Re: Equipment Return
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

Re: Equipment Return

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


Re: Equipment Return
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.

Re: Equipment Return

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!  

Re: Equipment Return
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.