Charge for Service call for bad installation?

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  • Updated 5 months ago
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So I've had wild blue then excede then liberty. Never a problem, always stable. Last month I upgraded to unlimited and the modem has been offline more then on going from bad to worse since the install. Today it's out for good. After three reboots and three calls to customer service (being told about weather over the gateway) the troubleshooting app tells me I have dish alignment, modem to dish comm, and modem error problems. So customer service tells me I have to pay $95 dollars to have my poor I stallion fixed? Is this the way long time customers get treated? I've never had problems before, so is this what I should expect in the future if I do?
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Steve Grdinich

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Posted 5 months ago

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Old Labs (VS1-329-L12FZ)

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I assume you're now on Viasat-2. Were you required to sign a new two year agreement at the time of installation?

Common sense would dictate that the "new" installation be covered under the 90 day warranty and therefore there shouldn't be a service fee - but then again we are living in an age of uncommon sense.

Wait for a moderator to reply on how to proceed.
     
(Edited)
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VeteranSatUser, Champion

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Email a mod on here about your situation. I would say they will waive the service charge if you just got a new install by upgrading.
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Matt B, Viasat Employee

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If you upgraded within 90 days ago, the installation is under warranty, and you won't be charged.  Email us, so we can verify that for you!
ViasatListens@viasat.com