.  Mike told me about the newer versionfor which he apparently had documentation, but he couldn't find where to download it.  Mike did re-initialize, no change.  So I've done what you've said and downloaded thelatest(?)version on your website at http://www22.verizon.com/residentialhelp/fiostv/receivers/multi-room+dvr/questionsone/84876.htm?.  I uninstalled whatI had and installed the downloaded file. Per your "about" menuthey are the same version.  I guess I have to wait and see if the STB stops freezing but the music still stops at 1:49.

Again, I don’t care if MM works. Nice extra but not the reason I’m a customer.  I can play my music and view my photos amillion different ways w/o MM, so please, focus on the needs of your customer:I want the TV to work.