I renewed my Verizon Fios on May 2015 and they promised me Free DVR including the set top box. But the bill did not include any discount. I called up the customer service and they said they will honor it and they gave the discount for 26$, but due to technical issues, they were not able to put for the next 12 month. I have been calling them every month just to get this adjustment and explaining to every new customer rep for 1 hour about the details. I was able to do so till the last bill. But this month bill i was too tired explaining for 35 mins and they said that DVR services is different from set top box and gave only 16$.
I am really tired speaking to customer service for their technical problem every month and updating every customer care representative and supervisor. It is really painful experience and i am waiting to get over with teh contract.
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.