Horrible customer services with little or no knowledge

We recently renewed our contract of triple-play package for another two years and upgraded to the HD Fios Quantum. The whole experience dealing with Verizon customer services is completely a DISASTER!!! Most of the customer services representatives I spoke to are NOT knowledgeable and am completely wasting time!

We renewed and upgraded our services on 7/2/2016. But, until today, 6 weeks later, I still have NOT received the HD box for the TV in my bedroom. So I have NOT been able to watch TV for this whole time!!! We had one media server/DVR (connected to a projector in basement) and one digital adapter connected to the TV in bedroom before. The charge for the medium server was $16.99 and the charge for digital adapter is $7.99. When we did the upgrade, the guy told us the replacement for the media server will be $20 ($16 after discount) and the replacement for the digital adapter would be $12 ($10 after discount). As requested, we returned all the old equipment immediately. Verizon sent the replacement of the media server/DVR box quickly, but never sent the replacement of the digital adapter! I've made many phone calls to ask for the whereabouts of the replacement of the digital adapter, every time they tell me that they will ship it to me right away or lied to me that they've already shipped it out and I should receive it soon. I've been patiently calling them every other few days to remind them that I still have NOT received it yet. On Aug 10, I spoke with one gentleman, who actually is the best Verizon customer services representative that I've spoken with. He did promise me to ship it out soon. He didn't lie and I did receive the box two day later. But, unfortunately this is exactly the same HD server box that we've already received therefore it doesn't work with the TV in the bedroom. So I made another call to Verizon today, around 1pm. The customer service representative first told me that I don't need a new equipment, my old digital adapter should work. But I told him that I've already returned it. Then, he told me that I will need to pay $10/month extra to get another box! I told him that I was only paying two charges for the equipment before, why do I need to pay three charges now? I asked to speak to his supervisor; they explained to me that for the media/DVR box, I will have to pay two charges now!? $20 for the recording service, another $10 for the physical box! Which I was only paying one charge $16.99 before, for recording and the physical box!!! So for the TV in my bedroom, I will need to pay another $10 for the client box! They told me that I should never return the digital adapter since it would still work! But I told them their customer representative told me to returnthis equipment. They told me that well, you should NOT listen, since they don't give our digital adapters now so I will have to order and pay a new HD box! I am completely confused and frustrated!!! After 6 weeks' waiting, not only that I still have not received the box so I can watch TV in my bedroom, but also they are telling me that I will need to pay extra than what's on the contract when I renewed my services! 
I would NOT recommend Verizon to ANYONE!!! The only supervisor that I am able to get hold and spoke to today is NOT impressive AT ALL!!! He is actually worse than some representatives! He not only talks over me, but also told me to stop and listen to him first instead of letting me finish telling my story. As a Verizon customer of many years, I am serious concerned and worried, with the poor customer services like this, I could see Verizon will lose faith on all customers quickly. 

Re: Horrible customer services with little or no knowledge

Hi between,

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. 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, 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.