FiOS TV Technical Assistance

[#1]

For customers seeking a replacement 4-device Fios remote control, I offer the following commentary in hopes of helping you and possibly Verizon's business management staff. I have been a Fios customer for several years and, I'm sure like many of you, have had my share of occasions to interact with customer relations regarding billing problems, rate negotiations, and equipment failures. While some of these interactions have tested my patience, this last endeavor to replace some original failing remote controls had me really frustrated and scratching my head regarding Verizon's business management intellect. Over the past several months, I've had four remote controls start having buttons sticking and working intermittently. My first call to technical support resulted in a pleasant initial response of sending out two replacements free of charge. Great! However, upon receipt of the replacements, I discovered that the replacements only operate 2 devices. In a follow-up call, I was informed that these were the new style and that the old 4-device remotes were no longer available. After a couple of months of tolerating sticking buttons, I again called technical support and explained my desire to obtain 4-device remote replacements as I really use the extra modes. The phone representative spent some time researching and said he was able to get a request in for the 4-device remotes. Great! However, (you know where this is going!), upon opening I found four 2-device remotes. Not quite ready to give up, I researched the internet for some information. Alas, I found a forum that had a link to the Verizon Equipment Shopping page that had 2 and 4 device remotes for sale. https://teleproducts.verizon.com/fios/index.cfm/eh/DisplayProducts At this point I conceded and spent the $35 to get four new 4-device remotes. My point for Verizon ( I know, about time), is why in the world would a company put a customer through this? Remotes they sent for free were 6 x $5.50/ea. Smart business? The 4-device remotes were only $6.95/ea. I really need some help understanding this one!

[#2]

hi there,  this is a peer to peer forum, so you may or may not get any official verizon response.  If you want a direct response you should reach out to them via the contact us  section of the website. 

my best guess is that there is little rhyme or reason why that was so difficult.  Its basically that they stopped offering those remotes for free, the information hasn't trickled down appropriately to the tech support channels, and while the reps were acting in good faith and had the best intentions, they were all in vain because those remotes would never get shipped out no matter what they did.  they clearly didn't understand that, or were under the impression that they could trick the system.    

they should have just told you "those are available at the following website for 6.95,  if you would like the two button version - I can send that at no cost"

[#3]

I can't explain the cost difference but the likely reason verizon doesn't offer the 4 device remotes because hook-ups for dvd players, vcrs, etc are not supported when you call for support. So no point in providing those remotes if anything but pic from STB to TV is supported. I know it would be nice to have 4 device remotes...

support.verizon.com/boundary

[#4]

  I have experienced the same disappointment when having converted to all HD-STB's. My living room audio is controlled through a 5.1 stereo home entertainment system and other accessorial A/V equipment is also controlled remotely in this room. What could simply be done with one remote that had been supplied by Verizon must now be done utilizing three! When calling to complain about the remote downgrade I was basically told tough luck, if you want a 4-device remote you'll have to buy it. Now THAT steams me! Especially when I see promotions like a free DVR for life or a free flatscreen TV, months of free movies, etc. etc. being  given away yet they choose to screw their older clients over with a cheap remote. Come on Verizon, you gotta be kidding. That kind of treatment gives all of us a sour taste for FIOS service, making us think twice when the Optimum people come knocking at our door looking for us to return at a much cheaper rate.