Trouble with service

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  • Updated 5 years ago
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We signed up for what we believed to be a trial of services with Exede Internet; the ViaSat affiliate that installed our services was Ikaycom.com based out of St. Cloud, MN. I have never been so disappointed with the (lack of) customer service that I've received from Exede; my customer history only lasts 6 days with this company. We were blatantly lied to by the installation/sales company and were under the impression that we could try the service for 30-days. Here's the scenario: A sign was posted in the rural area we live in and we contacted the phone# on the signage. Mary (Ikaycom.com) assured us that Exede would more than meet our needs for internet services. We explained to her that we use our internet primarily for online streaming and video. She was forth coming in that Exede offers data plan packages, the 10GB service for instance, would give us 10gb of data at high speeds, after the 10gb were used the service would slow down; she likened it to when your cell phone goes from 4G to 3G coverage and stated we probably wouldn't even notice the difference. We made it abundantly clear that we would not sign a contract until we knew that the service worked for us; to which she replied we could try the service for 30 days. Fastforward to Monday, 08/04/14---installation guy shows up, sets up service, and we couldn't be happier; very excited to give Exede a try. Sunday, 08/10/14 our internet service all buts stops, so we make a call to customer service to see if there is a problem. ViaSat service rep tells us we have utilized our data usage and that our service has been restricted to email service only for the remainder of the billing cycle unless we chose to purchase a higher data plan or individual gb of data. We decided this probably wasn't for us and asked that services be cancelled. We were then informed that Exede would charge us a total of $345.00 for early cancellation of services...you can imagine our outrage. After speaking to several ViaSat representatives/supervisors we got the good old "there's nothing we can do for you" even though ViaSat would be who charges us the cancellation fee.

Now is it ViaSat's fault that there affiliate lied to their customer? NO, but do they have the responsibility to help resolve the problem? ABSOLUTELY! Now that we have been backed into a corner, we will be filing complaints for fraud and unfair business practice with our MN Attorney General's office for both ViaSat and their affiliate Ikaycom.com as well as seeking our own legal counsel. I don't even care at this point if our legal fees are 10x that of the cancellation fee, I'm seeing this through if nothing more then principle alone. Almost anything you buy, goods/services has some kind of return policy, especially in cases of fraud. There has to be a reason ViaSat/Exede doesn't operate like that...maybe they know the majority of new business will be unsatisified with their service??

Sad thing is, we weren't even that dissatified with the internet service Exede could provide, it just wasn't sufficient for our needs. We had several other people interested in the service too; however after hearing our horror story, I doubt Exede will receive any new business in our area.
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Brian Worm

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  • Deceived

Posted 5 years ago

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Marion Baker

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I've been on hold for 20 minutes at this point to talk to a representative and still on hold. We had used our usage within 2 weeks. Very disatisfied. Our contract says we can cancel within 30 days and not be charged for the remainder of the contract. Guess I will see what happens. Good luck to you and I hope I don't have to do what you are doing.
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Brian Worm

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Thank you, I hope your troubles are solved as well.
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Jeremy Mora

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I was on hold for 1hr 45min last night... this company is horrible. 
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Karen

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This company is a RIP OFF!!!  Early Aug our internet suddenly stopped working.  We scheduled for a serv. tech to come out, which would be available the next week.  By this point we were out of internet for 2 weeks.  The tech tried everything he could for a couple hours to get us back online but finally said that for whatever reason the signal to the satellite was gone.  He took the box off the satellite, told me he would make sure he contacted the company to let them know to go ahead and cancel our contract due to no fault of our own.  On Sept 2nd we got a letter in the mail saying we owed $60.58 for the month of August plus we'd owe $15 for every month to the end of our "contract".  I called the number provided on the letter and talked with a "Rashida" who VERY RUDELY told me she would submit a ticket but couldn't guarantee anything.... and when I'd try to ask a question about that she'd interrupt me saying "LET ME FINISH SPEAKING!" as she went on with her rant.  I almost hung up on her!!  We had NO internet for the entire month of August!  We had to make a decision as to what to do about our internet.  Cox Cable just put in their lines a couple months ago so although we don't like Cox either, we went ahead and went with them.  We live in the middle of NOWHERE so satellite has been the only option we've had until now.  Cox is now CHEAPER than Exede/Wildblue AND we have UNLIMITED internet!!!  Once WB/E figures out how we don't owe them a DIME after their satellite somehow lost signal isn't our fault, we will be permanently DONE with them!!!!!  They also charge you $95 every time you have to make a service call and someone has to be sent to your home.  RIDICULOUS!!!!!!!!!
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Jim

