A Note of Appreciation

  • 4
  • Praise
  • Updated 3 years ago
This forum is so inundated with complaints, even threats, that those of us who have had positive--even pleasurable--experiences with Exede are duty-bound to report those experiences. I am already on-record in support of this company, expressing the opinion that, first, getting a solid, professional installation, and, second, using common sense and an understanding of the way satellite internet connections work (i.e., doing one's due-diligence as a responsible consumer) are key to avoiding many problems reported here. But just the other day I experienced a fantastic response from Exede support, that I am pleased to report to others.

Suddenly, out of the blue, within sixteen minutes my usage leaped from 1.9 to 4.2 GB! I immediately came to this forum, grabbed the exedelistens@viasat.com e-mail address, and composed an earnest but sober e-mail that included a screen shot from Satellite Restriction Tracker showing the errant usage, and a screen shot from NetWorx showing that my system never used that much data--and certainly not within sixteen minutes.

Within minutes of my sending the e-mail, my usage reverted back to zero. Within thirty minutes I received a phone call from an Exede support individual, explaining that they did not know why my usage jumped so drastically, but had immediately returned my usage to zero. I had not asked for all my bandwidth back, and I had not requested a phone call; I had only requested they fix whatever was the problem. I would have been sufficiently pleased if they had just returned it to 1.9 GB, but they went above and beyond expectations in taking care of one of their customers.

So thank you, everyone at Exede for doing an excellent and timely job fixing a problem.

Dave Lampel
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David Lampel

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Posted 3 years ago

  • 4
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Exede Lindsey

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Hello David, It was a pleasure speaking to you yesterday. I’m glad we were able to pinpoint and get this resolved concerning your data issues. Please feel free to send us an email for any future problems that may occur. Thank you for the commendation (: So nice to hear you're a happy customer and are enjoying your service.
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JEP

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What would really be nice is if there was some explanation for how this can happen.  It would be useful to make the distinction between a genuine data glitch and the thousand other complaints by users who don't understand how their system consumes data.
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Diana, Viasat Employee

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Hi David, Let me express my gratitude as well. Thank You for the positive
post. It is greatly appreciated and makes what we do on this forum worth it.