Old stuff for new customers???

Is this how VZ operates?

We just got fios TV Monday and the tech brought the 6416 boxes (2 of them). The boxes are beat up with visible gouges and scrapes on them. In addition, he did not set up multi room, we discovered a bad gateway issue (now fixed).

I told the tech that I am a new customer and I want the new boxes, not banged-up refurbished units.

I said I would not sign for the install unless he fixed the bad gateway and brought in new boxes from his truck.

He said I didn't have to sign for anything, and to call customer service.

He then left.

Oh, and no instruction books for the units. It took me a couple of days to figure out how to do some stuff, and I'm still trying to figure out other things.

We called customer service and the guy said a supervisor would call us.

Well, it's been three days with no call back.

Do you think it's proper to try and win over new customers with a terrible install job and old, beat up boxes???

I demand new stuff!!

Accepted answers

Steve_250

{edited for privacy} from the dispatch center made good on his word.

I came home to two brand new 7232s installed and working, and the junk 6416 boxes gone.

I appreciate what he did for me, but why did I have to go to such lengths?

He told me that the center was not supposed to be giving out old stuff, yet the tech said that's all there was and Jim sent him to another area to get the new stuff.

We will call this closed...

All comments

KH-OrnEsh1

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Steve_250

Thanks, will it be another three days?

I found a link on the board to upgrade to the latest box.

I followed the link and it stated that we qualify.

The next page read that the upgrade is unavailable and to try back later.

Huh????

Steve_250

Well, no one has contacted me as per your message.

I reached out to VZ yesterday and was guaranteed brand new 7232s would be delivered today.

The tech called this morning and said he was coming.

I asked what units he had for us.

He said 6416.

I said do not show up unless he had 7232s.

I am on the phone now and have been transferred back and forth, seems that the finger gets pointed to and fro.

The town I live in has imposed a quota on VZ. VZ must hit the quota in order to expand in this area.

If I do not find resolution, I will cancel all of our VZ services and report VZ to the city.

We will hit you in the pocketbook.

And this city DOES listen to it's residents.

pkegney

Way to go, Steve ...Let us know how it works out!!!

BTW all of Verizon's equipment is refurbished because it's leased. Those Motorola units have been around for about 4 years, I had 2 of them sent back for exchange. The 7232 have been around about a year or so with Verizon's push toward HD content. So Steve either get use to this process or try DirectTV where as you can supply and have control of your own equipment, it's pricy arrangement but euipment will always work better ie; unit breaks, pay to repair or just buy another one. The Upside is you'll get that 'new' equipment you expect. I priced this later option it's about half of your car's yearly maintanence cost. ie; router about $100-$200 each, DVR about $400- up each, Repairs or Support about $90 an hour, etc,... I think you see the bigger picture, hence the exchange doesn't look as bad when figuring in the cost of maintaning your own equipment versus leased equipment. Verizon really doesn't care about how many times you call nor why you really called because if nobody calls customer support at all then someone there will be out of a job. As far as Verizon's Technical Support goes I've talked to a few that I'm sure have had difficulty oprerating a toaster oven. The 'real' Tech's are on a break waiting for real problems to break loose ie; power outages, storm recovery and new outdoor carrier line installations. Where they are usually found in groups of 4 or 5 at any given location but with one guy actually working that location. Meanwhile yesterday I saw one guy who apparently was incharge of removal of branches obstructing telephone lines performance, He said repeated calls got him out to this location to remove a broken branch left over from a storm over a month ago. However my problem plus multiple service calls is yet to be unresolved. Audio still drops and there is still interference in every late night broacast. Which is ironic because this is usually the time people set up broadcast recordings because they are ether out or are asleep.

Steve_250

We are still with DirecTV, haven't dropped them yet.

They have been good to us for 15 years.

They told me I can go out and buy an HR-24 (newest DVR) and they will apply the purchase price as a credit to my bill.

The only reason to make the switch is the war department wants to get the VZ bundle.

But the wifey told me this morning to drop VZ and tell them to come get their junk out of our house.

I'm giving them one more chance.

Spoke to a rep (name?) and she called the local store in Wheaton for me where I could swap boxes. The store did not answer after several attempts. She gave me the number and I offered to continue calling. She said if I connect and they have the 7232, get them to hold them and call her office back. She then transferred me to the Retention office.

I spoke with Mrs. Zavasky at the Retention office and she contacted the local dispatch office.

A manager at the dispatch center by the name of Jim Mann was going to look in the "garage" and find two 7232s to deliver to me.

He was supposed to call back by noon. Noon came and went 25 minutes ago.

My wife has coffee every Saturday with one of the ladies that makes the decisions about if VZ can dig here or there to expand.

Gee, that's tomorrow! I'm sure she will tell her about the lack of support VZ has given and that they apparently don't give a hoot about their customers.

There have only been two reps after four days and many calls that haven't blown me off.

Too bad VZ doesn't have more decent people.

Still, I have a newly installed box that is freezing up and either the fan or hard drive screeching.

Sheesh.......

pkegney

Just an update...

8 STB boxes and one 7232 later and the issue still exists... Customer service had been contacted numberless times supplying me with continuous non-solutions, resulting a technician's visits to my home and still no 'real' solution. The techs who have visited just about rewired my home and as yet the equipment is still no up to par. Only a handful of techs who have visited my home have actually worked hard on resolving the problem. I had one man sit outside my home for about 6-7 hours to resolve the 2-line telephone issue that the previous one left in tatters. I wish I had that guy whenever something went wrong, however he's never been back and I'll bet he would not leave until it was fixed to the customer's satisfaction. He's probably not even 'tech' on the road anymore either, probably a supervisor, maybe of those inept techs that followed. LOL