AN OPEN LETTER

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  • Updated 3 years ago
  • (Edited)
AN OPEN LETTER


Mark Dankberg

Chairman of the Board and Chief Executive Officer

ViaSat

https://www.viasat.com/about/executive-team#2


Far too often in the culture of consumerism, the only time when
a large company hears from its customers is when we have a complaint. I
have always made it a point to also convey recognition for “a job well
done.” This is one of those moments.

I have been a loyal customer to Exede ever since the company
had penetrated this market. Over the years I have paid for a service in
which I have been quite satisfied with its overall operations. This
includes the technical and customer service aspects of the company.

As of recent, there has been an unfortunate impasse between
Exede’s policies and my principles as a paying customer. Understandably
this deadlock between company policies and customer’s principles had
continued for a few months for it is the feasible “nature of the beast”
between company and customer relations.

Today, my complaint was addressed and my issue was resolved. A
young lady by the name of Christian (sorry I do not have her last name)
from the Midwest Executive Escalations Team  excelled in
customer service excellence for Exede. Ms. Christian expressed empathy
for my situation. She was able to identify the problem, approach the
problem, and then create a comprehensive practical plan that not only
resolved my current issue, but laid the foundation that will prevent a
repeat occurrence.

Kudos to ViaSat as an OUTSTANDING team that has created a
corporate culture of putting PEOPLE 1ST NOT PROFIT!! Exede excels in
EXCELLENCE.

Signed,

No longer of disgruntlement and still a loyal customer.
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Jay Boogie

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Posted 3 years ago

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Starring Matter

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I suspect that phone number will be changed by end of business today!
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Brad, Viasat Employee

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haha  yeah I edited the post to take it out because that's part of a special team.
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Jay Boogie

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You know I was very concerned about that and I was hesitant to include it, but the rationale was that it is a national phone number. So that is why I included the number. My apologizes special team. Thanx Brad for removing it. Please contact me so that I may know the last name of Christian.
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Brad, Viasat Employee

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Oh no problem at all! She's part of a very small team (like our team on the forum) so we knew exactly who you were talking about as will our higher ups. 
(Edited)
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Jay Boogie

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GREAT, SHE DESERVES THE ACKNOWLEDGEMENT 
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Gregory Davis

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I have been a frequent visitor to the many issues posted in this forum. It's great to see some of these that are of a more positive nature. I know that Exede is NOT PERFECT but, as I've said in several of my posts, that they are very customer "first" in the issues/problems that I have had with their customer service/technical support area.
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Jay Boogie

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Thank you for your comment. I concur that Exede is not perfect, but they do practice OUTSTANDING customer service which is very important in today's world. Just ask IBM. lol
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Bev, Champion

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I have no complaints and often praise Viasat but, I'd say they are moving toward a better balance of profits vs. customer satisfaction. Maybe I'm too much of a realist but ANY for profit company put profit first, that's what they need to do to become or remain a viable operation. I don't fault them for that, many great companies that are both great to work for and work with as a customer do that - in fact the best do.

They are in the service industry, they provide us with a service, so yes customer service is a huge part of making those profits but, the bottom line is, they are good with us because they need us to keep paying for the services they offer to keep making the profits they need to launch more satellites, develop more services to offer and, gain more customers to keep the cycle going and, climbing.

They are doing an excellent job of it too and I'm a happy customer but, I still say that profits come first, though that does mean making customers happy because a happy customer will keep paying for the services and, will be good word of mouth advertising to get new customers and more customers means more profits.
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Jay Boogie

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This is true, in a capitalistic society a company's main goal is to operate in "the black" with minimum overhead and maximum profits. What we be the point or purpose otherwise. Right? Supply and demand. Yet for far too long large businesses have lost sight of what and who are keeping them viable.  Company and customers are symbiotic.  Large companies that fail to ascertain the needs of the customers via "customer service" loses the vital opportunity for growth and sustainability. As you have stated yourself, "a happy customer will keep paying for the services and, will be good word of mouth advertising to get new customers and more customers means more profits".  Thus it is imperative that in order for any company to grow, it must focus on the needs of its customers in order to become profitable. Great customer service equals increased profitability. Profitability does not equal increased customers. Thank you for your comment.
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Brad, Viasat Employee

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Hello Jay,

We are really glad to see this and to hear that our friend Kristen helped you out and left you a happy customer. 
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Bev, Champion

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It's the same for any company that provides a service, to increase profits, you need more people paying for your service, to get that, you need to give them what they need and, a little of what they want, as long as profits allow you to give them what they want.

Give a customer something of $100 value now, keep the customer and, the customer adds more of your services or upgrades to a more expensive service you offer. You gave 100 and will gain 1000 over the coming months, that's a smart trade. Anyone would be a fool not to trade 100 for 1000, even when that 1000 takes a few months to get.
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Diana, Viasat Employee

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We are so appreciative to hear and thank all of you for the positive feedback. It's great see you took the time to do so!  Thank You. Thank you all!  Exede Diana