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Why Is Good Customer Service So Hard To Find?

We have Verizon as our TV, internet and cell phone provider and sometimes I wonder why. Last Thursday night our HD DVR went bad as the hard drive quit so I called Verizon to get them to send me a new one. The Verizon rep told me they would send me a new HD DVR and he promised me I would receive it on Saturday. The rep also told me I needed to sign for the box so I stayed home on Saturday while Melinda and the kids went to an event in Philadelphia that I had originally planned on attending.

The new HD DVR box showed up on Monday and when I went to hook up the box I noticed it was different then my box that just died. First thing I noticed was my old box had a coax input and output but the new box I received had only a coax input. Let me just clarify when I say new box that means it was new to me because the box was an older model of the one that died on me. Why the hell would Verizon send me a box that was older then the one I originally had? That is a mystery to me but what really pisses me off is the fact that the “new” box I received didn’t work either. It turned on but it froze and when I unplugged it to reset it, it deleted any programs that I had setup to record. Here again I needed to call Verizon which took about 15 minutes before I even got a hold of technical support person and then another hour to finally get him to admit the box was bad and in fact I needed another box. This guy wanted me to move the box all around the house to make sure it was the box and not the outlet. I knew it was the box and after threatening to cancel my service which I was totally 100% ready to do he ordered me a new box.

So if you are keeping count this is now the second box I have in my possession that doesn’t work. Today I received another box which was the same model as my original box which I thought was a step in the right direction but dam was I wrong. After hooking this box up it took a while for the box to activate so again I needed to call Verizon to get it activated correctly which they didn’t do because the HD DVR we have is a multi room DVR so I can watch my shows in any room but when I went to check the TV in my room it wasn’t working. Are you freaking kidding me? How much more of this crap do I need to put up with. I was on the phone for two hours and finally they realized the box I received today was activated but it wasn’t setup as a multi room DVR which caused my other three boxes not to work properly. Finally they fixed the problem and everything is working like it should be for now. The thing that sucks is now I have two broken HD DVR boxes that I need to return so I need to make a trip to UPS and have them returned. Thank goodness they paid for the return shipping or else all hell would be breaking loose.

So it only took a week and three DVR boxes to get this fixed and right now Verizon is on my shit list!!!! You would think an organization of there size would have customer service down to a science but from my experiences over the last week they don’t which to me is crazy.