Preparing to return equipment

On July 16th I received my HMC Gateway, door lock, smart thermostat, an interior camera, an outdoor camera, and a pan-and-tilt camera.  Tried installing the Gateway on the 17th, ran into the same problem as several others with connecting, and called Support.  Went through the troubleshooting, and my case was "escalated".  
On July 29th, I called for an update.  No update; keep waiting for a call.
On August 5th, I tweeted to support, was directed to online chat, was called by the chat agent, who connected me to the WRONG Expert Care department who was in charge of TV issues (after 4 dropped calls).  Finally transfered to HMC Level 1 Support, who said, "You'll just have to wait for the Escalation Team".  I told him, "Well, I better get a call by this Friday, or I'm boxing the whole thing up and returning it and demanding a refund".  He admitted that I should have received a call by now, and said that he was sending them an email asking for them to get on this and call me.
On August 6th, the Twitter team contacted me to make sure I was connected.  I explained that I wasn't, and was still waiting for a call from the Escalation Team.  They said, "Oh, we can connect you to them!"  Great, I thought.  They called, and connected me to... the level 1 support team, who checked my case and said, "You'll just have to wait for the Escalation Team".  I told him, "Well, I better get a call by this Friday, or I'm boxing the whole thing up and returning it and demanding a refund".
Today, August 7th, the Twitter team again contacted me to make sure I was connected.  I explained that I wasn't, and was still waiting for a call from the Escalation Team.  I have also tweeted to them that I better get a call by this Friday, or I'm boxing the whole thing up and returning it and demanding a refund.
I have now been waiting over 20 days to get a call from the Escalation Team.  Just to get a call.  I have told the support people that I can infer one of two things from this: Either there are a woeful number of Escalation Team agents employed by FiOS, or the HMC system is so terribly buggy that the Escalation Team is so overwhelmed by problems that they can't even find 10 minutes to call me.
In either event, I am not holding my breath that I will receive a call by Friday.
So, looking ahead... Does anyone have experience in returning their equipment?  Will I be able to take this to a Verizon store, or will they send me a return label?  What should I be planning to do in anticipation of my returning all this equipment?
Thanks in advance.

No experience returning the equipment but you better do it soon because they only give you 30 days. And they really stick to that policy! Even if you have had problems setting up the equipment and they don't call you back, it's your responsibility to contact them (their words, not mine).

Similar Messages

  • Returning Equipment

    Greetings.
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    Thanks.

    Honestly your best bet is to contact customer service on their facebook page if you have an account. Just drop them a pm on there. They are quick to reply.
    Just fyi, you can always return equipment at a fios store or online through your account. Just go to add/change services, click on equipment then you can choose which equipment to be returned. They'll send any boxes and labels to ship them back.

  • Returning equipment exceptions

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    Honestly your best bet is to contact customer service on their facebook page if you have an account. Just drop them a pm on there. They are quick to reply.
    Just fyi, you can always return equipment at a fios store or online through your account. Just go to add/change services, click on equipment then you can choose which equipment to be returned. They'll send any boxes and labels to ship them back.

  • FRAUDULENT REPORTING OF FAILURE TO RETURN EQUIPMENT

    I recently received a notification from Experian that Verizon has reported my account as delinquent due to charges related to failure to return equipment. I returned the equipment in October 2014 and had resolved everything with a Verizon agent in January 2015. So I thought. I am currently OWED money from Verizon yet they have reported my account as delinquent! I was a very happy customer and only left because I moved to an area without FIOS.
    To add to the nightmare, I have been on hold with the credit reporting department for 3 hours! Perhaps there is someone on here that can help resolve this???

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  • Returned equipment but got charged for un-returned equipment...

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  • Billed for FIOS TV after I returned equipment and cancelled

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    Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
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  • Returned Equipment

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    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
    Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
    To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • Where can I return equipment ?

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    Your Unique Complaint ID is xxxxxxxxxx - Please Write it Down. 

    You read carefuly what I wrote I have got contract and new number but this new number is at this time only virtualy that mean when I put router on line where is sky I will have internet too olnly in your mind. Still connect to sky with old number really silly that is possible in this country. I am really sure I cant pay anything when I cancel this contract very soon. In seven days you can change your mind from any reasons !!! That I do not speak about when you get service which is not as described !!! Do you mean when they told you first we send technician on Saturday that we have sms and nobody will come is as described or when they give you router and you cant connect becouse they tell you you have not bt socket which you have is as described no is not. When I will make so manner with my customer they never will do business with me reason they will never trust me that is it. Now I do not  trust BT anymore !!!
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  • Returned equipment - still showing on bill

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    Just a friendly reminder, this is a forum where users help other users.
    It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team at 1-800-VERIZON or live chat at: http://www.verizon.com/contactus
    Choose “Live Chat.”
    If a chat agent is available to assist you, the chat link will become live after the page is fully loaded.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
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  • Can't install X1 and being billed for returned equipment..

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    >> Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    bby the way AT&T gave me $600 to bring 4 lines over so don't cancel. Go switch before dropping them then it is done by new carrier you dont even have to ever talk to Verizon again unless you want to set up pmt arrangements with them. That department was very nice and helpful I even told the nice lady if all their support was as good as her I wo not hav left her response was I hear that a lot lately

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