- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I have an old Motorola DVR 6416 and woiuld like to replace it with the newer 7232 model.. How can I do this? I've called customer service and chatted online but nobody is familiar with this process. I'm afraid that if I mail mine back I'll get another older model.
I wish that I could drop off my old unit and make the exchange at a Verizon store or service center. Is this possible?
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Going to a store is the most reliable. Of course the store might not have a 7232 on hand.
You can sign up for an upgrade , but they MAY charge you for the upgrade. If you sign up they will eventually send you a email with a link to the place to complete the actual order. Warning when you get the email, make sure yo sign on first before hitting the link or it may fail, and continue to fail until you complete flush the verizon cookies in your browser as it may mistakenly think you completed the order and not let you do it again (i.e it goes to the order page then tries to get you to login, but on return to the order page thinks you already tried the order)
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Verizon customer service is a joke. I called to echange the DVR and the representaive told me than I don't even have an HD DVR. She was not familiar with the different DVR models and couldn't forward me to someone that could answer my questions.
I then proceded to the chat service. The person online was pushing the Multi Room package. This person also did not have a cliue.
I believe Verizon has the worst customer service that I have ever dealt with. Perhaps they have just become too large to care. I can't wait to switch to another provider.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
@Gomboman wrote:Verizon customer service is a joke. I called to echange the DVR and the representaive told me than I don't even have an HD DVR. She was not familiar with the different DVR models and couldn't forward me to someone that could answer my questions.
I then proceded to the chat service. The person online was pushing the Multi Room package. This person also did not have a cliue.
I believe Verizon has the worst customer service that I have ever dealt with. Perhaps they have just become too large to care. I can't wait to switch to another provider.
I find it so difficult to believe that a CSR would not know the difference between one DVR and another. There is a charge to get the upgrade to the 7232 and larger storage, You may get a 7216 that has the same storage but the support for the HD guide with img 1,9. Also the support for an external expansion. I have heard they may have been running short on the 7216, so you will need to see what someone in Verizon can do to help. I have passed on this post to employees at Verizon that may be able to assist you in a resolution.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Mark, thanks for your help. Verizon customer servive has always been terrible for me. I was on hold last night so long with their customer service that I went grocery shopping and cooked dinner before they answered. I think they just have too much traffic.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Yes I believe they are very busy with the holidays and all. I myseft have taken about two weeks off. I am just messing arount here on the computer and trying to lend a hand in the community. I am also waiting on a few answers regarding some items. I believe some items will be on hold until the normal business office opens. The techs available for 24hr service can only do so much, and have no access to billing. They can only see what should be on your account. I bet the techs are over worked and have their hands tied regarding some items. I bet Tuesday will be very busy for VZ, Then they may go back on Monday, and this week will be playing catch up. That is why I took most of this week off. haha
PS. I hope someone responds back to you and helps you out. I know the 7232 boxes have been in limited supply or on back order, and the other 7xxx are running short.
You may be able to get a swap at a local FiOS store if you have one near by. Not sure when they are open next.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I am a new FIOS customer, just got hooked up this week. I was given the Motorola 6416 as my multiroom DVR (I was at work and my wife was home and did not know the difference between set top boxes). I've done some searching and see that the 6416 is an old model box. Does anyone know if I can I just bring the box to a Verizon store (I happen to have one nearby) to exchange for a Cisco 435 HDC or Motorola 7232? Do I have to call customer service to get an authorization for this? Thanks very much for any info.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Still not able to resolve this issue. I did get some help from a Verizon employee. He sent me this link to upgrad my old 6416.
https://www22.verizon.com/ForYourHome/VZRepair/vziha/Service.aspx?ihaweb=WebSTBSwap
I've been getting the message that my request can not be processed at this time and to check back later. This has been going on for two weeks now.
Can someone else from Verizon please help me. I'm getting very close to switching to Time Warner.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
To me it is egregious that Verizon would be so heavily promoting the new IMG 1.9 in their marketing, and yet continue to distribute 6xxx series STBs that cannot take advantage of all the features nor even work efficiently with the promoted product. VZ should own up to the fact that it erred in stocking the 7xxx series boxes and try to make amends by acknowledging the error, and offering some premium service of choice to customers stuck with the older 6xxx boxes until replaced. It is only good customer relations. Otherwise, do not promote what you cannot deliver.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
this how my chat went today. they basically hung up on me in chat