Back peddling & rude customer service

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  • Updated 3 years ago
When I contacted a local dealer I had planned on going with the 10 GB package. Before installation I decided to do the 12GB with the three month promotion of $20 off for three months. The dealer told me I'd have to contact customer service. CS told me that the promotion would be honored, but I would have to call back after installation. After install I called back and was told the promotion would be honored or I'd get a $20 credit for the next three months. I got my first statement today and it was full price. I called CS and was "disconnected". I called back and was told that I could not get the promotion because that had to be set up from the start with the dealer. After going back and forth, the rep then said the account notes showed a one time $20 credit but it wouldn't show up until my next statement. I then asked to speak to a supervisor and was given a complete runaround. The rep tried to interrupt and over speak me. She finally figured out I wasn't giving up and told me I would get a $20 credit on three statements, and to call back if it didn't show up. I made sure to get her name and read back to her exactly what she told me.
I am happy so far with my internet service, but am highly disappointed in customer service. After being told twice that the promotion would be honored, I should not have to call the next three months and deal with rude people to make sure I get it.
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Suzanne Griffin

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Posted 3 years ago

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Exede Lindsey

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Hi Suzanne, I’m sorry you had to call in multiple times to our customer support to finally get your 3 month credit added towards your account. If you’d like, I would be more than happy to review your account just to double check and make sure the credits have been added. Please send me your account and contact information to exedelistens@viasat.com. I will further look into this matter for you. Thank you for posting -Exede Lindsey 
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Suzanne Griffin

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Lindsey, thank you for your quick reply! I have emailed my info with the subject line: For ExedeLindsey.
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Suzanne Griffin

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I have uploaded part of an email I received from Exede showing I was to get the promotion. Personal info has been cropped out.
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Exede Lindsey

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Hi Suzanne, I just replied back to your emails. If there is anything else I can assist with please let me know. Thank you -Exede Lindsey 
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Suzanne Griffin

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Yes, I received the email. Thank you so much for your help! I appreciate it very much. Have a great weekend!