As a long time customer of Verizon FIOS, I have been relatively happy with the service that has been provided to me. However, I was extremely disappointed and aggravated when I looked to replace my remote. Over all of the years, I have never replaced any of the remotes that I originally received but this one has stopped working. With all of the money that I pay for FIOS, phone and internet, it seems ridiculous that I have to pay for something to work on your service. $14.99 may not seem like a lot of money but at this point, it is the principle. Verizon should be taking in account the needs of the customer, especially those who don't take advantage of the system. Why not offer 1-2 replacement remotes over the course of your subscription? Then once that is used, then the customer would be charged. Customer service should be about keeping your customers happy and wanting to stay with your service, just like we keep you happy by paying our bill every month.