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New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

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Platinum Contributor III Platinum Contributor III
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Posts: 5,175
Registered: ‎08-05-2008

Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 21 of 29
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@jackreacher wrote:

I couldn't agree more. I'm currently stuck with a 6xxx series box (been paying the piper for 3 years) and am told I can get on a waiting list to pay $40 for an upgrade. Thanks but no thanks. I may just drop the box altogether. Getting really tired of corporate greed (add Netflix to your list too).

 

 


That $40 fee is to get the new 7232 DVR. You should be able to get a new DVR, probably a 7216 which should work just fine, by calling or chatting with FiOS Tech Support (and you never know, you might accidentally get a 7232). All of the reps are supposed to be aware of the issues with the 6416 and the 1.9 IMG, but Verizon is notorious for not communicating very well, both internally and externally. So if you get a rep that doesn't understand why you need to replace the 6416, ask for a supervisor, or just quit and try again a few minutes later. Eventually you should reach a rep that actually understands the issue and can get a new DVR shipped to you.

 

Please try, if it doesn't work, post here again, and I will try to get some attention to your problem. But please try first....

 

Another option, if there is a Verizon FiOS store near you, is to take your old DVR to the store and exchange it for a 7216 or again, maybe a 7232. Here is a link to where Verizon has FiOS stores in the various states:

 

https://www22.verizon.com/ResidentialHelp/FiOSTV/General+Support/Account+Issues/QuestionsOne/84843.h...

 

I suggest you call the store before going to make sure they can give you a replacement. 

 

By the way, love your screen name here, is that based on the character in Lee Child's novels, or something else? I am a big fan of Lee Child.

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248 

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Bronze Contributor II
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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 22 of 29
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Justin - That makes a little more sense now.  I mean, in all reality, why would Verizon deny customers an upgrade needed to accommodate the graphics on the TV Guide Display?  That's not even reasonable.  I agree that you do have to be persistent and that the communication really needs work, which is actually the case with a lot of big name corporations. 

 

There really should have been a clear message sent out to everyone about this in the first place to avoid navigating in the dark and going back and forth just trying to figure out the solution to the problem.

 

I know when I was having the problem with the TV Guide Display on my old TV, none of the customer service reps I spoke to had a clue of what I should do and I had one who basically told me to just deal with the screen that was annoying to look at and read.  And that makes it even more annoying when you're working and when your time is limited.  And even when I mentioned the flatscreen solution to another one of them, this person I spoke to seemed so surprised and seemed to have no idea of what I was talking about.  It really is incredulous how they could be that much in the dark about the whole thing themselves.

 

 

 

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Platinum Contributor III Platinum Contributor III
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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 23 of 29
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@questioning wrote:

Justin - That makes a little more sense now.  I mean, in all reality, why would Verizon deny customers an upgrade needed to accommodate the graphics on the TV Guide Display?  That's not even reasonable.  I agree that you do have to be persistent and that the communication really needs work, which is actually the case with a lot of big name corporations. 

 

There really should have been a clear message sent out to everyone about this in the first place to avoid navigating in the dark and going back and forth just trying to figure out the solution to the problem.

 

I know when I was having the problem with the TV Guide Display on my old TV, none of the customer service reps I spoke to had a clue of what I should do and I had one who basically told me to just deal with the screen that was annoying to look at and read.  And that makes it even more annoying when you're working and when your time is limited.  And even when I mentioned the flatscreen solution to another one of them, this person I spoke to seemed so surprised and seemed to have no idea of what I was talking about.  It really is incredulous how they could be that much in the dark about the whole thing themselves.

 


I think a significant part of Verizon's problem is that they do not have enough 7xxx boxes available to satisfy the demand to replace all of the 6xx boxes, especially with 7232s and 7100-P2s. I don't know that I am right, but for the first several years of FiOS TV, all Verizon had for HD was 6xxx boxes, and they were installing a bunch of customers. Then they started with the 7xxx boxes. I doubt very many 6xxx users went to the trouble to try to replace their boxes; they worked, no real drawbacks compared to the 6xxx boxes. For example, I kept my 6xxx, which I got in Sept. 2005, until early this year, when I knew 1.9 was coming and that the 6xxx boxes would not support all of the new function (and for the record, no insider info, just read the 1.9 Release Notes posted here).

 

There is also the issue that Verizon has a significant number of 2500 SD boxes out there too I think. The older ones won't support 1.9, and the newest one apparently runs pretty poorly (again, I got rid of my two 2500 boxes earlier this year). The only solution for 2500 issues is again, a 7xxx box (more $$$ in most of the country, but still, works far better with 1.9). But if they don't have enough 7xxx boxes to go around????

