Archiving customer complaints instead of answering to them?

  • 1
  • Problem
  • Updated 4 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

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.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
  • confused, frustrated, annoyed

Posted 4 years ago

  • 1
Photo of Brad

Brad, Viasat Employee

  • 3510 Posts
  • 1317 Reply Likes
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!
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
You archived my thread that I made today complaining about a local provider who forced me to recall 4 times due to not giving me the proper information I needed, cancelled my appointment because they couldn't send me a reminder, and said they didn't know to some of my questions. I wasted 4 hours just to get nothing out of it. You never replied at all or made any recommendations, but just gave the cold shoulder and disregarded the complaint. I offered to give you the local provider's number to show you what I've dealt with-because that's all I know what I can do-but no reply or anything, just an archive with no help or recommendation. I just want to do business, but I can't do that when the local provider is making it more complicated than it should be, and doesnt know how to do their job. I hoped you guys would address something about it so I can actually get the service, but you did the opposite. There's nothing I can do at this point but switch to another service. My trust is lost now, sorry.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
Not sure what your post was...I would have to look back through my email and see if I could find the link to it and maybe I could offer in site as to why it was closed. That being said though if you look for Exede Matt he posted about the etiquette for the forum and reasons posts would be removed or titles changed.

What is your specific issue you are having? You having email issues, slow speeds, poor install.....?

If you tell us what your specific problem is some of us forum members might be able to help.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
It's not a technical problem, it's just that I've had to call back four times to set up the service due to misinformation and lack of letting me know what is going on, and my experience that I wrote about in the other thread. The problem is with a local dealer, the only way for me to get Exede where I live, and I'm not sure what else to do about their lack of care for their customers other than to report them. I keep getting stalled from having my service set up, and I have to keep telling my gf I don't know why the local dealer is making it unnecessarily complicated to set up something that should be easy to set up. It's mainly a complaint, to put it bluntly. I saw a bunch of threads with complaints and thought this was the portal to state concerns with the service in hope that they get fixed. If I can't trust the head company to get my local dealer to cooperate, then how will I be able to trust going into a 24 month commitment when nobody will do anything about what is happening? I'm sorry, but it's too much of a risk. All I have to say is, the local dealers are lucky they can have a job where they don't have to know any answers to the consumer's questions, provide accurate information to them, give them a proper explanation for cancelling appointments without letting the consumer know in a reasonable manner, or spell correctly. I don't know what to do at this point, but I can't enter a 24 month commitment with a local dealer that I can't trust in any way.
Photo of Jim

Jim

  • 542 Posts
  • 279 Reply Likes
Kurisutian, Are there other local dealers you could try? Are you aware that Dish Network does not have their own satellite internet but resells Exede and HughesNet. You definitely don't want Hughes and most people agree that the Exede plans through ViaSat or a local dealer are better than the DishNet plans. Good luck as you move ahead.
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
No you are correct this is a place to post your concerns, questions, comments etc. (in a polite professional manner as this is a company website).  Now for the dealer issues you're having as Jim said look on exede's website and see if you can find a different dealer to go talk to and see if you can find someone that will actually take the time to care about their customers.  Secondly when you talk to the social media team make sure to give them the name of the dealer that you are having the issues with so they can escalate it and get corporate to contact that dealer.
Photo of Brad

Brad, Viasat Employee

  • 3510 Posts
  • 1317 Reply Likes
Sorry, for the frustration and I never saw your original post so maybe one of my colleagues archived it. Let's do this, email us at exedelistens@viasat.com if you haven't done so already and include your account info. From there if you're wanting to I can do what is called a Sales Channel change if the problem is with the dealer and see if we can change it to someone else and we can do a formal tech complaint as well. We will gladly help those that need it. 
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Thanks, that's all I wanted. I'll prepare an email. What should I include as my account info? Name, address, phone, etc.?
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
if you have your account number or the phone number attached to your account that's all they need to pull up your account.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Alright, sending am email. Thanks for the help.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Alright, email sent. I'll see what happens from here.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Okay, so the local dealer cancelled the appointment a second time, this time I have no idea why, because they didn't give me a proper explanation. That, or the installation guy is really late. I sent an email as directed and don't have any response. Maybe nobody has checked yet. What should I do from here?
Photo of Knight Rider

