Installation problems

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
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 wouod 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 useage 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 agaency.  They are sending a large box now in 3 to 5 days for me to take down their dish from the pose and return the equipment to them within 20 days or anothr more than 300 charge will apply.  Gladly will I do that asap...

So anyone thinking about this provider, please be smarter that 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.
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Vince

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  • angry and disappointed

Posted 4 years ago

  • 1
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Exede Kimberly

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Hello Vince, this is certainly not the kind of impression we like to leave our customers with. I'm very sorry you went through this negative experience with us and if you ever need anything, we will always be here to help. I hope you enjoy the rest of your day.
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Vince

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Wow Robert...And I wish I had found this page before I ordered the service and not gotten sucked in by the phony reviews that are actually ads...I am recently retired,66, and on social security.. I had a WISP provider that thankfully did not disconnect me yesterday and helped me get back on their plan today.  This is a chunk of money for anyone, especially when it has been so misrepresented in terms of the service they actually promise and then do not give. That is just plain disgusting..I think we should band together and do something here in terms of class action or something...Just emailed a great friend in DC high up in the FCC and will see where he thinks it should go...
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Vince

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PS...Thankfully I had a pole install, and already took the dish off the top and was able to pull the pole straight out of the ground..Nice install and concrete job right?  At least that crappy installation worked to my benefit to get it out of here...
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Daniel Bonnell

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Kimberly is a great employee for the company. You can tell she really enjoys her job and backs the company she works for. I like Exede, have never had any problems. I did a lot of research when I found out I had to go with satellite internet at my new house. I hated that I went for 50 meg to 15 meg and was able to use my internet as much as I wanted and any time I wanted. I had my phone service set up through the internet, great deal for a phone system. I was able to have a phone in every room and every body that need to use the phone just picked up there phone and use it. Incoming call could be directed to a certain person. Just tons of features I had. I was a great phone system. I have home automation, and got the weather announced every hour. Cant do that now, it a waste of my allotted time. But this is all the choice I had was satellite internet. I believe I made a good choice picking exede. So far I am happy with it and I don't notice a big speed difference, only with downloads. Downloads, I try to do after midnight to save my time. So since I cant have cable out here, and I enjoy my new home in the country,  Exede is the best deal I found.

If you find something better let us know, but I don't think its out there unless you can get cable or through you phone line. I cant get either one. I am sorry you had problems and dropped the service because I don't think you are going to find any one any better. I hate to hear you got bad customer service, and I know that will leave a bad taste in you mouth. I am a Customer Service Manager and I know how you can really have it hearing everyone's problems. Everyone thing the supervisor can take care of the issue. Some times we can and some times we cant. I don't work for Exede, I thought I should tell you that, I would never keep a employee who would treat a customer badly, the customer is who is putting food on my plate. But the rep was doing what they are told to do, to cancel there is a fee. No longier then you had it, I believe I should had been handled differently. The rep could had contacted a supervisor or a manger with this issue. Well I just hope you like you new company and they treat you like the way they would like to be treated.


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Vince

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Hey Daniel, so knowing what you do how would this grab you with the email I just received this evening..First of all, they said it wouldnt be charged until Dec 12 and now this?  

Thank you for being a subscriber to Exede Internet, provided by ViaSat. Your monthly bill is ready for account 302584416. The charge to your Credit Card is
 $409.62.

So glad yu ar ehappy with them..My carrier that I found is a radio delivery system called WISP and it is 49 pe rmonth with unlimited useage and better speeds and reliability than EXEDE and NO CONTRACT,,,,
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Mark Revelle

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I just got duped by exede.....the other company I tried did not charge me because the signal would not perform....that is integrity....your company knows it is "sticking" people....I am going to pursue legal means to try and stop exede internet from ripping people off....judgement day is coming
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Theodore Lyons Porter

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Vince,
I believe there is a federal law allowing you 3 days to disapprove of any sale without penalty.
Isn't this true, Exede?
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Brian, Champion

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I'm sorry...did I sound unsympathetic?

Contracts can be so binding sometimes.
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Vince

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Not really Brian, and I understand your point..I am just so dicouraged by this entire thing, and they billed my card yesterday for 409  360 termination and a month of service even though the dish is taken down and waiting to return...Have a great weekend...
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Exede Kimberly

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I am still here to help Vince. Feel free to send me that email. Thank you.
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Vince

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Ok Kimberly..not finding your email addres though...
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Steve Frederick, Champion

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 exedelistens@viasat.com in the Subject line put Exede Kimberly