Absolutely rediculous!!!

  • 1
  • Problem
  • Updated 9 months ago
  • Solved
I just cancelled my subscription!! This company charged me 300 dollars for equipment that their damn TECH guy took!!!!! Are you kidding me??!!

I'm over in Iraq right now and I've called 7 different times with multiple tickets and it's the same old song and dance!! For the life of me I DONT HAVE YOUR DAMN EQUIPMENT EXEDE!!!!! What the hell would I do with old equipment!!

Absolutely rediculous!!!
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christoper sullivan

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  • Pissed!!!!!!!!

Posted 9 months ago

  • 1
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Matt B, Viasat Employee

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Christopher,

Have you sent us an email as I suggested in your other thread?  We can't help you until we have your information.
ExedeListens@viasat.com
(Edited)
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Matt B, Viasat Employee

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Christopher,

I have your email, and am investigating your issue.  Expect a response soon!
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christoper sullivan

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I have sent over 10 emails. I've called. I've done everything. As a soldier over here I do not have the time for this anymore. It's literally pointless.
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christoper sullivan

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Your response will be exactly like all the others, "The TECH guy doesn't have your equipment so the 300 dollar charge will stay"

I've said it before and I'll say it again.... The damn TECH guy took the equipment and I don't have it!!!!!!!!

That's why I just cancelled my subscription. I know it's not your fault but some way to treat a veteran! Hell I only use your company's internet 2 months out of the year! The rest of the time I'm in Iraq, and I still make the full monthly payment every month.

Truly unbelievable!!
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Matt B, Viasat Employee

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Christopher, 

I do understand your frustration.  I'm in the process of reviewing your accounts right now. 

I just replied to your email, asking for more information from you.  The more information you can provide, the easier we can come to a conclusion you will like!
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christoper sullivan

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I responded to your message.

With all do respect you are the 7th person that has wrote tickets, reviewed my account, and everything else! I truly believe this has to go to the VP or someone at that level!! I'm just about 100% sure your response will be like the last 6 people. It's just the same response over and over and over! "We can't help you the 300 dollar charge will stand"

Hell I'll even bet you 300 dollars that it will be your response! Lol
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Judge and Jury

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 It's just the same response over and over and over! "We can't help you the 300 dollar charge will stand"
Hell I'll even bet you 300 dollars that it will be your response! Lol
Ooops!   Exede/Alex just confirmed you will get a $300 refund.  ☺
 

 
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Judy

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Why should Mr. Sullivan have gone through so many people to finally get a refund. Twice at the most should be sufficient. And go through all that frustration. Your customer service really has a lot to be desired.
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Alex, Viasat Corporate Communications

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Christopher, I'm really sorry to hear about this mess. Matt will get this cleaned up pronto and we'll refund the $300. Our apologies ... and thank you for your service.
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christoper sullivan

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I really hope so sir. Thanks.
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Greg Ward

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I had Exede for over two years. But when my subdivision in Hawaii got fiber optic based Internet unlimited data at 11 Mbps for only $12 a month. It was a no brainer to drop my Exede service even though it had worked flawlessly.

When I called billing they immediately cancelled my account with no additional monthly charges. Then they sent me a special padded box for the dish's transceiver, modem and power supply with a free UPS label for the return. As soon as I dropped it off their system automatically considered it received according to customer service. I get to keep the dish and mounting bracket and will see if the installer can reuse it because in Hawaii we like to reuse and recycle things as much as possible.
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christoper sullivan

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Well I'm glad to hear that you had success with that. Unfortunately with me it was almost the total opposite. My TECH guy came and switched out all my equipment and took the old stuff with him. Now I'm getting billed for equipment that I don't even have. Hell what uses would I have for it? They gave me all new stuff.

The sucky thing is I'm over in Iraq trying to get this taken care of all hours of the night. It's been pretty over welming over here and I can't be up all hours of the night trying to fix this. So I had to call and cancel my service today. It sucks because I like the service but I honestly can't keep going back and forth all night long everyday.

Again I'm glad you had success with how things ended. Thanks
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Matt B, Viasat Employee

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Christopher,

I've just sent you a reply, and I believe you will like it!

If you have any more questions or concerns, please email us directly.  We are located at the corporate headquarters, and are in a better position to fix errors such has this.
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christoper sullivan

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Thank you. I'm checking now.
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VeteranSatUser, Champion

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Returning equipment can be a frustrating experience. I know you said you didn't have equipment to return in this situation, but I have heard others express similar frustration.

Anyhow, thank you for your service Christopher, take care, and get home safe!
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Bev, Champion

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I had a similar situation when I transitioned to a residential plan from a business plan. I got the wifi modem so, did have my old modem to return but, the TRIA was still in use so, could not return it. What I did was take pictures of the tria and, put a note giving the account number and my info for where the Tria was being used, and thus included in my new equipment lease on my residential account. That prevented me being billed for not returning the ttria. Maybe returning empty boxes with the pertinent information as to what happened that you are unable to return equipment will help keep the returns processing straight and, avoid customers being erroneously charged in these unusual situations where boxes are sent but, there is nothing to put in them.

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