Box top without digital display and poor customer service

[family62]

For some reason my HD Box top was not uploading shows on demand like the other box top in my house. Verizon mailed me a new box top. However, the new box top (which is my main box top) has no channel or time display. I was upset by this because I have young children who can't figure out the channels without it. I thought it was a mistake and when I spoke to customer service they said that some people like those box tops for other rooms in their house. Verizon decided to send a technician out with a new box.

Dec. 5 Technician was suppose to arrive between 12:00-4:00. No one showed up, and there was no phone call.

Dec. 5 I called Verizon to ask where they were, they had a record of the order, but for some reason technical support never issued the order. After waiting for them for 1/2 of the day, I waited another hour on the phone with them before I had to hang up while on endless hold.

Dec. 6 Called Verizon, was on hold and transferred back and forth between technical support and customer service for an hour and a half. I waited 20 minutes for a supervisor who told me that a representative would be out on Dec. 11, with a new box top, but that it will may be the same box top I have. She said there is no way to order a box top by preference unless you go on-line and order it. Did I mention that I only wanted to replace the existing box top I had?  I did not ask for a special order. But, I feel it is wrong to downgrade my box when I pay over $150.00 a month for my Verizon home services alone.

I explained to the supervisor that I have been with Verizon for over 10 years, my home phone, email, wifi, and 3 cellular phones are with Verizon. I want to stay with this company even though the cost is higher than if I were to go to the competition. Changing all my information to another company would be a pain. However, I do not feel there is any excuse for making customers wait around for service technicians that don't show up, or making them wait on the phone for supervisors that have no authority to resolve any issues.

Would love to see someone from Verizon take the time to try to clear up this matter in a way that would allow me to feel that the service and support from my cable/phone service is satisfactory. 

Thank you for your time.

[TonyaD_VZ]

We sent you a message on our private support board to assist you and we did not receive a response.  Please repost the issue if you are still experiencing a problem so that we may assist you. 

Tonya C.