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How to exchange a Motorola DVR 6416 for a 7232

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Gomboman
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Posts: 24
Registered: ‎01-01-2012

How to exchange a Motorola DVR 6416 for a 7232

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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?

21 REPLIES 21
tns
Gold Contributor VII Gold Contributor VII
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Registered: ‎05-22-2010

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 2 of 22
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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)

Gomboman
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Registered: ‎01-01-2012

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 3 of 22
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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.  

prisaz
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Posts: 6,820
Registered: ‎08-23-2008

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 4 of 22
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@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.

Gomboman
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Posts: 24
Registered: ‎01-01-2012

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 5 of 22
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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.

prisaz
Platinum Contributor III
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Posts: 6,820
Registered: ‎08-23-2008

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 6 of 22
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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. hahaSmiley LOL

 

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.

http://www22.verizon.com/residentialhelp/fiostv/general+support/account+issues/questionsone/84843.ht...

SRAZ9799
Contributor
Contributor
Posts: 3
Registered: ‎01-06-2012

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 7 of 22
(4,484 Views)

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. 

Gomboman
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Posts: 24
Registered: ‎01-01-2012

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 8 of 22
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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/vzi​ha/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.

 

retiredme
Silver Contributor II
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Posts: 287
Registered: ‎10-26-2008

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 9 of 22
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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. 

bluezapfel
Copper Contributor
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Posts: 14
Registered: ‎01-18-2012

Re: How to exchange a Motorola DVR 6416 for a 7232

Message 10 of 22
(4,205 Views)

this how my chat went today. they basically hung up on me in chat

 

A Verizon Service Representative will be with you shortly. Thank you. Agent Sampat has joined. (13:08:36) Sampat : Chat ID for this session is 01181294130. (13:08:36) Sampat(13:08:41): Thank you for using Verizon FIOS Technical Support. I Apologize for any delays in reaching us today. My name is Sampat. May I confirm the Telephone number as XXXXXXX ?
CHRIS {edited for privacy}(13:09:00): yes
 Sampat(13:09:10): Thank you. Sampat(13:09:10): For your account security and to assist you better, could you please confirm the name on the account, complete address as well as a good can be reached telephone number for future reference?
CHRIS(13:09:25): chris {edited for privacy}
CHRIS {edited for privacy}(13:09:38):
Sampat(13:09:51): Thank you. Please provide the ZIP code.
CHRIS {edited for privacy}L(13:10:01): 20109
Sampat(13:10:06): Thank you for the information. Is it okay to address you by your first name?
CHRIS {edited for privacy}L(13:10:14): yes
Sampat(13:10:24): Thank you, Chris. Sampat(13:10:24): Just to let you know, in case the chat gets disconnected due to any issue at either end, please re-initiate the chat through the same channel or call our FIOS phone support at 1-800-837-4966, whichever is convenient to you.
CHRIS HOLZAPFEL(13:10:30): k
Sampat(13:10:35): I will be sending you an email about self help tips on minor telephone, video and internet issues to your email address .COM
Sampat(13:10:40): Chris, how may I assist you today?
CHRIS {edited for privacy}L(13:11:18): i want to replace my old multi-room dvr with the newer model, the old model does not work well with your new software, it's exteremly slow and annoying
CHRIS {edited for privacy}L(13:11:42): and calling customer service is pointless, they won't/can't help
Sampat(13:11:47): I understand that the DVR is not working properly. Am I correct? Sampat(13:12:01): I am really sorry for the inconvenience caused to you.
CHRIS {edited for privacy}L(13:12:01): it doesn't work to my satisfaction
Sampat(13:12:11): Regret the inconvenience caused and I assure you that we at Verizon are always here to help you out with any issues in regards to your services. Please be rest assured we would fix this for you today.
CHRIS {edited for privacy}L(13:12:39): i just want you to send me a new model multi-room dvr and i'll send the old one back
Sampat(13:13:24): Sure, not to worry. Let me try to run some advanced test from the server which Ideally will fix all the issues related to the slow DVR.
Sampat(13:13:34): Please post the STB serial number of the Set Top Box that is having a problem. It is located underneath the box towards the back and it begins with an "M".
CHRIS {edited for privacy}(13:13:59): really?
 CHRIS {edited for privacy}(13:14:18): just send me a newer model, this one doesn't work well with your new guide
CHRIS {edited for privacy}(13:14:23): my lord
Sampat(13:15:28): Not to worry, let me connect you to my supervisor so that he will try to provide the best alternate for this.
CHRIS HOLZAPFEL(13:15:54): 40810gc2807 Inviting Jaipal to conference (13:16:20) Agent Jaipal has joined. (13:16:20) Sampat(13:16:24): Hi Jaipal.
Jaipal(13:16:29): Hello Sampat.
Sampat(13:16:35): We have our customer Chris with us.
Sampat(13:16:50): He wants the replacement for the DVR.
CHRIS {edited for privacy}(13:17:53): tthis old mutli room dvr just doesn't function well with your new software/guide, the one in my bedroom works better then this one
Jaipal(13:18:48): Sampat, drop off the chat and I will assist the customer further.
Jaipal(13:18:58): Hello Mr. {edited for privacy}.
Sampat(13:18:58): Thank you. Sampat has left the conversation. (13:19:08)
CHRIS {edited for privacy}(13:19:41): hello
CHRIS {edited for privacy}(13:20:31): anyone there
Jaipal(13:20:46): I am still with you. Jaipal(13:22:12): I have went through the chat conversation and I understand that you are facing issues with Multi-Room DVR.
CHRIS {edited for privacy}(13:22:18): can you exchange my Motorola DVR 6416 for a 7232.
 CHRIS {edited for privacy}(13:22:38): thats all i want, that would make me a happy customer & quit bother you
CHRIS {edited for privacy}(13:23:03): i'm tired of how slow and cumbersome the old 6416 is
CHRIS {edited for privacy}(13:23:41): not really sure why I have to argue with everyone and jump through all these hoops for a simple request Your session is now closed. Thank you, have a nice day.
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