My HD Box just broke at no fault of my own and Verizon is going to replace the box. However, I have purchased 20+ FlexView movies for children on the old broken box and they are not going to refund my money or replace the movies on my new box.
I spoke with a technical service rep and they told me that the movies were not their department, so they transferred me to billing. Billing initially told me that they could not help me and that I needed to talk to tech service. After I explained to her that I already talked to tech support and they sent me to billing, the woman in billing said she would try and find something out. She put me on hold and then when she got back she told me that they could not refund my money or transfer my purchased movies to the new box. I asked to speak to her supervisor to see if there was a different option and she transferred me to a dead line....I am so frustrated.
I have spent several hundreds of dollars on movies through verizon and now they are all lost...Please other customers read this as a warning. You are better off buying DVD's then purchasing movies through Verizon because they could all be gone one day and Verizon will not do anything to help recover them even though it is entirely their fault.
Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
Don't Panic, Your Movies are Safe
You should know that you are not going to lose your PURCHASED movies. What anyone at Verizon should have been able to tell you is that PURCHASED movies are not like DVR recorded content. They are stored on Verizon servers, not your DVR. You can watch them from any STB or DVR that is on your account. If they are Flex View, you can also view them on your enabled mobile devices through the Media Manager app. Why this isn't common knowledge to all CSRs and techs is the only mystery here.
I am experiencing the same issue. I moved. They gave me new STBs. Now I don't have my purchases in my library. Called the other day. Was sent from tech to billing back to tech back to billing. 45 minutes. Last told this shouldn't be an issue. Asked for my phone number and was told I would hear from someone by the end of the day. 24 hours and counting. Wouldn't it be easier to just refund my $ and let me repurchase the same items from my new location? I guess they are hoping I will just give up.
Try contacting support via twitter (@verizonsupport).
I have found them to be helpful and ratter quick to answer.