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Verizon not responding to emails
777twist
Enthusiast

What is the best way to contact these guys!!!  I have sent 2 emails and haven't received word yet, I'm not even sure I received a confirmation email.

I have an HD-STB that has some bad sectors or something, as sometimes it records shows and the operation moves to a crawl.  I have to wait like 5 sec before making another command cuz it doesn't "take" when I press the button.  I'm guessing it's just a hard drive with some issue.

But they aren't responding, so what's the best rout to take to contact them and get a new STB?

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Re: Verizon not responding to emails
KenAF
Specialist

If you want to talk to Verizon, you need to call.

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Re: Verizon not responding to emails
jumpin68ny
Master

Call 888-553-1555

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Re: Verizon not responding to emails
PJL
Master

Suggest you use the on-line chat on your My Verizon account page. 

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Re: Verizon not responding to emails
777twist
Enthusiast

Wow, that was brutal !!!

This is the 3rd time I have had an issue with this STB in the past 2 years... when I say the 3rd time, I mean... I have called them 3 times about it.  Their only resolution is to reformat the drive.  Which to me doesn't fix the issue if the drive has corrupt sectors.

So I was on the phone with the first guy and I said, "I didn't want to go through trouble shooting this" I know we can fix the problem for a few weeks...   But he kept forcing the issue and then hung up on me.

So I called back and dealt with another guy...and he wanted to troubleshoot too... so I said fine, make sure to write this in the notes this time and to punish them I canceled my Media DVR since I wasn't using that function.

Next time, I will cancel the one of the HDDVRs...

I just love how they say this or that isn't in their notes...  I'm not writing the notes, how am I supposed to know what's in there or not.  But I know I called 3 times on this same issue.

Oh well...

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Re: Verizon not responding to emails
jumpin68ny
Master

I think someone from Verizon should be able to answer the question, 

"When someone calls in repeatedly for the same issue at what point will a replacement unit be sent."

I had a problem with my 7000 series unit, Verizon did some tweaks to it and it continued to fail so they sent me a new unit.  That was after the second call.  Maybe different parts of the country have different ways of doing things.  

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Re: Verizon not responding to emails
VZ_Christian
Contributor

777twist,


The simple answer to your question is once ALL reasonable troubleshooting steps have been taken.  There is no policy regarding the # of calls about a particular issue.  Ideally, we like to resolve the issue on the first call.  However, to the subsequent agent's defense, if they receive a call where the customer says that "I've already done that" and the notes do not correspond, the responsible thing would be to begin troubleshooting from step 1 (or wherever the notes leave off).  That being said, it's not impossible that a customer completes ALL reasonaly troubleshooting steps and that it's not properly or clearly documented.  In these cases, the agent is stuck between a rock and a hard place-  1), because the customer may demand a replacement when the Verizon equipment isn't the issue, thus resulting in not only NOT resolving the issue, but also repeat calls in.  2), the agent does not want to spend time doing useless troubleshooting if it's already been done.


The short of the long here is that there is no magic number- it's a case-by-case basis.  If you want to PM me your billing telephone number and the serial number of the box in question, I will look into the issue for you.


If you're interested we can continue this conversation by way of PM.

Regard,

Chris