Let me start this topic with a little background. I’ve been a Verizon customer for a few years now, and had DSL a long time ago. I’m now running FIOS with 35/35 and one crazy networking setup. You see I’m a networking/systems/programming engineer. I understand technology. I also run 3 Data Centers in the Greater LA area. I understand how sometimes things can go wrong.
I’ve worked with trial management for years. They’ve helped me solve some tough problems. This one even they are a little lost.
I have two issues, First lets discuss my Verizon.com profile.
Somehow I have 2 accounts, both of which I can login to, neither of them are complete. Oh lets not forget about that pesky Verizon wireless one that I can never merge. Anyway, the profile I was told to use by Verizon thinks I don’t have TV. Clearly it is mistaken as I’m watching (or rather backgrounding) something as we speak. So now I can’ t use my remote DVR features on a very expensive 19.99 piece of crap.
Thats where the Upgrade comes in.
Oh why don’t you upgrade you ask? Well that brings me to my 2 second problem. If this Verizon.com support team could actually read a ticket without loosing their minds and just dumping the same stupid reply into the ticket over and over again and clearly not read the very descriptive and apparently waste of time details that I provided to maybe help get this issue resolved.
We’ll have the ticket number here soon enough, lets get some better details on whats going on.
You see not only is my Verizon profile completely stupid, I can’t actually order the ONLINE ONLY DVR upgrade. I received an email saying I should go to the website, and sign up to get a new DVR. I’ll then promptly receive another email when its available for me to actually order. I get the email which is actually laid out poorly since not everyone has images load in email, so the giant box that says click on this… is a giant x. Download the images, so I can see what I’m actually clicking on you find this email.

I click next, it asks me to login and then BAM “invalid login”. Hmmm. Ok, lets go to the Verizon site and login. Surly I’m not mistaken. Stop calling me surly, and I’m not. The login works. So once again I click on the picture of the DVR (because face it, who wants to look at an ugly red box, had to download the images.) The site loads, back to the check your eligibility page. Notice at the top it says Welcome, . I’m logged in yay! I click next and sad face, once again. “Invalid login ID”.
So apparently the system won’t let me order the DVR because it doesn’t think I have TV!
Lets go onto the long chain of events that has now led to this very post.
03/08/2011 – I created a trouble ticket 106613. I explained the issue, why it might be happening, how I can reproduce it. I’ve tried different computers, browsers, settings.
03/09/2011 – Auto response, I don’t have the email, but It basically said we’ve opened trouble ticket 106613.
03/17/2011 – Sent Reply,
“Is there an update on this TT? I still can’t order the DVR”
On 3/24/11 11:43 AM, “customersupport” wrote:
“Dear Verizon Customer,
This message is in response to the web site trouble ticket 106613 that was issue on your account.
We apologize for the difficulty you are experiencing. Our technical team is still addressing the situation. We are working to resolve this issue as quickly as possible.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Kristina
Verizon eCenter”
04/05/2011 – Sent Reply,
“All I want to do is order the new DVR, and no one can seem to help me.
Whats the deal?
Andrew”
(BTW I tried on the phone they said its only available online)
04/06/2011 10:27 AM - Received Reply,
“Dear Verizon Customer,
Thank you for choosing Verizon. I have received your email dated 4/5/11 regarding ordering the new DVR. My name is Deena, and I will be happy
to assist you.
I understand the importance of having this new equipment.
To sign up for a a new DVR, please sign in to your account at:
http://www.verizon.com/fiostvcentral
Once you are signed in, select the ‘My TV’ Tab then select the ‘Set Top Boxes’ sub tab.
On the right side of the resulting screen, select the ‘Learn More’ link under ‘Want More From Your FiOS DVR?’
Simply enter your name and email address and submit your request.
I hope I have resolved your reason for contacting us. If you have additional questions, or if we may be of assistance to you in the future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Deena
Verizon eCenter”
04/06/2011 – Sent Reply,
“I already got the email saying I was offered the upgrade, but when I try to go through the upgrade process it fails saying my login is invalid, but it can’t be invalid because I already logged in. I tried different browsers.”
On 4/8/11 7:43 AM, “customersupport” wrote:
“Dear Verizon Customer,
Thank you for your continued contact with us. You had further questions
regarding upgrading to the new DVR. I sincerely apologize for the
trouble you are experiencing.
According to original trouble ticket that was process our IT Department
was not able to duplicate the issue you are having. You will be required
to sign up again and a new email will be sent for you to upgrade your
DVR.
Verizon recently launched new FiOS TV DVR equipment with increased
storage and memory. These DVR’s cannot be ordered, however you can
request to be contacted when new expanded storage DVR equipment options
become available.
You can sign up through the web on FiOS TV Central. You will be
contacted with options and instructions.
To sign up for a a new DVR, please sign in to your account at:
http://www.verizon.com/fiostvcentral
Once you are signed in, select the ‘My TV’ Tab then select the ‘Set Top
Boxes’ sub tab.
