Your Equipment Has Been Received...well, not all of your equipment.

will0419

Received the following email message:

This is to inform you that we have received some, but not all, of your equipment. To date the following item(s) have been received:

• Wireless Router Qty -1
  
  The following equipment has yet to be received. You must return the equipment undamaged to Verizon by October 4, 2014 or you will be charged as follows:
  
  
• HD DVR $550
  
• HD Set Top Box $350
  

How is this even possible when all equipment was shipped in the same box provided by Verizon and mailing lable affixed to it. . The message comes with no contact information or process to investigate or dispute this issue. This is poor customer service to say the least.

[Deleted User]

Hi will0419,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.