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Horrible Tivo Customer Service Chat

• Haley: Hi, my name is Haley. How may I help you?
• Customer : hi haley, I purchased The Backyardigans "Tale of the Mighty Knights" from Amazon on my series 2 in the living room. I want to get that same show on my Premiere in the bedroom. How do I do that?
• Customer : (without them being networked) i.e. download it to my Premiere
• Haley: I can definitely help point you in the right direction! Let me go ahead and pull up your account.
• Can you please provide the email address associated with your TiVo account?
• Customer : Hm. Why do you need my email address?
• Haley: For any troubleshooting steps and assistance I do need to pull up your account.
• Customer : <email address>
• Haley: Thank you! In order to verify your identity, can you please provide the following account information?:
• *address
• * phone number
• Customer : what? i'm confused and frustrated. i thought using chat would be a quick way to have a question answered. obviously not. what is it about my account that you need to know in order to answer a generic question about the Premiere's interface?
• Haley: It is protocol to verify your account for trouble shooting steps just as it is when you call in. Also, if in the future you need to refer back to it the next agent will know exactly what was discussed if you run into any problems.
• Haley: If you would rather speak to an agent over the phone, I would suggest calling into Tech Support at 1-877-367-8486.
• Customer : Can you direct me to generic documentation first? Where is the Premiere documentation for searching and downloading Amazon videos?
• Haley: I cannot assist you if you do not verify your account.
• Customer : Right, because *thats* great customer service.
• Customer : Okay bye.
• Haley: Thank you for contacting TiVo Chat Support! Have a great night!