On the right side of the resulting screen, select the ‘Learn More’ link
under ‘Want More From Your FiOS DVR?’
Simply enter your name and email address and submit your request.
If you have additional questions, or if we may be of assistance to you
in the future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Carmen
Verizon eCenter”
Some time passed with frustration and I abandoned all hope.
On 4/15/11 10:31 AM, “customersupport” wrote:
“Dear A. Matthews,
Thank you for choosing Verizon. This email is to follow-up with your
inquiry concerning your online order for Verizon’s Updated DVR. My
name is Jacqueline, and I will be happy to assist you.
We apologize for the delay in our response and regret any inconvenience
to you.
The problem preventing you from ordering the DVR upgrade has been fixed.
It will be necessary that you resubmit your request online at FiOS TV
Central and wait for the email from us. You will then be able to
re-order your DVR upgrade.
Please let us know if you continue to experience any further difficulty
after getting the new email.
If you have additional questions, or if we may be of assistance to you
in the future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Jacqueline
Verizon eCenter”
Some hope has come back, I sign up again.
04/20/2011 – Sent Reply,
“It has not been fixed, I just got another email to sign up for the new DVR
and the exact same problem. Is there any way I can order this new DVR?
I’m kind of sick and tired of going around in circles and circles and
nothing gets resolved.
The issue again is…
I click on the email, it says I qualify, I login, and then it goes through
some little retrieving of my records and then I get User Authentication.
Login failed.
I know my login is right because I even try to login first and I see my
name and my account at the top, yet I still get this error.
So now what?”
On 4/21/11 1:45 PM, “customersupport” wrote:
“Dear A. Matthews,
Thank you for your continued contact with us. You had further questions
regarding ordering the new DVR. It will be my pleasure to assist you.
Manage your FiOS TV on line: View movie trailers, Video On Demand
listings, channel line-up, set preferences, get support, download Media
Manager and more.
To learn more, please visit:
http://www.verizon.com/fiostvcentral
I hope I have resolved your reason for contacting us. If you have
additional questions, or if we may be of assistance to you in the
future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Verizon eCenter”
Great, now we are back to just starting all over again. Thanks Verizon for the generic response.
04/21/11 2:05 PM – Sent Reply,
“No, you have not solved my problem, I still can’t order this dvr.”
On 4/23/11 6:07 AM, “customersupport” wrote:
“Dear A. XXXXXXXX,
Thank you for choosing Verizon. I have received your email dated
4/21/11 regarding placing an order to upgrade your Dvr. My name is
Donna, and I will be happy to assist you.
I am sorry to hear that you are having trouble ordering the Dvr upgrade.
The email confirmation will have details on cost. The DVR Upgrade fee
is $39.99. The fee is billed once the new DVR is activated.
This DVR Upgrade fee is a one time fee for the upgrade to a 500GB DVR
and does not increase your monthly service fee.
Verizon recently launched new FiOS TV DVR equipment with increased
storage and memory. These DVR’s cannot be ordered, however you can
request to be contacted when new expanded storage DVR equipment options
become available. You can sign up through the web on FiOS TV Central.
When the new DVR expanded storage options become available, you will be
contacted with options and instructions.
To sign up for a a new DVR, please sign in to your account at:
http://www.verizon.com/fiostvcentral
Once you are signed in, select the ‘My TV’ Tab then select the ‘Set Top
Boxes’ sub tab.
On the right side of the resulting screen, select the ‘Learn More’ link
under ‘Want More From Your FiOS DVR?’
Simply enter your name and email address and submit your request.
You can not receive this link forwarded from you it must be ordered from
the Verizon. site. If you security settings are to high it could
prevent the ordering of the Dvr.
I hope I have resolved your reason for contacting us. If you have
additional questions, or if we may be of assistance to you in the
future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Donna
Verizon eCenter”
Oh Yippy, we did start over.
04/23/2011- Sent Reply
“Verizon is the worst support on the planet.
What you don’t understand is I can do that, I did sign up, and I did get
the email saying I qualify, but it doesn’t work after that, I get errors.
Its not my security settings. You all are a bunch of lazy bastards who
apparently refuse to read my email and actually help me.
You might be hearing from the cancelation department, because having the
worst support on the planet makes me rethink being a Verizon customer.”
On 4/25/11 12:53 PM, “customersupport” wrote:
“Dear A. XXXXXXXXXX,
Thank you for choosing Verizon. I have received your follow up email
dated 4/23/11 regarding your continued difficulty to access online so
that you can express an interest in the new DVR with more capacity for
storage. My name is Tom, and I will be happy to assist you.
Please excuse the delay in responding to your email. I do appreciate
your frustration with doing something that seems to be of a routine
request.
Unfortunately, all your emails did not have the account number that
would allow me to assist you. I called a Can Be Reached phone that ends
with 4888 and this number could not be completed.
Please reply to this email with some phone numbers and when is the best
time to call so we can assist you. Please have your account number when
we call to.
