Bad Service Call

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  • Updated 1 year ago
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  • (Edited)
Well, my service call this morning was a bust. First the technician, if he was even qualified to be one, wanted to move the dish and make me cut down trees. Then he took inappropriate pictures of areas that do not involve my Exede service at all, including the front of my home and, my car license plate, sides of the house, my shop and barn which are 500 feet from the house, etc...

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.
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Bev, Champion

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Posted 1 year ago

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Steve Frederick, Champion

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Bev, you were wise in running that guy off, and then reporting him to Exede. He is one of those techs that should not be allowed to represent ViaSat/Exede. Good luck in getting your service call completed by a reputable tech in the near future.
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R Frederick

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Wow, sort of borders on stalking particularly if he uploaded the photos of your car, etc. Did he do that on a Facebook account or some other form of social media? If something bad happens as a result of a technician's behavior does Viasat bear any responsibility? Not saying that you would do anything if he came back and robbed your house. Just wondering about the ultimate responsibility particularly in light of how service technicians are screened (are they screened?).  I would think the company would be very concerned about something like that occurring. Things similar have happened when people in my area have had construction work done. Some of the workers or subs have "cased" the area and not only is the home that had work done hit but also neighboring homes. Scary hope this is dealt with quickly and all is well.
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xode0000, Champion

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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.
(Edited)
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Gwalk900, Champion

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WOW,

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.

   

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xode0000, Champion

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Installers are required to validate their work with pictures of certain key areas...
I fail to see why.

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.
That technician uploaded some of the pictures.  There is never a valid reason for doing that.  The only motive I can see for that is something along the lines of theft or doxxing.

Sounds like this guy needs a closer look to determine his suitability.
Hopefully, ViaSat will take a closer look at the 3rd party installer this supposed technician works for as well.  That 3rd party installer has a lot of explaining to do.
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Gwalk900, Champion

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Installers are required to validate their work with pictures of certain key areas...

I fail to see why.


The failure of an installer in certain key areas can have an detrimental effect on  a users system, mandate otherwise unnecessary Truck Rolls and just generally frustrate subscribers.

Key areas:

Mount placement and mounting bolts: Properly located, LOS, properly weatherproofing of mounting bolts

Proper coax, proper grade of connectors, use of dielectric grease on all outdoor connectors.

Proper grounding of Dish and TRIA.


Those are a few, there are others.

Installer doesn't get paid until he "proves" his work. Some have been known to falsify their work by submitting pictures of a quality install over and over.

   

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Bev, Champion

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Well, he won't be using my pics for that and, if Viasat wants more pics of my install, they have but to ask me for them. By now, I imagine half of all of ViaSat knows what pics are of my house, also know what I drive, where I park it, what brand of air conditioner I have, how many panes of glass are in my front door, etc... (UGH!) He did upload many of the pictures, over 30 - totally uncalled for but, at least ViaSat has them.
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Jim, Champion

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Why do you think ViaSat has the pics?

FYI: Technicians in the process of becoming certified are required to take pics of their work for the first few jobs they do.( Of course these would not include some of the things you mentioned.) After that ViaSat does not require any pics but some retailers or fulfillment companies may. One of the companies I do work for requires pics of the front of a business but not of a residence. ViaSat does not require background checks although some retailers, sub-subcontractors, etc. do.
(Edited)
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Bev, Champion

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I spoke with Business support as soon as possible after that "tech" left and, the representative I spoke with had the pictures. 

Pictures of the dish and it's line of sight, how the cables come in to the BACK of the house and, even of the modem location inside I understand. Pictures of my car parked in FRONT of the house, the air-conditioned on the SIDE of the house or, of my barn and shop 500 ft EAST of the house I do not understand nor like - only reason I see is that he was taking them because he was casing my property for a theft or other nefarious reasons. I would have even understood a picture of the mailbox to show my address but, the is the only thing he didn't take a picture of. Besides, regardless of what, 30+ pictures for a satellite service call is extremely excessive.

Just hope he reads the sign posted near my front door. :P (it isn't entirely a joke even if it might seem to be.)
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Bev, Champion

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Definitely needs a closer look. Place is posted and, yes my cousin, the county sheriff already knows how uneasy that guy made me feel. When it's a minimum of 20 minutes before help can reach you, you cover your tail before something happens.

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.
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Diana, Viasat Employee

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Hi Bev, I am so ,so sorry you had this experience with the technician!  Has a new service call been scheduled?  Please send  an email to ex I also want to make sure we get the right technician for you. Thanks.
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Bev, Champion

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No new service call, my system is working fine for now. I did email exedelistens@viasat.com with screen shots of the only contact that tech made with me prior to his arrival. I named him Hal Exede because all I got form him was "Hal" no company, no phone number, no last name, nothing - just that text. Even checking the info on him in my phone, nothing and, clicking the "call" button only gets me to sending a text message.

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.
(Edited)
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Diana, Viasat Employee

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Thanks Bev! I have started doing the investigation with the agents you spoke with and will follow up with you through email.  

The pictures are necessary and we advise the technicians to do so to verify what issue the are seeing. This helps a great deal.
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Bev, Champion

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I understand pictures of the install, cable into house and, line of sight - not the rest of my home or property. My car, the front and sides of the house have nothing to do with the install.
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Bev, Champion

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Mark this once ANSWERED. Jason J called me, made it right. Once again Viasat has provided outstanding customer service. :)
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Bev, Champion

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Got a different Technician to come out today. Dion with Digital Media, Inc. was amazing. He went through the whole system, tested everything, replaced what needed replaced, spend 3 hours doing some trial and error to be sure I had the best signal and, best numbers possible. Once again Digital Media proved to be a wonderful company for installers/technicians.

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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Bev, Champion

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My technician today definitely did good - peak hours now and, still looking good. I am a very happy Exede customer today :)

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