Installation problems

  • 1
  • Problem
  • Updated 4 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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This is the worst company I have ever dealt with. My debit card was charged a 60$ fee four times instead of once. I was hung up on more then once and was told that overdraft fees were not there fault. I received 4 calls the day prior to my appointment to remind me then received a call at 7:05am to remind me the installer was suppose to be at my house between 8-12 then he did not show up till 12:30. The first thing he says to me is you are aware that you are gonna have to pay me 50$ to install on a pole since you have a metal roof I said NO I told the CS rep I had a metal roof and was not told about no fee. Then He only spent five minutes on his phone then told me he could not do an install I then called the Exede cs reps and was hung up on. Then called again and was told I would have to start all over again. They then want my debit card info again. And of course I refuse. I will never recommend this company to anyone ever
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Silver Thurston

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  • I am pissed!!!!

Posted 4 years ago

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Exede Kimberly

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Hello Silver, I have received your email and have reviewed your account. There seems to be a few things off here that I would like to clarify for you and see how we can change your perspective to join the Exede family. Thank you for posting your feedback. Talk soon.
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Silver Thurston

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What needs to clarified? That is exactly what has happen to me
Yes I do now have an available balance after being out fees
(Edited)
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Exede Kimberly

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I have responded to your email and will proceed there. Thank you.
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Daniel Bonnell

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I agree pretty bad. But did you us dirty language? As a customer service manager, employees are to tell you first to please settle down and we can work this out. Please do not use that language. After you have been told, then they can hang up on you. They are there to help you and they can do it if you don't give them a chance. I agree, I also would be upset, but its not the person who answered the phones fault. Its like if my electric would go off and I called you. If I gave you the chance you would tell me to call or I would transfer you to someone who could give you more help. If I cussed at you and you asked me to settle down and we would work this out, and I kept on yelling at you, of course you are not going to get any where, so just hang up. CS are not there to get yelled at they are there to help. I agree with you , you should have the overdraft refunded to you, but basically it can only be done with credit on your bill, they do not have access to a check book. You can also call you bank and explain, you never know if they processed it 4 times, and wasn't even Exede's fault they need to do their research, and some times it might take a day or two. I agree, this is not fare to you, and you are out $180.00 for that month, and really three months. If you are like me, I had that $180.00 allotted for other bills. These big business wants their money now, but they seem to cant refund it right now, but that is how it works. But the best thing is to get in touch with you bank, they can also reverse the payments. By chance during your rage, and I am not blaming you, I would be upset to, but did you use the word sue? IF so that is the end of the conversation, you are going to sue us, a CS can no longer speak to you. It is now up to the lawyers, so before you ever think about thronging that word around remember, a CS (customer service) can no longer talk with you and is not their fault, you was the one who said you was going to sue. Not saying you did say that, just saying if you did. Customer Service Reps have rights also. As I said, I would be upset too and I would be really mad, but I need to take some deep breaths, even if it is to say "I need to be connected to the billing department because of a mistake in the bill. Still, is not there fault either, because you bill is computer generated. I know probably more then you do, its so hard to stay cool. I hear it all day. But I get paid to hear it, the CSR doesn't get enough to be yelled and cussed at. Then I also understand you other problems, and I am sure if you all them to work it out, they will. They want your business as much as you want to use it without any problems. I am not a customer service manager for any part of this company, ours I believe is a lot bigger company. So are company might of different policies. But I would bet you are going to find out that it is a problem at the bank. But I know we would give you still some type of credit for all you have been through. Exede is a good company and hang in there you will find out they are there to help and they do a great job of it, just give them a chance and see if they can help. You might end up talking to 2 or 3 different people, but remember each time you are transferred the higher up you are going and the larger you credit will be.  But I would check first with the eft at the bank, and if they say they will correct it, make sure you also tell them about the Overdraft fees. Best of luck and hope all will work out great, please let us know how it turned out, I would like to know.


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Silver Thurston

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I honestly did not use any bad language nor did I raise my voice at anybody. I did call my bank immediately and spoke with the bank manager who did waive the OD fees for me because he could see where the four transaction were refunded within 5-10 min later and the fact that I have never over drafted before.
The Exede Kimberly above did conversate with me via email and has rescheduled another install. I will update after wendsday. I just hope they send a different person because I might just not be so nice the next time if they are late or don't take there job serious
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Vince

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Go Steve, but check out my post before you go through with this company any more  It doesnt get any better
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Silver Thurston

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The same installers have been here at my house for six hours these poor guys are only given a compass They were unable to find a signal Now I have a hole in my wall and a big hole in my yard. I requested that different people be sent these guys clearly are not given the equipment they need to do a proper job. This is a pic of the inside. Ill post a pic of the hole in my yard and the ruts in my yard they are making trying to pull this poll out of the ground later. I am pissed
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Vince

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Wow Silver, must be the same ones I had...At least mine was so crappy on the pole that I was able to pull it out of the ground today after lifting the dish off to get ready to send back asap...The concrete never took and they put way too much water, so that would have been nice in the VA wind and snow for service huh?  In case you didn't find my post..here you go  and don't let the tech do your electronic signature  that happened to me yesterday...
                                                                 EXEDE INTERNET  11/12/14

 

So here is how my past couple of days have been and I want to share for the out in the country folks with not much internet choice...

The worst service, promises, and customer service ever experienced in my lifetime. Called for info on Nov 5, signed up for what I was told would fit my needs by Devon a sales rep in FL, and scheduled an APPT for that Fri.  The appointment was lost, I called and spoke to Tiffany that Fri, and she had no apology or anything other than a bad attitude, and rescheduled for yesterday.  When the guys came out and installed, the service would not even load Facebook...When I asked the installer what the problem was, he said "I don't know anything about it, I just put it in."  Then I called technical support and after 1 3/4 hours still had horrible speed after rebooting,  unplugging the modem etc etc.  The data usage for one day was at over 7 %...Ridiculous.  Also I NEVER authorized the electronic signature on the 24 month contract which was supposed to be done at the time of installation.  The "Installer" had to have done that or at the home office...never me...

 

So after a night of reflection I decided to cancel today (less than 24 hours later) and return to my other provider..I spoke to Shadi first and explained my situation and she told me I owed 360 termination fee.  I asked for a supervisor and got Ben, Employee number APR1108 who refused to budge at all, and said that my credit card will be charged on Dec 12 for 360, and if it doesn't get paid I will be turned over to a collection agency.  They are sending a large box now in 3 to 5 days for me to take down their dish from the pole and return the equipment to them within 20 days or another more than 300 charge will apply.  Gladly will I do that asap...

 

So anyone thinking about this provider, please be smarter than me and don't believe all the positive reviews on the web that I bought into, or the sales pitch.  I need the internet all day to work from home researching music gigs etc, and was lied to about the capabilities and the cost of EXEDE Satellite Internet.  Just check out the community page on their own website and you will see how many people have been taken advantage of by this unethical firm.

 

http://www.exede.com/blog

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Silver Thurston

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I am actually kinda glad now after reading just a few of these reviews that I am not one to get ripped off.

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