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Are you sure about the 30-day cancellation clause? Who did you get your Exede through?
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Brian Worm

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Ikaycom.com was who sold us the service and installed it. Exede is who initially told us that they have no such clause?? DId you have a 30-day cancellation clause with your contract Jim?
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Brian Worm

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I told them I wasn't going to pay the cancellation fee because I hadn't signed a contract; the supervisor I talked to said that use of the services is acceptance of the contract...are you kidding me?? SO I guess with that business model, if you test drive a car, then you've already agreed to buy it. I also talked to a card dispute specialist at Capital One, she told me that if they charge the card to turn it into the fraud dept and the bank will start an investigation as well. The frusterating part is we wouldn't even be going thru this if Exede was an honest company!!
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Jim

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I don't believe there is any such thing as a 30-day cancellation clause. Read your agreement. If it isn't in writing, it doesn't exist. Also, did you note-sign an agreement at time of installation? This is how it is done. If your installer signed it for you, you need to report him. If you can prove it you may be able to get out of the contract.
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Marion Baker

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My does have one like I told Brian. It is on page 8  #5 of the contract. It is for basic service.
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Marion Baker

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Well I'm still getting nowhere with them. Received an email and it says they never have had a 30 day trial period. Anyone who has the same contract as me with them needs to read page8 number 5. It does state you can cancel within 30 days without a penalty or fee. Looks like I will be calling my lawyer and maybe persueing it further for the best interest of all that are disatisfied. Pretty sure there are plenty of them willing to get something going legally to put an end to any further complications.
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Steve Frederick-VS1/Beam314, Champion

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Marion, Page 8 is for Recovery Act Customers only, the 30 day trial period is  not mentioned for the other Exede plans.
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Brian Worm

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How ridiculous...why would they have a 30-day trial of one service and not another???
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Steve Frederick-VS1/Beam314, Champion

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The Recovery Act was a government subsidized program, and came with certain requirements the providers had to follow.  I expired for new customers last October.

Also, very large data caps for pretty low costs to those who qualified. Exede was assigned west of the Mississippi, HughesNet east of the river.
(Edited)
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Marion Baker

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Are you affliated with Excede?
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Steve Frederick-VS1/Beam314, Champion

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Not in any way other than being a very satisfied paying customer since 2008.
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Karen

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I have a letter from Wildboo/Exede stating that it's $15 a month you owe up to the day your contract ends.  Ours was supposed to end in December so we were told we'd owe $45!  LIKE HELL!!  In early Aug our internet went out for good.   After a tech came out on Aug 13th, he did everything he could, and determined that we no longer had a satellite connection.  He said he would contact the company and make sure our contract was ended due to no fault of our own.  Well the letter from them we received on Sept 2 says something very different!!  We're with a company now that's CHEAPER and has UNLIMITED internet!!!!!   WOOHOOO  (Hint:  It's NOT E/WB!!!)
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Jim

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A tech cannot cancel a contract. Only the customer can do that.
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Monica Clifton

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wow! I just wrote a reply relating my trouble with this lying and thieving company. My message was not posted. Surprise. All I can say is, Yes this company blatantly lies and steals. I hope you sue them into oblivion.
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Monica Clifton

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One more thing...check out ripoffreport.com. There are countless stories of mafia-like theft on that site that resemble ours. This company is pure evil.
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Karen

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I believe it!!!  Who charges a $95 fee for every time they have to send a service tech out no matter whose fault it is????
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Jimmy Gillespie

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ummm ...hughesnet.
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Charles McCool

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Wrong Jimmy they only charge $29.95 with the express repair
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Jimmy Gillespie

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I am not wrong. I am with Hughes now and to just get a truck rolling its 85.00 min. They use a independent contractor to install and service and it is min. 85.00. I was just on the phone with them last week so I know good and well what it is.
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Charles McCool

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If you had express repair you would not pay the tech. it would be added to your bill and would only be $29.95 so if you have express repair and you had the site visit issued through hughes then the tech screwed you because you dont pay them with express repair
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Brian Worm

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Thanks Monica. I'll look into that!
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Lake Country Satellite

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Brian, I am so sorry that you were outright lied to by a sales partner. That's what happens when companies try and sell multiple products and services, their sales agents are not trained enough to know the difference between the products they represent. That is why we exclusively sell Exede for our internet product. It is the best product out there for satellite internet. However, in your case, because you use your service for online streaming and gaming primarily, I would not have recommended any satellite product. The only products I would recommend for you would be fiber, cable or DSL, or a point to point service with unlimited data.

