Quantum mistake
Jbacon001
Enthusiast - Level 1

I am writing to tell you how unhappy I am with my recent investment in FIOS Quantum. I have been a happy FIOS customer for many years. I had a 3 room, multi-room DVR with a 2 TB external hard drive. I had more gigs than I can count of movies and TV series on that hard drive but I kept getting recording conflicts because it only had two heads. Ever since Verizon announced Quantum I have been thinking about it and about a month ago, I finally called and talked to someone. The rep told me that I could not use my external hard drive with Quantum and the only way to get the same storage was to buy the FiOS Quantum TV - Premium Service. I decided to bite the bullet and upgrade anyway. When the new equipment came I installed and formatted my 2 TB drive so I could use it on my computer since it was no good for the new DVR. I lost all of my saved shows! After I did that, I tried to set up new TV series recordings on the new system and found that I could not. When I called support, they told me that it was a known bug. I could not believe that I paid to replace a working system with a broken one. I called customer support and got no satisfaction, in fact they transferred me back to technical support. I went to the online support chat and got transferred from one department to another for over 40 minutes until I gave up.

To summarize, Verizon sold me a product that they knew was defective. Because I was unaware of the defect, I disposed of the working equipment that it replaced. The part that has me so upset is that nobody at Verizon seems to care.

Re: Quantum mistake
ElizabethS
Moderator Emeritus

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 in the middle, right at the top 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. 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.

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