Takes hard work to provide service this bad!
AndyGold1
Newbie

All I need is to change my standard cable box for a high def.  Can't find any way to do so on the web, so called customer service.  Unclear which prompt I need to speak with.  After holding 32 minutes for change your service, I got a rep who told me that I needed to speak to customer service, but that he would direct transfer me so should not be a long wait.  After waiting 15 more minutes, I finally give up.  Called back three more times (twice last night and once this morning), was told wait time was more than 10 minutes so I gave up.  Finally got through this evening.  Started with telling the rep I wanted to register a complaint about the length of time (figured maybe someone would want to know).  Was told that I needed to go online.  Then he kept asking me to provide information from my bill which I did not have in front of me (no one ever told me to set up a separate pin, although I have a pin with Verizon Wireless that I've used for years -so much for one company).  After I logged on to get a bill and finally got verified, we did set up a pin.  Then he told me that I either could drive over 1/2 hour to pick up a new box or they could send me one for $20 that would not be delivered for 2 weeks (for $20 you would think I would get it next day or at most 2nd day). After explaining that I thought given the long wait, the multiple calls, the large amount I spend each month and the challenges of completing this simple task they should pay for the shipping (he said they couldn't do that)  I told them to send it to me and that when we were done, I wanted to speak to a supervisor.  In response, I was told that the supervisor would give me the same response that the rep had given.  I asked for a supervisor regardless.  The supervisor who picked up started with "I spoke with the rep, do you have any more questions you need answered."  He knew I was not satisfied with the service and that was how he started.  Unbelievable!!!!  Never apologized for the wait time, never offered to send me the box quicker/cheaper, never did anything to make me believe that Verizon values me as a customer.  Finally offered to continue my Cinemax at 1/2 price (which seems to be the standard offer for any complaint - no one should ever pay full price), as if my complaints were really a subterfuge to get cheaper Cinemax.  By the way, yesterday i emailed and tweeted verizon about my problems and asked for a response, but of course, no one answered.  

I'm done venting now.  AThanks for listening.  Anyone want to make a bet on whether Verizone responds to my issues?

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Re: Takes hard work to provide service this bad!
beetlejuice2
Specialist - Level 1

You can return and upgrade set top boxes under the Add/Change Services option. On the left it says TV Equipment & Outlets. On there you can easily select which boxes to return and which ones you want to upgrade to. There is the $19.99 so called "upgrade" fee which I do feel is a bit insane considering you are already giving them money as it is. One thing I've learned is by calling you get no where which is why I only do stuff with fios online.

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