 

All of the above is just my opinion. But if I am correct I can sort of see why Verizon would not make a big deal out of the 6xxx and 2500 boxes not working well with 1.9, and hoping the customers accept what they see. Obviously some are not, but there are supposedly some where around 4 million FiOS TV customers with 7 million STBs, yet here it is a relative handful who complain. How many have the 6xxx and 2500 boxes? Why are they not all complaining? Maybe they are all just (too) tolerant?

 

Anyway, over time I guess this will all get sorted out. But remember there is one more area of the country to go....

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

 

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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 24 of 29
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"I think a significant part of Verizon's problem is that they do not have enough 7xxx boxes available to satisfy the demand to replace all of the 6xx boxes, especially with 7232s and 7100-P2s."

 

I'm sorry but if you ask me, that is poor planning.  All of this should have been taken into account and worked out in advance so that there would be enough 7xxx boxes to go around.  So people are supposed to just settle for this kind of arrangement with the older box and no replacement?  That's dumb.  That's a lack of long range planning and if I were in that position of being denied a repalcement, I would be switching providers in a heart beat.  There is no way I would ever put up with that.  That's a poor excuse.  Hoping customers will just accept what they see?  That doesn't make any sense.  That's basically saying, "OK, we're giving you this update for the TV Guide Display which really needs an upgraded STB or DVR to function properly but we can't replace your old STB or DVR so if you don't like it, then too bad."  That's inconsiderate and impractical.   But like you said, it costs money so why invest in the upgrades now?  That's just going to cost Verizon more over the long run when Verizon loses business over this and then finally makes the upgraded equipment available.  It's a lot wiser to invest over the long run but without thinking long term, that's what's going to happen.  

 

You also ask why only a handful of customers complain?  I am sure that many of them are working and have responsibilities with limited time available and for people who have their own families to support, I can understand.  I'm not sure how much of it has to do with tolerance but then again, it's true that there are a lot of people who won't say anything and just take it.  But considertoo that a lot of people don't have their own computers at home or maybe just don't know about the forums.  I don't know why only a handful complain. 

 

I'm very lucky then that my Fios was installed with the 7100.  That's all I can say for myself. 

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Platinum Contributor III Platinum Contributor III
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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 25 of 29
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@questioning wrote:

"I think a significant part of Verizon's problem is that they do not have enough 7xxx boxes available to satisfy the demand to replace all of the 6xx boxes, especially with 7232s and 7100-P2s."

 

I'm sorry but if you ask me, that is poor planning.  All of this should have been taken into account and worked out in advance so that there would be enough 7xxx boxes to go around.  So people are supposed to just settle for this kind of arrangement with the older box and no replacement?  That's dumb.  That's a lack of long range planning and if I were in that position of being denied a repalcement, I would be switching providers in a heart beat.  There is no way I would ever put up with that.  That's a poor excuse.  Hoping customers will just accept what they see?  That doesn't make any sense.  That's basically saying, "OK, we're giving you this update for the TV Guide Display which really needs an upgraded STB or DVR to function properly but we can't replace your old STB or DVR so if you don't like it, then too bad."  That's inconsiderate and impractical.   But like you said, it costs money so why invest in the upgrades now?  That's just going to cost Verizon more over the long run when Verizon loses business over this and then finally makes the upgraded equipment available.  It's a lot wiser to invest over the long run but without thinking long term, that's what's going to happen.  

 

You also ask why only a handful of customers complain?  I am sure that many of them are working and have responsibilities with limited time available and for people who have their own families to support, I can understand.  I'm not sure how much of it has to do with tolerance but then again, it's true that there are a lot of people who won't say anything and just take it.  But considertoo that a lot of people don't have their own computers at home or maybe just don't know about the forums.  I don't know why only a handful complain. 

 

I'm very lucky then that my Fios was installed with the 7100.  That's all I can say for myself. 


So you would have delayed the rollout of 1.9 until there were enough replacement boxes? What if that would have taken a year more? Two years? More? I have no idea whether what I proposed is actually a problem or not, it is just my guess, but I for one think the right thing for Verizon to do was start rolling out 1.9, there is just too much needed new function in it to delay because 1.9 does not work as well as 1.8 on the older devices.

 

Now I most certainly do fault Verizon for the absolutely terrible job of communicating the rollout plans, the limitations, the options, etc to their customers, and not educating their employees regarding the limitations and options.

 

YMMV....