Knight Rider

  • 957 Posts
  • 536 Reply Likes
It usually is next day on a response from emails just because of the number of emails they get.
Photo of Diana

Diana, Viasat Employee

  • 2408 Posts
  • 475 Reply Likes
Hi Kurisutain Racer,  I do not see an email regarding your issue in our mailbox.  What email address did you send it to?  I'm here to help and waiting for your email to exedelistens@viasat.com. Thanks
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
I should clarify, my email is krishaaracer@hotmail.com, though I'm using my other email, mysteryracerfan1@gmail.com on this website. Try to see if I sent it through krishaaracer@hotmail.com and tell me if you can find it or not.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Also, this was the email from the installer, but it looks unprofessional. It's a bit sketchy when the local dealer can't even spell right, which is why I'm concerned. The only thing I didn't include was the number for the safety of the guy, but I'll give it to an exede rep if asked, and even FWD the email too:

"my name is jeff jacobsen. we are trying to schedule your appt. your vice mail won’t allow us to leave you a message. please call us so wr can work on a date"

Copied and pasted, word for word exactly. Doesn't look like an email that a real professional installer would send. I called him back at his number and couldn't get a hold of him. When I called the second time, it went straight to voice mail, which means he deliberately avoided the call. He told me to call him at his number, which made it seem sketchy when he deliberately didn't answer it.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
And I sent it to the email you told me to. Do you want me to resend it?

EDIT: I'll resend it, one from my Gmail and one from my Hotmail.

EDIT 2: Seems like you guys received my email. This local dealer is making me feel uneasy. I'll be checking my bank balance until then to make sure they aren't withdrawing funds illegally. Not blaming Exede itself at all for this, but the local dealer seems suspicious. I could be wrong, but when my personal info is on the line, I'd rather be safe than sorry.
(Edited)
Photo of Diana

Diana, Viasat Employee

  • 2408 Posts
  • 475 Reply Likes
Hi Kurisutian Racer, Thanks for taking my call. If you have
any issues with the new appointment, please let me know. It was a pleasure
speaking with you yesterday.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Thanks for the help, and no problem. I asked the woman 3 times that she would promise there would be an appointment on Thursday, and she said there would be. I expected them to do something like not committing to their promise, as usual. But you seem more trustworthy, so I'll give it another go again on Wednesday. I'll let you know if there are any more problems.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Okay Exede Diana, we had a promise over the phone that the appointment would be October 14th, so I think it's your responsibility to explain on the behalf of the message board users and I why I'm receiving this from the guy again:

"There was never a scheduled date. We left a VM a few days ago when the order came in but no calls back. This was a last ditch effort to schedule it. Thanks for the reply"

I thought we had a scheduled appointment, Diana, as you promised, after apologizing to me for what has happened. I took your word seriously, so why don't you want to show me that you're serious about this? Why are we going back to square one again? And yes, I tried to call the guy back, but he never picks up.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
Okay Exede Diana, we had a promise over the phone that the appointment would be October 14th, so I think it's your responsibility to explain on the behalf of the message board users and I why I'm receiving this from the guy again:

"There was never a scheduled date. We left a VM a few days ago when the order came in but no calls back. This was a last ditch effort to schedule it. Thanks for the reply"

I thought we had a scheduled appointment, Diana, as you promised, after apologizing to me for what has happened. I took your word seriously, so why don't you want to show me that you're serious about this? Why are we going back to square one again? And yes, I tried to call the guy back, but he never picks up.
Photo of Kaotic Technologies

Kaotic Technologies

  • 281 Posts
  • 120 Reply Likes
You mis understand.... exede diana has nothing to do witu the integrity of the local installers your trying to get a hold of. Some people have weak moral fiber and run a terrible business.....

Find another local company that installs exede.....use the exede web site
(Edited)
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
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)
Photo of Starring Matter

Starring Matter

  • 290 Posts
  • 221 Reply Likes
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.
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
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.
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
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)
Photo of Kurisutian Racer

Kurisutian Racer

  • 18 Posts
  • 0 Reply Likes
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.
Photo of bill nord

bill nord

  • 55 Posts
  • 25 Reply Likes
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.

This conversation is no longer open for comments or replies.