I called Verizon to renew my lapsed contract today. I asked if there was some way we could lower my bill, since it kept going up. The customer service rep was able to help out and gave me a couple loyalty disounts. So I was happy. I also mentioned that my non-HD box wasn't working properly (certain channels were pixelated).
So I got transferred to tech support. To make a long story short, they said they couldn't "see" the problem on their end. They sent me back to customer serivce where a new customer serive person tried to talk me into an HD box. I said, why should I pay more for a new box, when the old one didn't work right? I just wanted another non-HD box as a replacement. They claimed I could get a new HD box for only a dollar more a month. So I said OK. But when they recalcuated my bill, it went way up. Also, they were charging me for a "change in service" and for "shipping" the new box (like +$70) - all this, when the old box was malfunctioning and I just wanted a replacement.
Also, the new customer service person could not get the same monthly charges as the first customner serivice person did. Somehow, even if I paid the $70 in fees to upgrade to an HD box (which I said I shouldn't have to), my new monthly bill would be $20 MORE a month - all this when I'd called, in the first place, to lower my costs!!!
I finally called back and got a new customer service guy, who again lowered my bill somehow. He assured me that a replacing a malfunctioning box should not involve charges - but I decided not to deal with it then. I'll let the dust settle on my bill before I start the run-around again for a repacement box.
A very frustrating day! It seems unbelievable that they wanted to charge a 12 year customer $70 in fees, to get a replacement box for one that doesn't work properly. So I told them to forget everything and I'll keep the partially misfunctioning non-HD box.
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