Being that satellite internet seems to be your only option, then you are going to have to change the way you "drive your car". I wrote an article on How Satellite Technology Works. Here is a copy:

Let me explain how satellite technology works. Exede service is like an 8 lane highway that travels approximately 88,000 miles round trip up and back from the satellite in a little over a half a second. There are teams of engineers that monitor this highway for traffic jams and keeps it flowing by merging heavy traffic over to a freer lane. There are also controls in place that only allow a certain number of cars on this highway. This keeps the traffic flowing at a constant speed.

Now in order to keep these data highways flowing efficiently and fairly for everyone there are restrictions put in place, your data caps. Think of it as the gas tank. You buy a full tank of gas each month and depending on how you drive will determine how long your tank lasts. If you put the pedal to the floor and are constantly doing burnouts, you are going to use that tank really fast. If you are conservative, you can make your tank last.

Let's say you are a heavy driver and like to speed and drive your car fast and heavy. Do you go back and complain to the gas station that your tank is now empty because YOU used it all up in a hurry? I don't think so.

Now there are some folks who have legitimate problems that need corrections by a technician. However the majority of complaints that I read are customers wanting to drive a big gas guzzling car by streaming the fuel continuously without regard. While actually a majority of our customers are driving their efficient cars in ways that are conservative.

Now if you want to compare the speeds of the cable and fiber companies, compared to us, just check out the independent FCC report that for 2 years in a row ranked Exede #1 for speed at ALL hours compared to our competitors. Yes they may allow you to run wide open, but your speed and everyone else's will suffer as evident in the report.

Exede is working on technology to help ease these data cap restrictions. And in 2016 VIASAT2 will be launched giving us an even bigger gas tank and more highways. Trust me when I say this, Exede does not want to have these data caps. And with their free zones, brings even more value to our service.

Hopefully this analogy will help everyone understand the why's to the data restrictions.

Please send an email to exedelistens@viasat.com and they will be more than happy to get you squared away. By the way, I have forwarded your message on to our Corporate Office and I will be addressing this issue in my next Council Meeting. These kind of practices need to stop.

David R Varner is an Elite Dealer for Exede High Speed Internet and is not an employee. I am however a member of the Dealer Advisory Council to ViaSat and work on behalf of our dealers and customers to bring you a better company and product. www.lakecountrysat.com
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Brian Worm

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Again thank you for your information, it was helpful. I totally understand the need for Data caps. Back to your gas analogy, if you buy bad gas from a station and it wrecks your fuel tank you can go back to station for customer service.
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Brian Worm

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Thank You a million times for all of the helpful information...I wish we had worked with you initially cause that would've saved all of us alot of trouble and frustration.

I'm sure under the right conditions, Exede is a wonderful service for the right customer; that is not the case in my situation. Had we been given this information initially we wouldn't have been interested in the service. Even though Exede was not the deceitful ones in this situation, they are obligated to help rectify this problem. I am truly hopeful that the email you offered us is the tool we need to get this cleared up so that  we can amlicably part ways. Thank you again.
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ExedeEmerald

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Hi Brian, 
This is a situation we would definitely like to speak to you more about. I do apologize that our affiliate didn't give you all of the information about our company. I would like to speak to your further about this, could you please send an email to exedelistens@viasat.com with your account information and the best time to reach you at. Exede Emerald

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Brian Worm

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Thank you, I have already sent an email to exedelistens@viasat.com. The best time to reach me is after 2:00pm during the day @ 320-266-1124. We can also schedule a time for me to be available to speak with you, if that would work better. Thank you again, I am eager to get this resolved.
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ExedeEmerald

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Oh your welcome Brian. I did find your email so I will respond to you. I do want to get this resolved for you as well. I look forward to speaking with you further. Exede Emerald 
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Charles McCool

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why no 30 day trial? Hughesnet offers it
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Brian Worm

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That's an excellent question...?
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Charles McCool

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Just wondering because even if your outside the 30 day free trial but the sales person lied they will wave the early termination free and they have access to all sales calls even through 3rd party sales
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Jim

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Not true. They do not have access to sales calls of independent dealers - and there is no 30 day free trial. I think there was for Recovery Act customers but that went away a year ago.
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Charles McCool

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It is true go look at there site. I have had hughes for 5 years and the are repeatedly waiving the ETF even for customer that are beyond their 30 day free trial check your facts before making statements
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Steve Frederick-VS1/Beam314, Champion

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I have looked at their website, it does not even mention anything about what the data limits are for each of their plans.  It does in the fine print below the plans mention that daily data limits are a total of the basic data plus bonus bytes, but never shows what those limits are.  Very confusing.  Also, below the listing of plans offered is the disclaimer that prices shown may vary depending on location of installation.  In the past they did display the actual data caps for each plan. I have several neighbors who are very unhappy HughesNet customers, getting slow speed consistently, and not happy with the service. They want to switch to Exede as soon as their contract runs out. If you have Hughes and are happy with it, that is great.

