3 steps to satisfying Viasat customers

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1. Offer speeds that you can actually provide. I’d take a consistent 5mbps over “*up to 25mbps” at the same price, any day.
2. Give me detailed usage data, not the relatively useless **“Activity over last 7days” graph in the app. Help me figure out how My family used 150GB in 12 days.
3. If you’re going to provide a wireless router, give it tools to help me manage my usage, such as timed access and bandwidth management. At the very least, provide a general speed setting so I can slow down my usage (see previous points).

SUMMARY: Do ***actual research with your customers to find out what we really need from you.

*1.2 mbps when you actually need it
**
***USER RESEARCH, not market research
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C

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  • frustrated

Posted 2 months ago

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Deku, Champion

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1. it says speeds up to... what they mean by speeds are UP TO is that... SPEEDS ARE UP TO BUT NOT GUARENTEED i mean... i WOULD LOVE to have ya 5mbps :3 right now... i have about... close to 1mbps... I WOULD LOVE TO TRADE MY SPEEDS FOR YA SPEEDS!!! :D 

2. well... there is something called glasswire... but its an free verison of it :3 IF ya want the full verison... then... ya gonna have to pay for it... for the 1 year license for the computers :3 OR ya can just google it up :3

3. uhhhh... hope ya know... ya just can buy your own 3rd party router and just disable the router feature onto the viasat modem... and just plug into the 3rd party router and set it up and stuff :3 and some routers have the data usage :3 IF ya want to have full control of the data usage... then... id suggest an asus router... with the merlin firmware :3 (as one of the people on here recommended it to other people but i have had a chance to buy the asus router... too exepensive for me...   )
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C

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1. Applying this logic to cars, would you be satisfied if you bought a car advertised as capable of going *up to 45 miles per hour, but in reality could barely go over 35 and most of the time only went 10 or slower? Pretty sure the lemon law would apply in that case.
2 & 3. I wouldn’t consider buying and configuring my own gear/software as Viasat satisfying my needs.
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J&J

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That speed thing with the car...

Now wouldn't it all depend on how much traffic is on the road with you?

That lets all go slow thing...

Fine until the demand is low, then we can all still go slow when the resources to go faster are available.  Not me, I'll take it as fast as it can go at all times.

It's all about the traffic.  The ViaSat system goes as fast as it can for the number of people using the Internet at any given time.  Sort of like the freeways in Los Angeles.
 

 
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Stephen Rice, Champion

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I had to take a different route home from work yesterday because an 18 wheeler spilled fuel all over the interstate. 

I always check traffic before any drive and plan my route accordingly.  Instead of it taking me 60  minutes to get home, I made it home in 90  minutes.  It was a sucky drive but it could have been a lot worse.

Other people weren't so lucky and sat on the interstate completely stopped for several hours.  Those people could have avoided sitting in gridlock had they simply used Google Maps to look at traffic data.
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C

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I understand traffic congestion (data and cars) perfectly well, thank you. I understand what *up to means (data and contractually) as well. I also understand what good product and good customer service is, and a forum of angry customers is not a positive sign.

This is about managing expectations and Viasat doing what they can to provide the best service possible. There are limits to how much data can fit through a pipe at one time, but there really aren’t any limits on keeping customers satisfied.
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mike barber

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You "hit the nail on the head". I have resolved myself to live with it until something better comes a long. It is clear that Viasat/Exceeds has no motivation to satisfy it's customers.
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Lizzie, Viasat Official Rep

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Hi C,

Please email viasatlistens@viasat.com.  Our Corporate Social Care team monitors that email inbox, and we would be more than happy to try to help you with some of the issues you seem to be having. Thank you!
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mike barber

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Therein lies the problem...  "TRY to help you with some of the issues YOU SEEM TO BE HAVING"????????  The customer should not have to go through this kind of effort to deal with issues that are, in my opinion, clearly the responsibility of the "provider".

Please refer to "3 steps to satisfying Viasat customers" above....
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Jim16

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You seem to be having.  Not we seem to be having.  That is correct.
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mike barber

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I think that's what I said.
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Jim16

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Lizzie is correct.

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