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 26 of 29
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"So you would have delayed the rollout of 1.9 until there were enough replacement boxes? What if that would have taken a year more? Two years? More? I have no idea whether what I proposed is actually a problem or not, it is just my guess, but I for one think the right thing for Verizon to do was start rolling out 1.9, there is just too much needed new function in it to delay because 1.9 does not work as well as 1.8 on the older devices."  All I'm saying is to put yourself in the shoes of a customer who is now stuck with the older box and the 1.9.  What would you do in the position, being told that you're basically stuck with the older device?  What if the rollout had taken a year or longer?  Frankly, I wouldn't have cared one bit about a delay like that.  lol...So what if it took longer?  At least you wouldn't have all these customers being shafted.  Isn't that better?  It's the mere fact that this doesn't work well on older devices and that a percentage of customers are now being shortchanged because of that.  That's really unfair if you ask me.  I think that stinks.

 

Now I suppose the upgrade could have been rolled out for only the customers that have the upgraded STB or DVR but not for those who can't get the upgrade but I can see that being cumbersome and probably not even doable.

 

And now what do you say to a customer who can't get a replacement box?  How long will that customer have to wait...months, a year...until that customer can't take it anymore?  That's a sure way to lose more customers if you ask me, particularly if that customer has already spoken to several reps and supervisors, all of whom have said the same thing and if the customer has already been turned down by a Verizon Fios TV store. 

 

So yes, I am definitely saying that there should have been enough replacement boxes available in the first place.  I'm in favor of keeping up to date with technology in most cases but I'm also not a person favors immediate and quick change for the sake of change.  And if this rollout was planned out long before, why wasn't the legwork done to ensure there were enough replacement boxes?  Obviously this was something planned by Verizon long beforehand, unbeknowst to many of us unsuspecting customers.   

 

"Now I most certainly do fault Verizon for the absolutely terrible job of communicating the rollout plans, the limitations, the options, etc to their customers, and not educating their employees regarding the limitations and options."

And what other options are available to a customer in that position?  At least in my case, I only had to replace my older TV with a flatscreen.  When the print on that screen is hard on your eyes just to read and if you can't even use the 1.9 to navigate the channels, then what the heck is a customer in that position paying for?   

 

Now that I really think about it, here is what I think would have been the most sensible solution which I am sure could still be implemented:  The rollout of the IMG 1.9 has been done and that's all fine and good.  But I think that the least that should be done for those customers who are stuck with their older STBs or DVRs is that an option of going back to 1.8 should still be there until the replacment STBs or DVRs are available for everyone.  Actually, the option of switching between the 2 should really be there for everyone and then, once the replacements are available, the older IMG 1.8 can be phased out.  Isn't that a little more "humane" so that way it's not an "all or nothing" situation where some people are left with the crumbs all because of a replacement that isn't available for them at this time? 

 

Actually, I'm going to propose this on the suggestion blog and see how many customers vote for that idea. 

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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 27 of 29
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Not so much interested in the 7232 so the 7216 would be fine. Thanks for the clarification on the model numbers. I did check on the local Verizon store via a forum post but a misunderstanding on my part led me to believe they were out. Turns out they are out of the 7232's but have some 7216's in stock.

 

Thanks for your response and help. Mucho appreciated. And yes, I'm a huge Lee Child fan - have read all of the Reacher novels and some of those more than once. Glad to hear you are as well. Take care.

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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 28 of 29
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"Not so much interested in the 7232 so the 7216 would be fine. Thanks for the clarification on the model numbers. I did check on the local Verizon store via a forum post but a misunderstanding on my part led me to believe they were out. Turns out they are out of the 7232's but have some 7216's in stock."  My 7100 STB still handles everything just fine.  I'm glad it got resolved.

 

 

 

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Re: New FIOS TV customer - why are they still giving customers QIP6416 MRDVRs???

Message 29 of 29
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@jackreacher wrote:

Not so much interested in the 7232 so the 7216 would be fine. Thanks for the clarification on the model numbers. I did check on the local Verizon store via a forum post but a misunderstanding on my part led me to believe they were out. Turns out they are out of the 7232's but have some 7216's in stock.

 

Thanks for your response and help. Mucho appreciated. And yes, I'm a huge Lee Child fan - have read all of the Reacher novels and some of those more than once. Glad to hear you are as well. Take care.


Glad to have helped.

 

I have read all of his novels except the latest one, have not yet found it in our little local free library, have to wait for someone to read and donate it (and yes, I am renouned in my family for my cheapness Smiley Very Happy )

 

__________________________________
Justin
FiOS TV, Internet, and phone user
QIP7232, QIP7100-P2, IMG 1.9A
Keller, TX 76248

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