Fios DVR tech support is pathetic

Les_Paul · 11-20-2008, 11:44 PM

I'm having picture freezes and audio drop outs with my recordings (SD and HD) when the disk usage gets above 50-60%. Any HD recordings made with this amount of disk usage are unwatchable.
I've called Fios "tech" support 4 times for the same problem and still no resolution. I think I talked to 50+ year old housewife tonight for an hour only to have here tell me she couldn't connect to my HD DVR in order to do a cold init. She then said that there's a small button on the back of the DVR that can be accessed with a pen that when pressed for 15 seconds will perform a cold init. Well, there is no button. She also said she can't drop ship me a new DVR until the cold init is performed. Which she can't do remotely.
Saying Fios tech support is pathetic doesn't even scratch the surface.
I may be going back to Comcast.

schvidah · 11-21-2008, 01:28 AM

Yeah because Comcast tech support is so much better..........NOT!!!!!!

clearday · 11-21-2008, 08:41 AM

Yeah, Les, and don't knock 50+ year old women. Are your contacts with young 20 year old men in tech support so much better.

Go back to Comcast, please!

Les_Paul · 11-21-2008, 08:54 PM

Didn't mean to bash age or gender. I was angry after that last "tech" support call. The rep did the best she could and was very nice about the whole thing but it was so brutally slow going.
And after an hour of questions like "do you record often?" and "maybe your disk is full" with literally a 10 minute wait between these so very insightful questions I almost lost it. I know she has her list of common questions to ask but this was my 4th call for the same problem and I had to retell my entire history to her. Not blaming her as she was complaining about how slow her system was but brutal none the less.

clearday · 11-22-2008, 11:24 AM

OK. I can understand your frustration with FIOS cust. serv./tech support, we have all been there. They really do provide an excellent product so we forgive them for their lapses. Hopefully, next time it works out better for you.

PJL2 · 11-22-2008, 04:08 PM

Suggest you create a free account on http://www.dslreports.com/forum/vzdirect and post your problem. Be sure to include your address and phone so that they can clearly identify you. Include a description of the problam and also that their phone support had difficulty resetting your box remotely. Your post will be visible only to you and the Verizon technicians. Feedback is that these technicians are usually very helpful and competent.

11-20-2008, 11:44 PM	#1
Les_Paul What is HD? Join Date: Sep 2008 Posts: 4	Fios DVR tech support is pathetic I'm having picture freezes and audio drop outs with my recordings (SD and HD) when the disk usage gets above 50-60%. Any HD recordings made with this amount of disk usage are unwatchable. I've called Fios "tech" support 4 times for the same problem and still no resolution. I think I talked to 50+ year old housewife tonight for an hour only to have here tell me she couldn't connect to my HD DVR in order to do a cold init. She then said that there's a small button on the back of the DVR that can be accessed with a pen that when pressed for 15 seconds will perform a cold init. Well, there is no button. She also said she can't drop ship me a new DVR until the cold init is performed. Which she can't do remotely. Saying Fios tech support is pathetic doesn't even scratch the surface. I may be going back to Comcast.

11-21-2008, 08:54 PM	#4
Les_Paul What is HD? Join Date: Sep 2008 Posts: 4	My bad Didn't mean to bash age or gender. I was angry after that last "tech" support call. The rep did the best she could and was very nice about the whole thing but it was so brutally slow going. And after an hour of questions like "do you record often?" and "maybe your disk is full" with literally a 10 minute wait between these so very insightful questions I almost lost it. I know she has her list of common questions to ask but this was my 4th call for the same problem and I had to retell my entire history to her. Not blaming her as she was complaining about how slow her system was but brutal none the less.

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11-21-2008, 01:28 AM	#2
schvidah High Definition is the definition of life. Join Date: Oct 2008 Posts: 35	Yeah because Comcast tech support is so much better..........NOT!!!!!!

11-21-2008, 08:41 AM	#3
clearday Samsung DLP & LCD Join Date: Nov 2005 Location: N. Texas Posts: 1,208	Yeah, Les, and don't knock 50+ year old women. Are your contacts with young 20 year old men in tech support so much better. Go back to Comcast, please!

11-22-2008, 11:24 AM	#5
clearday Samsung DLP & LCD Join Date: Nov 2005 Location: N. Texas Posts: 1,208	OK. I can understand your frustration with FIOS cust. serv./tech support, we have all been there. They really do provide an excellent product so we forgive them for their lapses. Hopefully, next time it works out better for you.

11-22-2008, 04:08 PM	#6
PJL2 FIOS Internet, Phone, TV Join Date: Feb 2008 Location: Long Beach, California Posts: 118	Suggest you create a free account on http://www.dslreports.com/forum/vzdirect and post your problem. Be sure to include your address and phone so that they can clearly identify you. Include a description of the problam and also that their phone support had difficulty resetting your box remotely. Your post will be visible only to you and the Verizon technicians. Feedback is that these technicians are usually very helpful and competent.