Set top box exchange run around

I've been a FIOS cutomer for years and I know when a set top box has failed and how to setup a new one.

I recently had to exchange an HD set top box so I took it to the Verizon store. After several minutes of waiting for the agent to enter the information and print me a receipt, the agent, in frustration, handed me the new set top box and said I could go.

I also had difficulty getting that box to work so I took it back for another exchange. The sam and another agent told me, very rudely, that i had to call the 800 number and work with a technician before I could exchange it.

So, I spent nearly an hour on the phone with a very helpful technician to no avail. He could not get the box to work after trying several options.

So, I took the box back to the store and exchanged it. This time a different agent processed my request and was able to produce a receipt. However, she informed me that the box I was returning wasn't in the system or assigned to me. I suspect that's why the technician on the phone could not help me and it's likely due to the first agent being unable to enter my exchange into the system properly.

I took the box home, hooked it up and everything is working fine now.

However, while online to check my bill, I noticed that I am now being charged for five (5) set top boxes in my home when I only have four (4). Obviosuly, the agent performing my first exchange not only didn't assign the new box to me but he didn't remove the returned box from my account.

So, I then called customer support and after being redirected and waiting a long, long time, finally got to speak with a representative. After much explanation (of the above) and listening to her tell me she could not remove the box from my account and would not let me talk with her supervisor, she told me I would have to wait two (2) billing periods before the box might be removed from my account. That's totally unaccepatable!

Why should I wait and pay two (2) billing periods for Verizon to do their job?

How do I get the erroneous box removed from my account?

If I don't get resolution soon, I have Cox available to me and I will surely drop Verizon and transfer.

Mike McLean

Re: Set top box exchange run around

Hi mike_mclean,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.