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Kudos to a great Tech Support person

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nscfl
Contributor
Contributor
Posts: 1
Registered: ‎11-16-2011

Kudos to a great Tech Support person

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After my DVR box quit working, I had to swap it at a local Verizon mall location. This began 5 straight evenings of phone calls with multiple re-boots, on line self-help.. more re-booting, live chats with I'm not sure who and over 7 hours on the phone talking to many different Verizon tech support people. I spent many hours unplugging equipment and cables , re-setting router , swapping boxes room to room and any other suggestions they had. It became exhausting...No one could figure out why nothing worked correctly. Three DVR boxes later, I gave up and had had enough of playing "stump the tech".  I have been a FIOS customer for many years but was prepared to drop Verizon and go with another cable provider..

Later that evening I decided to give it one more shot hoping that there was someone that could solve my DVR issues.

Thank goodness my call was received by Robert, {edited for privacy}. He listened to my description of what was wrong and said  "I can fix this for you". That was the best news I heard all week! Sure enough, he had me go through some steps using the remote on the main TV and it wasn't long before everything was working properly.

It took me 6 tries to find Robert. I wish there were more Roberts in Tech Support. It would have saved me a lot of aggravation and headaches...

I just wanted to give kudos to Robert and let the Verizon family know what a good technician they have.       

Thanks!

- Nancy

1 REPLY 1
questioning
Bronze Contributor II
Bronze Contributor II
Posts: 539
Registered: ‎10-05-2011

Re: Kudos to a great Tech Support person

Message 2 of 2
(438 Views)

Good for you for being persistent!  I'm glad it finally worked out. 

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