Bait and switch why mislead customers?

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  • Updated 2 months ago
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Misleading customers, why do it? I signed up for the 2year contract after being assured that xx would be my cost. I asked all the questions, regarding equipment lease, after care, service etc. Was assured that my cost would not change. The 1st issue was an additional charge at installation+ $35.00 for extra cable that the huge grizzly looking installer insisted that I pay in cash. Then the service drops off for no reason. At that point, most of the time, the device can't find the network. Of course it wouldn't do it when I call in about it. Today I get a notification that my price is going up $27.00 a month since a "discount" expired after 3 months. This "discount was never disclosed to me. I called in and the attitude of the supervisor was basically...too bad.... take it or leave it. I'm certainly not a happy customer. They should have told me on the front end of the deal. Why not?
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Patti Sandage

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  • angry

Posted 2 months ago

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Andy Schack

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There is no "charge for extra cable", you were ripped off, plain and simple. 

I take it you have the new VS2 service....white modem. The service drops are something I'm seeing as well. Yesterday I was online and a page didn't want to load right, I looked down at my laptop's wifi connection and noticed it had lost connection, looked at my modem and the light was blue, looked BACK at my laptop and saw that it was acquiring the wifi again and then went back to working normally. I have already bumped this up the food chain and they are supposed to be watching my modem on their end to see if they can isolate the problem. 

For any dealers/installers reading this: your first inclination is going to be, when you run into this at a customer's house, that you have a bad modem and you are going to swap it out. DON'T do it. Viasat just implemented a NEW policy.....if you RA a modem and they bench test it and find nothing wrong, YOU are going to be hit with a $20 NPF (no problem found) fee. 

Andy
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Ivan Bludnik

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Unless Hughesnet is having financial difficulty.
It is possible that high speed satellite internet for residential customers is not a viable profitable business model.
Residential customers cannot afford to pay what airlines, governments, military are willing to pay.
It would be tough to go back to the future with dial up internet.
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VeteranSatUser, Champion

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Highesnet has around three times the customer base of Viasat. It has been around since the beginning of satellite internet.
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Sherry Dickens Hebbert

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Beware - HughesNet has lower data caps.  They will reduce your speed to 1 -3Mb after 10 to 50 Gb used depending on the plan.   I use about 100Gb a month, so they were not an option for me personally.
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VeteranSatUser, Champion

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Oh I know Viasat is better. But if they were to get out of the residential market, there is one other option, Hughesnet.
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Chilli Joshua Kuehn Fletcher

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my speed is slow with data 500k and it can have plenty of data i called and they said my area   is a 100% maxed out that is why the speed is slow I wish they would cut my bill in half because of the slow speeds up I just got 2 mb but had to wait 8 hours for everyone to go to bed it is crazy 
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Brad, Viasat Employee

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Hi Patti

I'm really concerned about the "cash only" charge that this dealer did and would like to look into it. Could you email us at viasatlistens@viasat.com? Did they give you a paper invoice of the charge so we can have proof while looking into the issue? I can also look into the signal for you too. 

As for the promotional price, our webpage www.viasat.com/internet does show the plans and state that the promotion is only 3 months. 
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Andy Schack

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Brad, from her post it sounds like it was a fulfillment subcontractor who showed up to do her install, not a retailer. 

Andy