No New DVRs for Existing Customers

[Hellstorm1]

From my recent chat with @VerizonSupport on Twitter:

Hellstorm (me): @VerizonSupport Any chance of getting a DVR upgrade? I heard FIOS is coming out with new DVRs with more storage, new firmware, etc.

Verizon Support: @Hellstorm Hi Brian. Currently, there are no plans to upgrade existing customers. ShawnG

Hellstorm: @VerizonSupport So I can't bring my current DVR to a FIOS location & get a new one?

Hellstorm: @VerizonSupport Why aren't customers supporting FIOS for years entitled to the same DVR as new customers?

Verizon Support: @Hellstorm Unfortunately no.

[bobbo527]

Verizon is quickly becoming Comcast. They are making the SAME mistakes Comcast did, taking it's current customer base for granted (and treating them like dog excrement). It's this attitiude that Verizon is developing that drove me away from Comcast to begin with. I re-upped last year so I am trapped for another year, but after that if things continue this way I will be an ex-Verizon customer in 2012.

[Hubrisnxs]

not all new customers get that box.  

[xmnj2]

Don't bother with support, they usually don't know what's going on, in regards to promotions.  If you log into www.verizon.com/fiostvcentral->My TV->Set top boxes, to the right is a box stating 'Want More from your DVR'.  If yo you click this link, it will bring you to where you can sign up for notification when the larger DVR is more readily available to upgrade for existing customers. 

Right now, the new DVR's are in limited supply, not all new customers are getting them.

[Hellstorm1]

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@xmnj wrote:

Don't bother with support, they usually don't know what's going on, in regards to promotions.  If you log into www.verizon.com/fiostvcentral->My TV->Set top boxes, to the right is a box stating 'Want More from your DVR'.  If yo you click this link, it will bring you to where you can sign up for notification when the larger DVR is more readily available to upgrade for existing customers. 

Right now, the new DVR's are in limited supply, not all new customers are getting them.

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Okay, I signed up for notification, but what's a reasonable time to wait before assuming that I'm simply not eligible for an upgrade?

[Hubrisnxs]

They are supposed to get those in larger quantities early next year. 1 quarter. So jan, feb, march time frame. If you have. 7216 then song worry about the 500 gb dvr's as you will be able to buy a 1 tb hard drive and attach it.

[spacedebris]

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@Hellstorm wrote:

Okay, I signed up for notification, but what's a reasonable time to wait before assuming that I'm simply not eligible for an upgrade?

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Well the last time the Verizon had a large upgrade (when they ran out of HD boxes and had to issue SD boxes to customers for 3 months) it took nearly 6 months for them to get caught up.

And now with all the current DVR's out there and the number of people that will be demanding an upgrade....I'd be supprised if they get all the requests handled within a year.

The update that will allow customers to upgrade the DVR's with their own hard drives will likely reduce the number of requests. But that only helps those with the 72xx models, everyone that has a 6416 model will have to be upgraded so they can expand on their own. So likely anyone with a 6416 model will likely be handled first. before anyone that has a 7xxx box.

[spacedebris]

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@bobbo527 wrote:
Verizon is quickly becoming Comcast. They are making the SAME mistakes Comcast did, taking it's current customer base for granted (and treating them like dog excrement). It's this attitiude that Verizon is developing that drove me away from Comcast to begin with. I re-upped last year so I am trapped for another year, but after that if things continue this way I will be an ex-Verizon customer in 2012.

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Name one company that doesnt. Every company out there does the same thing. Once they get a customer they forget about them. All specials and new equipment are reserved for "new customers only". Been that way for decades and its not going to change anytime soon. You switch because you are offered a good deal. have it until the contract ends, then have to move to another company to get the "new customer deal" or live with what you have. Most live with what they have because it is too much trouble to go through all the switching.

Or call, try and cancel, then in an effort to keep you they may try and offer you the new customer deal. But you have to be willing to through with the threat and actually cancel.

I did this once with Direct TV about 12 years ago. I told them I would cancel unless they gave me a DVR for free (back when they were charging $500 for a DVR). They were giving them to new customers but told me I didnt qualify. They told me no, thinking I was bluffing. I canceled on the spot. I didnt have service for 3 days, then they called me back and offered me anything I wanted to come back. I got my DVR, a huge discount, and a contract to keep the discount for twice the length of time they were giving it to new customers. But you have to be willing to actually cut off service, and take the chance that they will not offer it to you to make this work.

[MiMeQu21]

I agree.

If you are going to complain and threaten to cancel, you better be prepared to follow through.  I imagine customer service has heard tons of people threatening to cancel, but many don't.

I had Directv previously.  When I joined them, I received a lot of discounts for one year but I had to sign up for a two year contract.  When the year came up, I called to see what discounts I could get.  I was not expecting to get all the same discounts, but I was hoping to get a few.  I didn't get any.  I called back the next day to talk to someone else.  I struck out again.  I asked to speak to the retention department.  They did not offer me anything of worth.  The best they could do was offer me an HD DVR box for half price (which back then would have been $100).  I wanted discounts, not a box.  So, I threatened to cancel.  They did not blink.  I called up Fios, liked what they were offering, and I signed up.  I called back Directv and canceled.  They did not try to keep me.

A few days later, I got a call from Directv offering me some discounts if I kept my service.  I said no.  He offered me a better deal.  I said no and told him this should have been offered to me before I canceled. 

As I said, you need to be prepared to cancel.  I imagine too many people threaten to cancel but don't follow through.  As an aside, by canceling with Directv, I owed them money for every month that was left on my contract.  I was prepared to pay it and I still came out better by switching.  Not everyone may come out better, but I was fortunate to.

[HRW1]

I switched to FIOS shortly after its installation in my neighborhood.  I had been with DirecTV almost since they started, dumping cable for lots of reasons over a decade ago.  I was committed to making the change for many reasons, however, I was surprised to learn how badly they wanted to keep me.  They were ready to cut my monthly bill by at least a third and made all kinds of offers.  I was almost sorry I had already made the move.  Maybe it's just the mood the CSR is in when you call, but I'm packing my dish away in the garage until I see how things go with FIOS.  So far, so good.

Happy Holidays, All!