Defective Equipment Replacement Charges
paulgpetty
Enthusiast - Level 2

I was pretty shocked that when I needed a replacement for a Cable Card that was new in our house & had never worked Verizon sent 2 replacements.  Even more baffled that I'm being charged $4.99 / month for those after having returned them over 2 months ago.

This is a terrible way to do business.  Imagine if car repair or other products charged you for warranteed replacement parts ... Utter lack of trust.

It's been 2 months.   I wasted several hours when I first got the card trying to get it working.  I have one that works now.  I've sent two back.  

Utter lack of trust again.  I'm 99% sure Verizon can trace the UPS tracking number.  I'm 99% sure Verizon can trace usage of the actual Cable Cards sent to my house to verify whether or not they're in use & where.

I've followed up several times by phone & get the same vague "not sure when but we'll call you when this gets sorted out."  

Can someone from Verizon pretend to care here, too?

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LawrenceC
Moderator Emeritus

Hi paulgpetty,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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