When the FIOS techs installed my system, they couldn't activate a HD with DVR box, so they installed a standard model and told me to call the sales department to order the upgrade. When the upgrade arrived, it malfunctioned, so tech service ordered a replacement. Neither Verizon agent (sales or tech support) explained that I would be charged for three boxes while the upgrade/replacement was in transit. So when my bill arrived, I saw that although I never had more than 2 boxes registered and in service simultaneously, I was charged for three boxes. A call to billing was long (hours of my day) and frustrating. The official policy appears to be that the customer is responsible for Verizon inventory, even when it's shipped to replace malfunctioning equipment, at the instigation of the service department. That's bad enough, but it should be clearly conveyed by the folks who are selling the service (and not just by the folks who are billing).
