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Why old equipment for new customers?

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎03-11-2012

Why old equipment for new customers?

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My introduction to verizon fios tv has been a terrible experience.  On 2/20 I upgraded to the triple play after finding out fios tv improved their set top box with a bigger hard drive.  I'm currently with dish network and enjoy the larger hard drive and external hard drive hook up capability.  I needed to have two new wall outlets installed for the rooms to accomodate fios tv.  

 

The subcontractor arrived bringing with him 3 old refurbished 6416 models (1 of the 3  quit working the next day) because that's all he had.  I was surprised that it was not the new 7232.  I would have cancelled on the spot, but he told me to call verizon the next day and have them upgrade the boxes.  After speaking with the verizon rep, I thought the problem was resolved and they would ship me the new units to my local verizon plus store.  A few days later, I went to the verizon plus store to return the old units in exchange for the new units.  The guy at the verizon plus store said no new units 7232 arrived and that if they did he was not able to set aside for a customer.  Of course I was upset.  He gave me another number to call to see if I could resolve the situation.  

 

Once again, after speaking with at least 4 different people, I thought the issue has been resolved.  They promised to ship the 3 new boxes to my home address.  I received a order number which I could follow up on the progress.  The date for the delivery was approximately 2 weeks!  The boxes were due to arrive on Friday 3/9.  They didn't show up so I called verizon to find out the order had some kind of error flag on it.  Bottom line is they are not shipping me the 7232s.  Well that was the last straw and I requested to cancel fios tv.  I was transferred to customer retention who said she or no one could specify for a 7232 model to be shipped to a customer.  She attempted to cancel my fios tv, but was unable because the ticket was still outstanding.  She promised to call me on Monday to resolve the issue.  

 

As a current dish subscriber, the thing I did like about fios tv was the on demand feature.  However, the drawback of the VOD is you can't fast forward!  I also would have enjoyed the dollar savings I would have received.  But the bottom line, it's not worth the headache and the reduced video recording capability.  I've had the boxes for 2 wks and I'm already at 60% recording capacity.  Verizon really dropped the ball on the rollout of the 7232 equipment!!  They should have had a more comprehensive and thought out plan in how to service new customers and take care of the older customers.  This whole experience has been frustating and given me a poor opinion of fios tv customer service.

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎03-11-2012

Re: Why old equipment for new customers?

Message 19 of 21
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Well after approximately 4 weeks and much frustration,  I'm happy to report that my set top box issue has been resolved.  I received 3 new 7232 model set top boxes today.  This forum was my last hope before cancelling my fios tv service.  Ironically, today was the end of my 30 trial period and I was going to pull the plug.  

 

Special thanks to Tonya and the other verizon staff that support this forum.  Your help was much appreciated.

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Bronze Contributor II
Bronze Contributor II
Posts: 539
Registered: ‎10-05-2011

Re: Why old equipment for new customers?

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I personally have not gone through what you described but from my observation, your exact same scenario has been posted here very consistently and it's definitely a poor way to do business with a new customer.  It's pretty dumb expecting a new customer to settle for outdated equipment.  I've had Verizon Fios for a few years now but I wouldn't put up with that either.  Whenever I see the exact same problem posted over and over again, it makes you wonder how anything gets resolved.

 

There might be a Verizon employee here who can address your issue but do what you're most comfortable with.  For what it's worth, I don't think it really matters which provider you use and personally, I have never seen any real discernible difference between Verizon vs. the cable providers.

 

Good luck!

 

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Platinum Contributor III
Platinum Contributor III
Posts: 6,820
Registered: ‎08-23-2008

Re: Why old equipment for new customers?

Message 3 of 21
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mack64

In what area are you located? There may be another option. I did bring your issue to someones attention. I agree that new customers should enjoy the best expereince possible. But they have the same chance at getting what ever equipment is available. I don't agree with that, and believe they should get new out of the box equipment.

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Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 721
Registered: ‎01-06-2011

Re: Why old equipment for new customers?

Message 4 of 21
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Verizon support is in receipt of this issue. We will send you a PM to gather additional information.


Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎03-11-2012

Re: Why old equipment for new customers?

Message 5 of 21
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Hi Prisaz,

I'm located in Carrollton, Tx a suburb outside of Dallas.  I spoke with an associate at my nearest verizon plus store and he said the set top boxes the store has was the older models 6416.  I couldn't believe there isn't newer equipment available, but only the first generation equipment.

 

Thanks for any assistance you can offer.  I had planned on closing my account today, but I'll wait a couple of days to see if the issue can be resolved from help on this forum.

 

 

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎03-11-2012

Re: Why old equipment for new customers?

Message 6 of 21
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Hi Tonya,

I'd appreciate any help you can offer.  The customer retention rep I spoke with over the weekend called me yesterday to let me know she cleared the outstanding issue on my account and I was now free to cancel my fios tv account.  Based upon your reaching out to assist, I will wait a day or so to see if the issue can be resolved.  

 

By the way, I checked my email and I have not received a private message yet.  Will it come via my verizon email account?

 

Thanks

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Gold Contributor VII
Gold Contributor VII
Posts: 2,323
Registered: ‎08-05-2008

Re: Why old equipment for new customers?

Message 7 of 21
(1,350 Views)

@mack64 wrote:

By the way, I checked my email and I have not received a private message yet.  Will it come via my verizon email account?

 

Thanks


Try looking at the top right of the forum under the small search bar.  There should be an "envelope" that turns yellow (sorry if I got the color wrong, partial red-green deficiency here) when you have a PM.  Click it or  you could just go to your forum account (click your user name at the top of the forum list) and then select Private Messages.  You should also get an email in your Verizon account informing you that you have received a private message.

 

    - placed copy of "empty" enevelope here as example (don't know if it is visible or shows up as a big red triangle while awaiting mod approval).

If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
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Moderator Moderator
Moderator
Posts: 2,199
Registered: ‎03-10-2011

Re: Why old equipment for new customers?

Message 8 of 21
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a PM was sent to you on 3/13.  

Please check your Private Message Inbox.; It should look like this -- 

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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎03-11-2012

Re: Why old equipment for new customers?

Message 9 of 21
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Thanks,  I found it and filled out the info.  I wasn't sure which category this problem fit under, but I choose technical.  Hope that was right.

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Contributor
Contributor
Posts: 3
Registered: ‎03-15-2012

Re: Why old equipment for new customers?

Message 10 of 21
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I have had a frustrating experience as well.  We ordered Fios in December when we moved to our new house. We had been with AT & T U-Verse and were very happy with their service but it wasn't available at our new home.

After an order screwup which was a nightmare to get Verizon to fix,  the DVR that was installed wasn't working. You couldn't record anything! Another technician came out and said the DVR was going to have to be replaced and he didn't have the new kind we had with him. He gave us a "temporary" older DVR that has much less storage (sorry, I don't have the model #) and promised to call the next week to bring us the new replacement.

Well, it is now March.  I have spent 3 very frustrating hours on the phone with Verizon, transferred to many different people, been told many different things.  And I still do not have any resolution to getting the DVR I originally had ordered.

 

I am ready to cancel all of the Verizon services. 

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