why does this system not work correctly and verizon does nothing to fix it

hi all,

i would like to know if others are experiencing the same HMC issues as I am. the modes simply do not function as they are supposed to. If I pick a scheduled mode and set a time to turn on a light switch it seems the mode either does not activate as it should OR it comes on 5 hours earlier than it should. I have checked the time zone is correct, I have checked my fios router has the correct time set and nothing seems to work. after countless phone calls to verizon and hours of fustration on the phone they still to date after 2 weeks cannot seem to fix the issue in fact it appears they are really not even willing to help. I know they are the mighty verizon giant but it appears they either cannot correct the issue, are not capable of figuring out why or really dont seem to care. I have asked to please exchange my gateway, wipe my account clean and allow me to start again and they state they are not authorized to exchange the gateway?????. I also have an issue with the thermostat- it appears there are 2 different trane models that are used . the first is a older model TZEMT400AA32MAA with the lights on the front and the second is a TZEMT400BB32MAA without the lights on the front . I have asked repeatedly for the model without the lights and they claim they have no control over what ships and tell me to keep placing orders in the hopes the model i want ships and shows up? .To all in the community if you were to call this customer service is really leaves alot to be desired . I have spent almost 1,000 on a system that does not work correctly ( I have 5 cameras, light module,thermostat and 7 in wall paddle switches) and verizon has made several attempts to fix the issues but to date it still does not work as described.

ANYONE ELSE THIS FED UP WITH VERIZON

Accepted answers

think_twice

To all in the community in response to my previous posts a gentleman named Lew from Verizon stepped in , took the lead on the issue and has not only corrected all the issues to my utmost satisfaction but went far above and beyond what would normally be required to do so. In retrospect my advice to the community is just be patient and they will resolve our issues. mine just happened to be a little more complicated. I want the entire community to know my hat is off to this getleman for resolving my issue with the utmost courtesy and proffesionalism.

All comments

think_twice

I am interested in the newer model of the stat without the lights. I had tried the system 4 months ago and that was the stat i recieved but returned it. I have since ordered the stat again and after 4 attempts they keep sending me the model with the lights on the front that is a TZEMT400AA32MAA and that is not the stat i want - any help would be appreciated

AnnieS1

Thank you for using the Verizon Community Forum to communicate your Home Monitoring and Control issue to our support teams. We have sent you a private message with contact information for a dedicated specialist who is able to assist with resolution of your issue.

AnnieS

think_twice

To all in the community,

I am new to the forums but it appears the more I read your posts regarding HMC service it appears that verizons way of responding to these forums is by simply stating " we have sent you a PM with a dedicated contact info . you would almost think from reading they are going to have some specialist actually help you with your issues. instead it is nothing more than a standard toll free number to thier "D" rated support team that we have all called( myself 5X ) and never gotten any resolutions to the issues we are experiencing .I dont know about you community but I am still within my 30 day return period and a decision will have to be made soon whether to keep it and hope for the best or return and use the other 2 competitors system that most of you who switched state work as they are supposed to .

to recap

1- Verizon needs to take a serious look at how customers issues are handled and hopefully resolved

2- Verizon needs to be big about it and own up to the fact that this was released far to early

3- last and most important understand that people's time is just as valuable as thiers !!!!!!!!!!!!!!!!!!!!

think_twice

to all in the community we need as much feedback and response and views to this post as possible

PMD3

I have the same issues. I have called repeatedly. On some occasions I get someone who solves a problem but in general the Thermostat problems, the Energy Monitoring, and the gateway going down still continue without resolution. Our contract says we have Small Claims Court or American Arbitration to resolve issues that they don't solve. However no one at Verizon will tell you how to access that. In fact most are unaware of the contract even though it is on this website. Maybe one of these days someone will start a class action and force them to solve the problems or give us our money back.

think_twice

PMD3

Could you share some detail on what problems were resolved? Lewis also contacted me. He was very reassuring and even brought the developers of the system onto the call. However my Energy Reader still gives totally nonsensical readings and my Gateway crashes far too frequently for no apparent reason. The website frequently says "unavailable at this time please try again later". These are the same issues I was having almost a month ago when they contacted me and assured me they would be corrected.

Mojolo1

I don't see the simplest things working their web pages have blind links. Try finding an order you put in 5 days ago. This is as bad as GTE use to be nothing has changed. I thought when they bought MCI the level of engineering would increase. But it has not happened.

Ingridk9

Verizon is a bunch of freakin **bleep** and I intend to get a hold of someone high up to get my issue resolved. Evidentially dealing with the punks on the phone at the lower level is not doing any good except raising my blood pressure.

Come hell or high water, I am going to return this system and get credit for it on my account next month

shaenn

You would think that the answers would be posted here on the forum instead of just saying "we sent you a PM". That is how issues get resolved for everyone. Instead, you can hear the crickets on this forum from the lack of activity.