Trouble Servicing and returning equipment

[VZinSpringfield]

Hey Folks, 

I thought I would vet and share a frustration. Back in October when Verizon (I am on Fios BTW) started offering Home Monitoring and Control here in Virginia, I signed right up -  it was a solution that I had actually be looking for. I called Verizon and ordered the super-duper-deluxe system. When it arrived it said it would take about an hour to install - that's acceptable. Eight hours later (not including the thermostat) I threw in the towel, and didn't want it anymore. The system would not correctly  connect to the devices and registered the remote eight times... It was mucked up. I called Verizon the return the equipment..

Now the next saga.. 

After a few transfers I finally got a hold of billing who removed it from the account and said they would send out a return box. That was easy. A week later still no box so I called back. Fios tech support  (not billing) said they would send out a box. A week later still no box. I called again, and was told the box was on its way (this time from billing again) Another week passes and no box. So I called again and billing said that they don't send boxes and I had to go to the UPS Store for a return. I was told the UPS  rep would know what to do. 

When I showed up at the UPS Store they did in fact, know how to return Verizon products. She took the box with out any of my personal info or account info and whisked it of to somewhere in Pennsylvania. When I returned home I had two, brand new Fios DVR return boxes waiting. I am glad that I just went to the UPS store. Well, here I stand two months later and still no account credit for the equipment. 

After the first month I called billing once again and was told it took 30 days to credit. After those days had passed I had an online chat where I was told it was 60 days for an account credit. Its now passed 60 days and I still don't have an account credit. My account cycles some time in the next few days I am hoping that a credit appears. 

It just appears that there is a disconnect between Fios support, billing, and whom ever runs the Home Monitoring program. I have lost a little faith in Verizon. I have even considered dropping Verizon over this, but alas I like fiber too much.(cable....pish!) 

I just wanted to know if anyone else has had these issues too. What did you do to fix it or get proper support? 

Thanks.. 

[ElizabethS]

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

[Joe1311]

I feel your pain.  I am almost to the same point.  I have had an open escalated ticket for a month now trying to get my equipment to work properly.  It is unacceptable to me to have an open issue for a month and not communicate with the customer.

-Joe

[Adam_VZ]

VZinSpringfield,

I've sent you a PM to assist in this process.  Please get back to me.

-adam.

[bobh002]

I'm in the same boat here.. My thermostat doesn't work and Heather_vz and I had been corresponding via pm but when it came time to ask for a return aurhorization she hasn't answered in over 2 weeks.

[Willg4]

I have used the service for two months and it never works.  Zero issues with all other fios services.  Is this widespread?  Support and website are a failure.  I have been a satisfied customer for six years, but this is a disappointment.  Any advice?

[AnnieS1]

Hi Willg4 ,

So we can help you, what steps have you taken with your Home Monitoring & Controls issues? What support channels did you go through?  Have you talked with Home Monitoring & Controls technical support?

Thanks!

AnnieS

[bobh002]

Hi, me again. Heather from Verizon emailed my on 10/8 and said they will have someone contact me for my refund. Another month down, another month of no answers. 6 months now of them putting me off. My refund gets bigger and bigger.

[Heather_VZ]

Bobh002- I'm so very sorry! I passed all your information on to the appropriate team and was told they were taking care of the issue. I'm not sure where the disconnect is, but I'll look into it for you today.

Again, my apologies!

-Heather

[bobh002]

Heather did private message me today but my issues and refund requst for the system since I requested it on 6/21 have not been answered. I have asked for a refund for the entire length of time that I have had the pretty much unreliable system.