Well that was fun........

Many of the online chat CSR systems have lists of standard replies they can just click on rather than take the time to type it in. The stock answers are not always exactly correct for the question asked though, so some discretion on the part of the CSR is called for if they're paying attention. Sometime a chat system rep is handling 3 or 4 session screens at the same time though, so they don't always get it quite right. I'm not making any apologies for them, but a CSR's productivity is often graded in part on minimizing the time spent on each call as well as maximizing the number of calls handled. I don't know that VZW does it that way, but it is a pretty common productivity measure for both chat and phone reps.