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.