Archiving customer complaints instead of answering to them?

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  • Problem
  • Updated 3 years ago
This is ridiculous. Are you guys seriously archiving threads that customers make when they complain about the terrible service? Shouldn't you guys be answering to our complaints so we'll pay for the service? This just screams sketchy to me. As it stands, if you guys aren't going to make any effort for your consumers, I guess I'm not going to get the service. I don't trust a company this sketchy, frankly, and I don't think others should too. As it stands, I'm switching to Dish unless Exede answers to our complaints and fixes them.
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Kurisutian Racer

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  • confused, frustrated, annoyed

Posted 3 years ago

  • 1
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Brad, Viasat Employee

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Hello Kurisutian Racer,

We archive threads once we feel the issue was addressed properly by our official representatives on the forum or by other users within the forum. Some of these topics are addressed by recommending the customer contact us via our Exedelistens@viasat.com email just due to needing personal account information in order to better assist them, which could even require a call, so we do help customers that ask for it on the forum. On occasion we have people jump in on a thread of a 2 plus year old topic and we'd rather start fresh with those (plus customers are free to view archived threads for self-help guidance). Hope that eases some concerns!
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Kurisutian Racer

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I'm not trying to pit the problem on Diana or attack her. I just want an explanation for what is going on, that's it. If Diana communicated with the local branch, then she should be able to tell me why they are doing this again, hopefully. I don't see any problem for wanting an explanation.
(Edited)
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Starring Matter

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At this point, it seems pretty clear that exede does not have any reliable installers in your area.  You are rightfully frustrated now, what happens a few months from now, you are installed, and something happens and your service goes out.  How many weeks or months are you going to have to wait for repairs?   Give it up man, it seems to be written in the stars, exede ain't gonna happen for you.  Crappy sure, especially if that leaves you with Hughesnet.
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Kurisutian Racer

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Well, I have Dish internet in my area, which isn't too bad. I would just have to cut back on how I use internet.
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Old Labs

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dishNet is simply Exede or HughesNet rebranded.

http://www.engadget.com/2012/09/27/dish-network-dishnet/

Maybe the chance of a better install experience - but possibly the same installer. FWIW, NRTC is similarly Exede. They simply have different support/billing channels but the infrastructure is identical.

Are there no other dealers in your area to deal with directly?

http://www.exede.com/locate-a-dealer/

Personally, I'm with NRTC since the Wildblue days but would do things differently since I'm once step removed from actual Exede support and haven't been eligible for some of the other Exede offerings (e.g Exede voice and other plans that have been available aren't to me) - but nothing that's warranted my switching just yet since none of them overcome the lack of a monthly equipment lease fee while at the same time having a trouble free experience going on three years now.   
 
(Edited)
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Kurisutian Racer

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I'm just trying to find a dealer that will give me reliable service. This Jeff guy doesn't know how to do his job, period. As long as I don't have to deal with him anymore, then I'm fine. I'll wait to see what Exede says first though.
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bill nord

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If you are this frustrated at Exede before you become a customer, I suggest you look for other internet access alternatives.  After you sign the contract you will be obligated for 2 years and if you try to disconnect their service, you will have to pay an extremely high early termination fee.  Just read the contract before you sign.

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