customer service chat

customer service here is grossly inadequate and im beginning to think it is by design, wanted to find out why when trying to record series 68 whiskey i cannot get last episode, keyword search never is able to find anything even just "dvr 68 whiskey" comes up empty, the customer service page says they have chat but try to access it, this is not an uncommon issue i would think and one tht should have been anticipated as something they should be ready for