Rude, lying and condescending phone support

[Highlife2]

Reference to "Terrible Support" theread

I too have experenced the rude and lying of the so called support. all I wanted to do is get a DVR to replace a STB!

Tried to pick it up at the local store (as I had indicated in my on-line order) and after 40 min. was told that it had already been shiped.

Called support and after waiting a very long time I got a supposed supervisor (first **bleep** put me on hold hoping that I would hang up - I think!) I was then told that  "it had already shipped on 11/22 (order placed 11/17) and "nothing can be done". Fine, except it was going to take 8 days!!!!!!!!!!!!!!!!

After 8 days all that I received was a box to send my STB back in. IT TAKES 8 DAYS TO GET CARDBOARD TO ME!!!!!!!!!!!!!!!!!!!!!!!!!???????????????

Another call and even more lies and nastyness from the "support" group. Spent a long time only to be told that IT would have to look into it as NOTHING CAN BE DONE UNTIL THE STB IS RECEIVED IN THE MAIL!!!!!!

So let me get this straight.....now I have to wait with out a box for them to receive back the STB THEN wait until they ship the DVR?????? **bleep**! I took them 8 days to deliver cardboard.....how {word filter avoidance} long will it take to receive that!!! This is such {word filter avoidance}!!!!!!

If you call them be sure to get some kind of identifier other than a name because if you call back who ever you talk to will have no idea who you talked to or what was "promised" (or actually what lies you were told!!!)

I chalange the admin to answer this post with some truth............no more lies!!!!

[oldfashioned]

An empty cardboard box.  Now that's a new one!  They're supposed to send you the replacement box with the shipping label to send back in the cardboard box.  Duhhh!!!

It sounds like a story of people not doing their jobs and I think that's putting it mildly.

[KaLin]

Highlife,

I'm sorry to hear about your recent issue with the exchange. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've moved your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible.

[AnotherFiosUser]

LOL....

First mistake is making account changes online....

Everything follows a workflow that is mapped out by a kindergatten kid.

If you want a box swap, here is what you should have done....

Goto a verizon store.

Ask for a new box.

Whatever you do, DO NOT ASK FOR A BOX SWAP, IT'S GETS COMPLICATED FAST.

Experience has shown me that, if you swap a box in store, the new one will not activate until they process the old box as received which could be days. Yes thats how their system works. Each item is an order item, and they must complete in sequence.

If the return is keyed in first before the new box, the new box will not activate until return has completed. You have been warned.

Best way is to add new box as 2nd box first, activate it.

Then return the old box to the store. They will accept it and process it there. It will still take a few days to process, but you don't lose any tv time.

Worst case is you call up customer services and insist on being credited.

[Keyboards]

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@AnotherFiosUser wrote:

LOL....

First mistake is making account changes online....

Everything follows a workflow that is mapped out by a kindergatten kid.

If you want a box swap, here is what you should have done....

Go to a verizon store.

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That's great if there is a store that doesn't require you to drive 30 to 50 miles.  Not everyone has a Verizon store that supports FiOS TV conveniently located.

[oldfashioned]

I can only imagine.  30-50 miles is getting ridiculous.  I would imagine too that if you live in a rural area, who knows if there are any Verizon stores within a reasonable driving distance?

[EaglePilot]

How about 3 days without tv internet phone svc? 5 diff phone calls....25 minute waits...sucks

[ElizabethS]

Did you get your problem resolved, EaglePilot?