Recently my DVR has been acting up. Its been working 100% fine, but I’ve been hearing the tell tale signs of hard drive or fan failure. Last night, in the middle of the night, it was the white noise was loud enough to wake me up (I was in bed, the DVR is downstairs!) I unplugged it and went back to sleep.
In the morning, I plugged back in and it booted up fine. But, when I checked the DVR, poof, all the shows and schedule of items to be recorded was gone. Oh well, its not if a hard drive is gonna die, but when. Gonna take a while to recover our catalog of the kids favorites, but that’s life, I guess.
So, about 8AM, I fired up my computer, logged into the Verizon customer site, and was pleasantly surprised that some one actually answering chat support early on Saturday morning. I gave them the details and one of the first things they did was apologize for the hassle. Yeah, its a token gesture, but it was refreshing to hear.
After confirming that I had already done the normal trouble shooting steps (power cycling, onboard diagnostics, etc.) The tech said, yeah, it sounds like its done for. Before I could ask where I could swap the box locally, he said that he already made arrangements to send us out a replacement box (second day UPS.) They also gave me a case number and told me how to call the billing department and get credit for the missed service until the new box arrived.
I was so impressed I didn’t mind the minor upsale attempts to get me to upgrade to a box with more storage space or upgrade my internet bandwidth.
Switching to FiOS for TV and internet is something I have yet to regret. Rock solid reliability and awesome support (this is the first time I’ve had to tap their support in the 3 years that I’ve been with them.) Can’t recommend them enough.