I called Verizon technical support on Saturday (2/25) and spoke with Rachel about issues I was having with my HD DVR 6416 box. Time was off, it was rebooting randomly, sound/picture breaking up. She indicated that it needed a reboot, so rebooted it and told me to watch it for a couple of weeks.
On Saturday morning (3/10) I called technical support and spoke with John. As soon as I mentioned I had the HD DVR 6416 box he said that they were having a lot of issues with that box and said he was sending me a replacement box. I asked if it would be the new large hdd set top box and he said yes.
On Tuesday evening (3/13) the replacement set top box arrived via UPS. It did not automatically verify itself on the network so I tried the manual verification on the web site. That did not work so I ended up having to call technical support. The set top box I received was the 160GB HD DVR 7216 box not the 500GB 7232 box. I asked the technical support person why and he said there was nothing he could do except transfer me to customer service and they would be able to help me. I was transferred, Ms Dominique (sp?) from customer service answered. After explaining the situation to her she offered to transfer me to technical support saying they could help me. After explaining that they (technical support) just transferred me to her. She said, "oh", and proceeded to tell me that I could take the HD DVR 7216 to the local Verizon plus store and they would do a straight exchange for the HD DVR 7232 box. I asked her if I need a order # or something and she said "no" just take it to the store and they would do an even exchange.
On Thursday (3/15) I packed up my set top box and headed to the local (Columbia, MD) Verizon store. The gentlemen at the store said that they cannot do exchanges for the 7232 box because they do not have any of those boxes. He expressed frustration that the Verizon customer service reps were telling customers that they could go to the local store and do the exchange.
On Friday morning at 0930 (3/16) I called Verizon customer service to find out why I was sent to the local store just to be told that they do not have any HD DVR 7232 boxes for exchanges. I spoke with Ms. Lee who said that the store did have the HD DVR 7232 boxes and that I could order one from her right then and pick it up today. She gave me an order{edited for privacy}. I went over the to Columbia Store at 3:00pm and they tried to locate my order #. They could not find it. They offered to enter a new order # and fill the order but when I told them that I was there to pick up a HD DVR 7232 box they said that they do not carry that box in the store. I told them that I confirmed it three times this morning with {edited for privacy} that the store would have the boxes.The stores representative responded "customer services screws up all the time, they have no idea what we have in the stores".
SO, WHY AM I BEING TOLD BY VERIZON CUSTOMER SERVICE TO GO TO THE LOCAL STORE, NOT ONCE BUT TWICE SPENDING MY TIME AND GAS JUST TO FIND OUT AT THE STORE THAT THEY DO NOT CARRY THE HD DVD 7232 BOXES?
Hi TonyPats
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 to help you resolve your issue.
Start a new topic or ask questions in the open forum.
