Verizon support

[sweh]

I wanted to add an M-card to my account for my new TiVo that's arriving this week. The web site was giving an error... so I used "live support"

Thank you for your patience, An eSales chat expert will be with you shortly.
Agent Alannah has joined. (09:20:54)
Alannah : Chat ID for this session is #####. (09:20:54)
Alannah(09:20:54): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. May we view your account information, including the services you subscribe to, to assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information. May I have permission to review your account?
You(09:21:02): Yes
Alannah(09:21:42): Hello! Thank you for the permission. How may I assist you today?
You(09:22:18): I currently have a Tivo HD with 2 S-card adapters. I will be receiving a TiVo Romio, which requires an M-Card. How can I replace my 2 S-cards with a single M-Card ?
You(09:23:08): Alternatively I would like to rent an additional M-card for the new TiVo and then will return the two S-cards in February when my old TiVo runs out of service.
Alannah(09:24:23): If I understand you are looking to get cable card, correct?
You(09:24:46): Yes, I currently have two cablecards (S-Card). I need a new M-Card for my new TiVo
Alannah(09:25:21): Thank you for the information.
Alannah(09:25:26): Please give me a few moments.
Alannah(09:27:51): Thank you for your patience. I am still working on your request and will be back with you shortly.
You(09:27:57): ok
Alannah(09:29:42): Thank you for your time and patience.
Alannah(09:30:08): Allow me to share the details for the cable card that we offer.
Alannah(09:30:13): The Multi-Stream CableCARD provides digital access to all local, premium, national standard, and high definition channels on your CableCARD compatible devices, such as a digital-cable-ready television. The monthly charge for the CableCARD is $5.99.
Alannah(09:30:18): Please note: The CableCARD does NOT support the Interactive Media Guide, Video On Demand, or Impulse Pay-Per-View.
You(09:30:26): Right. That's what I need.
Alannah(09:32:31): Sure! Allow me to assist you with a link to login to your account so that I can assist you add cable card to your account.
Alannah(09:32:36): http://www.verizon.com/ForYourHome/GoFlow/MyVerizonNew/ACSLogin.aspx?FlowRoute=ACCOUNTREVIEW

Please click on the above link, enter your User ID and password, and click on the "Continue" button.

Please update me once you are on the "Upgrade and Renewal Center" page.
You(09:34:20): OK
You(09:34:56): It's showing me my current DOuble-play stuff.
Alannah(09:35:51): Great! It shows that currently you have "FiOS TV Extreme HD + FiOS Quantum Internet Download and upload speeds up to 75/75 Mbps" for $89.99/mo.
You(09:36:03): Yup
Alannah(09:36:23): Please click on "TV Equipment & Outlet" tab on the left side of your account page and let me know once the next page is loaded.
You(09:36:54): OK it says I have 1 basic adapter and 2 cablecards. Which is correct.
Alannah(09:38:04): Let's make the selections to add 2 cable cards.
Alannah(09:38:49): Please click on "Add/Return a Box" button in red and let me know once you get the pop up.
You(09:39:02): OK, got it
Alannah(09:40:12): Now, please select "1" beside Basic Digital Adapter, "4" beside CableCARD and then click on "Continue".
You(09:40:28): Why do I need 4 cablecards? I only need 1 additional M-card
Alannah(09:41:03): I apologize, please select "3" for cable card.
You(09:41:30): OK, I select 3 and click "COntinue". It now gives me an error "1 STB is required to connect your TV to FiOS. Please reduce the number of TVs keeping at least 1 HD box"
Alannah(09:42:16): In that case, Please wait for a moment while I transfer your chat to an account specialist who may be able to assist you further.
This session is being transferred. (09:44:26)

Not bad, only took 22 minutes for the support rep to get me to the point where I already was, and then having to escalate.

The next rep...

09:45:06 We apologize for the delay.You are next in the queue. A representative will be with you shortly.
This session is transferred to Sheri. (09:45:16)
Agent Sheri has joined. (09:45:16)
Sheri : Chat ID for this session is ####. (09:45:16)
You(09:45:48): Hi Sheri
Sheri(09:46:13): Hello. Thank you for choosing Verizon and using our chat service.
You(09:47:49): So I'm trying to add a new M-card cablecard to my account but the website is giving me an error.
You(09:47:57): "1 STB is required to connect your TV to FiOS. Please reduce the number of TVs keeping at least 1 HD box"
Sheri(09:48:27): Ok. What is your name and account number, please?
You(09:49:44): Account number is ######
You(09:49:48): Name is #####
Sheri(09:50:23): Thank you. What state are you in?
You(09:50:27): NJ
Sheri(09:50:37): Thank you. One moment please.
Sheri(09:58:28): Thanks for waiting. I have the cable card added and the order will ship it out to you. You'll have it within 3-5 business days. There is a one-time shipping fee of $19.99 which will be applied to your next bill.
You(09:58:39): OK, thank you.

8 minutes of no update and then $20 for 3-5 days shipping? Huh... Oh well. Hopefully I'll receive the card!