I am not in any way associated with ViaSat, just a satisfied customer with Wildblue gor 4 years and Exede for over 2 years.
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Alex, Viasat Corporate Communications

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There's a significant cost to installing a satellite internet system, which is why we don't offer a free trial period at this time. 
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Brian Worm

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I would like to update everybody to let you know, Exede Corporate did cancel our services without charge eventually. I did have to file a complaint with our state's Attorney General in order to get things done, but it worked. It was the honorable thing to do I will give credit where credit is due. Ikay Communications, in St. Cloud, MN still maintains that they did nothing wrong and were not deceptive in selling the Exede service to us. We are filing a complaint with the Federal Trade Commision on Ikay Communications to have them looking into the dealings of Ikay Communications. But all and all, we leave our, very brief, relationship behind amicably with Exede.
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Exede Kimberly

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Thank you for the update Brian. I hope everything works out for you in the future and I am personally very glad you are able to leave us on a friendly note. Have a good rest of your day.
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LorrieL, Champion

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I think this has been an eyeopening discussion--because a lot of erroneous things were said which were able to be corrected by actual exede customers...but such a good example of the problems we all have to deal with these days...and why it is a very good idea to double check AT DIFFERENT SOURCES info about anything you are thinking of buying...before I signed up for hughes 3 yrs ago and then before I decided to switch to exede 6 weeks ago, I did a detailed online review of both satellite internet providers, comparing all their plans, prices, charges, contracts on the proprietary websites and then reading OTHER sites independent reviews about Exede and Hughes...to me, the best part of this discussion was that the POINT of the discussion was identifed and taken every seriously by EXEDE...I was very concerned with the nature of the problem Brian had...as much as I am a satisfied Exede customer and I believe in researching all things before you buy, it bothered me A LOT that these people were outright lied to by an exede installer. Maybe it's not such a good idea to let customers sign up with affiliates --maybe they should only talk to exede employees when signing up. I am very glad Brian complained as he did and took this as far as he needed to to get the problem rectified.  As was said elsewhere, as soon as these people said they do a lot of online streaming and video, they should have immediately been told what a problem this would be if they signed up for Exede....And good for Exede for making the distinction and seeing when a customer needs to be treated differently than some others.  
I do have to say that I am surprised there is no free trial period...I didn't check that before I signed up...fortunately I have no problems so don't need that.  As for the service agreement...my service agreement wound up being inside an email that appeared when I checked my email after the installer left...and apparently by reading the service agreement I was "signing" or accepting the service agreement.  My impression is that installers are probably supposed to direct you to that document BEFORE THEY LEAVE THE PREMISES.  that didn't happen and after the installer left I remember wondering why he didn't ask me to sign anything at all.
Personally I would STRONGLY suggest to exede that they have a PAPER document regarding the service agreement which is SIGNED by the new customer....that is the only way I can imagine that Exede can prove a customer agreed to this contract...simply sending me an email and saying that opening it means I agreed to it doesn't seem to do it.  I kept looking for someplace on that email where I was supposed to at least electronically sign, but never found anything like that.
Am I remembering something wrong maybe?
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JEP

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Lorrie - Yes, the proper procedure is that the installer shows you the contract and has you electronically sign the agreement BEFORE he leaves.  The email you received, should have had an electronic signature included in the pdf attachment.  The date and time of the electronic signature should correspond to a time before the installer departed.  An installer doing this without  your knowledge, should probably be reported.
(Edited)
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LorrieL, Champion

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Jep, I don't know whether an installer actually did anything like that or not..he certainly didn't seem like someone who would do that, and I would have signed it.  when I pull up the service agreement copy on the portal site, there is no signature...is that the way they usually appear, as just a copy with no signature,  or should I see my signature there?
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Marion Baker

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Yes if you  go into the PDF attachment. I wasn't told to do that. I just did it on my own. FUNNY thing is, it was signed electronically, but whoever signed my name, spelled it wrong. My account was also spelled that way. So someone signed my name, not me. Makes you wonder, doesn't it?
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JEP

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Lorrie - Yes, your "signature" should be there, near the bottom left of the first page.  I can't recall the exact process - what I typed to "sign" the document.
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david, Champion

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My installer signed my name to mine, I saw him do it. I don't think he realized I was that close behind him.

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