I sent him away with no work done, called support to report the problem technician. He uploaded some of the pics, including the one of my car. I felt as if he might be casing my home for a future theft or, worse.
I will be on my guard for a while, until I'm sure that no problems will come form what he did.
I still love my service and, think Viasat is a good company, just got a bad technician but, that is being dealt with by ViaSat as it should be. Joel in Business support was very understanding and, handled my complaint flawlessly so, kudos for that.
Then he took inappropriate pictures...I would say that a service technician taking any picture of anything would be inappropriate. Hopefully you will get a replacement service call like tomorrow and with someone who is a real technician that will fix your problem.
He uploaded some of the pics, including the one of my car...Maybe that fake technician can be criminally prosecuted for trespassing? You might want to post no trespassing signs around your property if you haven't already.
As we all know installers are third-party subcontractors not direct ViaSat employees.
They will run the whole spectrum in regards too professionalism and knowledge and it sounds like you drew a real winner.
Installer have a phone/tablet app that allows then to check for line of sight within seconds ... no guesswork involved.
Installers are required to validate their work with pictures of certain key areas .... but certainly nothing like you describe. The only reason I could think of was him doing a "cover his backside" maneuver with before/after pictures if he seen some preexisting damage to something like a vehicle, a fence or something and wished to have picture evidence that he wasn't responsible.
Sounds like this guy needs a closer look to determine his suitability.
There is nothing damaged anywhere near my home - no reason for pictures, other than the "technician's" damaged truck - headlight held in by a bungee cord and, a fender of the wrong color and, it arrived in that condition - it has clearly been in a wreck but, not here, not today.
Not ViaSat's fault whatever company hired that one. Got a call SUPPOSEDLY from his office but, it was a residential line, no caller ID except the number. A search revealed that to be a private residence in Louisiana. (I'm in Arkansas.) but not unusual for services to come from Louisiana. The tech before this, the one that upgraded me form WildBlue to Exede was form Louisiana as well, and he was wonderful, professional and, efficient. This one was a real piece of work, even for this rather backwoods, laid back, beer drinking, coon hunting area. :)
It's reported and, as long as I don't get billed for that fiasco and, that so called technician never sets foot on my property again, I'm happy.
My Attenuation is a bit high but, maybe I'll just replace the cable myself - save me the headache of another shady acting technician, or call Bossier City tech back, he's good.
Wasn't a good experience but, not your fault a rather unprofessional, possibly outright shady, installer got in the system.
Edit to add why I scheduled a service call to begin with: Apx 3 weeks ago, modem statistic page read all good except Client Side Proxy said disconnected and, Health said Low Memory. Powercycling did not correct it but, a reset by support did. about 10 days after that, the modem failed to connect after several power cycles, but finally connected several hours later, only to disconnect the moment I tried to transmit anything, like send email or reply to a forum post. For a week, it would disconnect overnight every night and, need to be power cycled in the morning.
Last Friday it refused to connect at all, even with six attempts at power cycling. Saturday afternoon, I returned home form an out of town trip and, the lights showed connected but I had no internet access. I power cycled the system again and, it has been fine ever since.
Larry in Business support initially told me my modem was going bad, then he said it was a cabling issue. Either way, I needed a service call so, I scheduled one. After that call, when I called support to report the bad technician, Joel in business support said that everything looked good. SNR could be a bit higher but, it has never topped 8 here, so 6.9 to 7.5 range is normal. Attenuation is a tad high but, 12-13 is also what it has been for years and, resistance is at 2 ohms, so that's also the norm for my setup.
I have no clue what the problem was but, it seems fine now and, I have no intention of risking another service call anytime soon. Can't afford another one anyway until I am 100% certain I won't be billed for this morning's fiasco when no work was done, he didn't even tough the system here in any way, just showed up, told me the dish needed moved and, trees needed cut down, then started taking pictures. No ID, no introduction, nothing of that sort.
Dish has been on the same pole since 2004, never been a problem - it does not need to be moved and, I certainly don't need to cut down trees that are located NORTH of the dish. That tech seemed to think I did but, he also thought he needed pictures of the front (NORTH) side of my house and, my car license plate.
I totally get documenting the install with pictures but, my car has nothing to do with the install, nor does the sides or front of my house, or any part of my property other than the dish and it's line of sight and, where the cable enters the house in the BACK of the house.
A good installer installed my old WildBlue service, a good one relocated my modem several years later, a great one upgraded me to Exede. This one was just bad, and creepy, he has me worried for the safety of my belongings, property and, my own safety.
I don't blame ViaSat, y'all only have paperwork and a phone call or three to go on, anyone can look good that way. I blame that technician, no one else.
The pictures are necessary and we advise the technicians to do so to verify what issue the are seeing. This helps a great deal.
Vehicle clean, organized, clearly marked as being an Exede tech, ID badge visible around Dion's neck, uniform shirt, casual slacks. Readily identified himself on arrival, caller ID read Digital Media first call then, Dion and his last name when he called me on his cell, after calling on a company phone to inform me he would call on his cell so that I had that in case I needed to contact him while he was in route to my location.
While here he went above and beyond what was required to insure I have the best service possible and, the best speeds possible. I would recommend Digital Media as na installer/technician to anyone in the area they service.
Once before I had a tech from them out and, that one several years ago was amazing as well. They care about customers, offer great service and, give you recommendations for further improvements, like upgrading my router. (Which I know needs it but, it's working so, not right now. I will get a new one in one to two months.)
Dion got me the best SNR, lowest resistance, lowest PING and, best upload speed I have ever seen here. He did a great job.
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