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when did Verizon start charging to replace stb remote controls?

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Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎08-30-2011

when did Verizon start charging to replace stb remote controls?

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(1,180 Views)

I been a loyal Verizon customer for many years.  One of my remote controls stopped working. I called customer service and was informed by Brenda that Verizon no longer replaces for free.  The cost to.replace it is $14.00.  Brenda suggested that since I don't want to pay the 14.00 then I could just get up and change the channel manually.  Verizon are you kidding?  I asked to.speak to a supervisor.  So far I have been on hold for 60 minutes.program the remote manually to record. During my wait Brenda checks back to let me know that the supervisor is still on another call.  What happened to ,"it's our duty and your right", Verizon?

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: when did Verizon start charging to replace stb remote controls?

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(1,159 Views)

@LoveFiosWhenWk wrote:

I been a loyal Verizon customer for many years.  One of my remote controls stopped working. I called customer service and was informed by Brenda that Verizon no longer replaces for free.  The cost to.replace it is $14.00.  Brenda suggested that since I don't want to pay the 14.00 then I could just get up and change the channel manually.  Verizon are you kidding?  I asked to.speak to a supervisor.  So far I have been on hold for 60 minutes.program the remote manually to record. During my wait Brenda checks back to let me know that the supervisor is still on another call.  What happened to ,"it's our duty and your right", Verizon?


The new policy started not to long ago and you can thank all of the people who absued getting free remotes for it.

 

You can go on ebay and get remotes as low as $2.00 new. If you search fios remote you'll get  a lot of results.

 

You can try getting one through the dvr/stb. Some people can still get free ones under certain circumstances

Go to menu then to customer support then to replace/program remote. Follow the prompts and answer the questions and it will tell you if its free or not.

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Contributor
Contributor
Posts: 2
Registered: ‎04-28-2014

Re: when did Verizon start charging to replace stb remote controls?

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LOYAL CUSTOMERS should NOT have to pay for replacment remote controls. A new customer gets ALL new equipment but a loyal customer who signs a new 2 yr. contract for the 3rd time gets to use their same old equipment??? $14.99 is too high for cheap remotes that does not cost Verizon much and are likely outsourced outside the USA. Can I buy a new remote with my Verizon REWARD POINTS??? Verizon needs to reward their customers with new updated replacement equipment, not gift cards. Who are their policy makers??? Where is a customer survey when you need one???

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Contributor
Contributor
Posts: 1
Registered: ‎05-02-2014

Re: when did Verizon start charging to replace stb remote controls?

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(817 Views)
I absolutely agree. Verizon cares nothing for customer loyalty. That is why deals are only available to new customers during sign up . I had a rep call my home recently to offer premium channels at reduced rate. When I informed her I already subscribed to those channels for past several years but would be grateful if I as a loyal customer could get in on the deal, she put me on hold and came back saying it was not possible. Deals should be incentive/reward for loyalty. I am looking into alternatives right now. Don't get me started on corrupt DVr recording -failures often mid-playback! Support wants me to jump through hoops doing crap I already know won't help instead of just giving me a replacement. I have no confidence in recording anything!!Mobile app is buggy as hell!!!
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