Share Your Ideas with Verizon

[#1]

I just cancelled DirecTv and switched to FIOS in order to bundle with my existing FIOS Phone and Internet service. The LiveChat folks were always helpful and courteous as was the live person I spoke with. Thinking this was a good idea. Today.....install day for the TV portion of the bundle. Surprised that in 2011 Verizon still gives a install window of 8AM to 5PM....hmmmm! Seems like this could be corrected with a little research on install times and possibly more installer. The tech that was here was great. Called before he came to let us know he was on his way, nice touch. He was personable while here and very knowledgable on the operating features of the remotes and the Multi-Room DVR. All in all really liked him until........he mentioned that the Multi-Room DVR was re-furbished. I hate that word and all that is associated with it. The reason I don't buy used cars or thrift store clothes...they are someone else's headache. Contacted the Customer Service line for the TV, was re-routed to Tech Support who was rude and basically told me, too bad this is the company's policy (to issue re-furbished DVRs), I explained that in over 12 years that i was with DirecTV I had never received a re-furbished box of any time. There was nothing at all that he could do to help - oh and by the way you signed up for a 2 year contract so unless something goes wrong with that box it is yours for the two years or longer if you choose to stay with Verizon....Sounds like some customer service training maybe needed here. My recommendation is that Six Sigma Green Belt be instituted by Verizon and that the voice of the client be taken into consideration. Nothing good can come out of re-furbished equipment and support techs that do not provide good customer service.

[#2]

I thought Verizon didn't have contracts anymore.

And with DIrectTV don't you own the eqpt? If so, that's a big difference.

Worst part is if you just got old STB ( I assume it is a 6416), then you have to pay to get upgraded to use newest features.

[#3]

I refused to accept the refurb silver multi room dvr because the sales person promised that i would get a 500 gb box like i had with Comcast. They had no choice but to go back to the office and get the box I wanted.

[#4]

The refurbished 6416's are pure JUNK. Verizon should not be givng these out to new installs, in fact they should NOT be giving them out to anyboy!! I went through FOUR 6416's in a year before I was finally able to upgrade to a 7232 (which I love). The 6416's were all "refurbished" and they were all JUNK. All ended up having hardrive failures and I lost all my recorded shows multiple times. Shame on Verizon for giving new installs 6416's then forcing them to pay the upgrade costs to get a 7232. I thought they weren't giving new subscribers old obsolete equipment but by the OP that is obviously not true. I was not a new subscriber (joined in June 2008) so I am not complaining about having to pay for my upgrade, it was worth the money. All 2500 and 6 series boxes need to be retired.

[#5]

Understand what you are saying, but I think the point is less refurb or not... and just making sure our customers get the coolest tech there is...