Equipment Return
lb68550
Newbie

I returned my equipment via UPS on Friday 4/17/15. You received the box on Tuesday 4/21/15 but sent me a message that you were missing some of my equipment even though it was all sent in the same box. This is the following message I received:

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:

(Rent): HD DVR 1 {edited for privacy}

The following equipment has yet to be received. You must return the equipment undamaged to Verizon by May 21, 2015 or you will be charged as follows:

  • (Rent): DVR 1 {edited for privacy}
  • Wireless Router 1 {edited for privacy}

    To review or make changes to your account, you can visit verizon.com/myverizonat any time.

    We value you as a customer and look forward to continuing to serve you.

    Sincerely,

    Your Verizon Team

I do not understand how you received the DVR but are also missing the DVR....that just makes no sense. The router was also in the box with the DVR and other items including the remote and cable cords. 

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14 Replies
nikkimarieo
Newbie

I too received an email of the same type.  Verizon sent me 1 box with different slots in it.  I put the two boxes in it along with the router and the wires and remotes.  I got an email saying that Verizon received one item but not the others.  Please resolve this and refund me the credit on my account.  It is highly frustrating that so many customers are experiencing the same issues yet changes have not beenmade to make it stop happening.  Please contact me as soon as possible to resolve!!

 Verizon email reads:

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 1 {edited for privacy}

The following equipment has yet to be received. You must return the equipment undamaged to Verizon by June 25, 2015 or you will be charged as follows:

  • (Rent): DVR 1 {edited for privacy}
  • (Rent): HD Set Top Box 1 {edited for privacy}

All items were in 1 box so they received everything.  Obviously they have an incompetent person checking in equipment for this to be happening reguarly!!  

Upset customer wanting assistance!  

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LawrenceC
Moderator Emeritus

Hi nikkimarieo,

While a Verizon employee may occasionally post here, this community is meant mainly for peer-to-peer support. If you need to talk to a Verizon representative, you should contact customer service directly at Contact Us.

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Raji3
Newbie

I was having OnDemand issues.

I got a replacement router on April 12. Returned the old router on April 21. Got confirmation that UPS returned router to Verizon on April 28. Got an email reminder from Verizon on May 2 regarding equipment not returned. Call Verizon on May 12, got confirmation that router was returned on April 28. Yet, now on May 19, I get another email that equipment has not been returned. Is this incompetence or mere harrassment on Verizon's part?

This has happened every single time.

My first DVR was failing constantly.  I got a replacement and returned the DVR to the Verizon office near my house.

It took 3 months to take it off my account (which was showing 2 DVR's) and get credit for having returned.

Next was the turn of the cable cards.  I returned it in the envelope provided, and again it took 2 months and numerous calls at which time, I was made to prove that I indeed returned the equipment by testing with a signal.  Every single time.  Till I finally lost my patience and asked for a supervisor and asked him to take care of it without another call.  And, finally it seemed to have worked.

Not its the turn of the Router.  I returned it in a week.  They received it in 3 days.  Got a reminder 4 days after they received it.  I called them 8 days after the reminder - agent said they received it on the date I show.  Yet, I get another reminder stating that it has not been received.

I go back to the same question: It this incompetence or mere routine harrassment on Verizon's part?

Thank you

R

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ElizabethS
Moderator Emeritus

Hello Raji

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 in the middle, right at the top 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.

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_dot
Specialist - Level 1

cw4210001, i wish that if your issue had just been escalated on 5/1, that the  escalator would  remember said escalation...just wishing

_dot
Specialist - Level 1

shame on you , verizon

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cw4210001
Enthusiast - Level 2

It looks like I am having the same issue as you. Has yours been resolved?

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lb68550
Newbie

No it has not been resolved. Noone is getting back to me like I was told

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cw4210001
Enthusiast - Level 2

Not good news.  Told me to wait a few days for an updated email because their system can take a while to update and correct itself. They also escalated to make sure I get that confirmation.

Don't give up!

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cw4210001
Enthusiast - Level 2

As of 5/4/15 I have received a text message stating "Please return unused equip to Verizon FIOS ASAP. If you need assitance or have questions please call {edited for privacy}"  Why am I not getting update on return equipment instead?

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ElizabethS
Moderator Emeritus

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

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ElizabethS
Moderator Emeritus

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 to help you resolve your issue.Replies from the appropriate department can take two business days. Please remember to check your spam/junk folder if you do not hear from an agent.

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lb68550
Newbie

It has been more than 2 business days and I have yet to receive a response from a Verizon representative. Can you please look into this?

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LawrenceC
Moderator Emeritus

Hi lb68550,

Thanks for letting us know.  We have notified the team.

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