Hoping we will be able to assist you soon.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Tom
Verizon eCenter”
Yes! Somebody is reading
04/24/2011 12:54 PM – Sent Reply,
“Call me anytime at xxx-xxx-xxxx.”
After no phone calls its now turned into an insane email mess of people not doing anything.
On 4/25/11 12:57 PM, “customersupport” wrote:
Dear S. XXXXXXXXX,
I have replied to your email of 4/23/11. I believe this is a duplicate
but if I am wrong, then please reply with the best phone number to reach
you at and give me a reasonable time frame to call in up till 7 PM EST.
Please have your account number available too.
I had called you on a previously good, can be reached number that ended
in 4888. I could not complete that call.
Verizon eCenter,
Tom”
Somehow my first name became an S. I didn’t even respond because I assumed he had seen my first email and phone number. Then call me back. Guess not!
On 4/27/11 7:11 AM, “customersupport” wrote:
Dear A. Matthews,
Thank you for choosing Verizon. I have received your email dated
4/25/11 regarding ordering the new Dvr set top box . My name is Donna,
and I will be happy to assist you.
I am sorry to hear that you are still experiencing trouble ordering the
new Dvr set top box. We are not able to order the new Dvr box for you
manually it must be placed online. I have submitted a trouble ticket on
your behalf to assist in the resolution to allow your ordering of the
new set top box. You will be advised when the issue has been resolved.
It could take up to 30 days to resolve the issue.
I hope I have resolved your reason for contacting us. If you have
additional questions, or if we may be of assistance to you in the
future, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Donna
Verizon eCenter
Not even sure where this one came from. Way to start getting random on me version.
04/27/20100 Received Email,
Guess what this was? My account being solved? Nope just another email telling me I qualify for a DVR Upgrade and I should follow this link and do this thing that doesn’t woooooork. Your Wait for the Verizon FiOS TV 500GB DVR Is Over
Again I sit here with a very broken account, paying for a DVR that doesn’t even do its 19.99 features, and I can’t get an upgrade. The only thing that apparently works is the basic service and paying my bill (of course that works).
Don’t get me wrong, I love Verizon. They have a fast network, great quality TV, and awesome features. I’ve even thrown Super Bowl that Verizon gets HouseParty to throw with Verizon Customers. I like talking about the good things about the service.
If there was another company that offered me the same services, and a customer service department that talked to its engineers, man would switch in a heart beat. Do you realize how frustrating it is to go back and forth over email and get nothing. I even called, I spoke to 10 different departments. Finally found someone who was going to take me seriously, I worked with them for hours. Even did a screen sharing session, gave me that sanity stamp. Did I get a call back like she said I would?
No Response.
So that leads us to here. I’m done trying. There are plenty of services on the internet that I can go elsewhere. Its sad to see companies spend so much time competing that they don’t stop and think about the consumer. Were people too. Sometimes listening to us will get you further than what they guy next to you is doing.
In the long shot that this actually grabs anyones attention over at good old big red. Here are some reference numbers.
TT# 106613
Something 1: KMM3445981V92128L0KM
Something 2: KMM3490400V26806L0KM
Something 3: KMM3495926V18316L0KM
Something 4: KMM3529831V88644L0KM
Thank you, and good night.
Andrew
* Update 05-06-2011*
So posting this to the community forum has had the post remove now, and I got a message.
Exstatica,
I’m sorry to hear about your recent issue. The Verizon Forums is a
peer-to-peer support channel in which users help other users. Because
your issue appears to need account specific assistance from Verizon,
I’ve moved your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email,
private message in the Forums and/or the billing telephone number
on your Verizon account as soon as possible.
If you want to contact Verizon directly, please use our Contact Us link:
http://www.22.verizon.com/Residential/Support/ContactUs.
Thank you for your participation in the Verizon Forums!
OrnahP
We’ll see what happens.
* Update 2 – 05-09-2011*
So apparently Verizon can’t just find someone to help me, they have to continue to pass it around the company
“I’m sorry to hear about the repeated frustrations with ordering the new DVR and the multiple online verizon.com accounts. You are correct in your assumption because the accounts are split, its rejecting your order for the DVR. We need to get the accounts merged so you can view everything on the Verizon.net website. We want to help you out. So we can get your account information securely, please fill out http://bit.ly/xxxxxxx . Make sure to include your name, address, home phone, best contact number, and best times you can be reached by phone. Please send me a message back when you have submitted it so we can retrieve the info. Thanks!
Anthony Taylor
Social Media Escalations”
Thanks for telling me something I didn’t know. Now I have to start this long chain all over again? I don’t think so.
* Update 3 – 05-10-2011 *
Heard from Eric over at Verizon. Apparently tomorrow everything is going to be fixed and I’ll be able to upgrade my DVR and hopefully use the Remote DVR upgrade. What I’d really like is someone to credit me back for 3 months of home media DVR. That would at least make me feel like they care about their customers. We’ll see tomorrow if anything changes.