Today I called customer service to see what lower-priced options might be available. We are grand-fathered into the Freedom plan, however we no longer need to use anywhere near that much data. When I learned that the lowest cost plan was $75 (not counting what we already pay for Easy Care, plus other fees which would bring the total close to $95), I asked about discontinuing the service.
It was then that I learned a couple of disturbing truths concerning ViaSat’s legal terms for EasyCare customers (not to mention for residential customers, period).
First, there is no pro-rated refund for disconnection in the middle of your billing period. Our billing period started only about a week ago and yet if we were to discontinue our service now, there would be no pro-rated refund. In other words, we would be paying for service we are not even using.
Second, since ViaSat wants the TRIA back (totally fine with us and understandable), we would need to have it removed from our roof. To get that done. ViaSat wants to extract a fee of $95 - even though we are already paying for EasyCare and have been paying that for years. My wife and I are in our 60s and my days of climbing on to the roof for maintenance purposes are behind me.
So to recap - ViaSat refuses to offer a pro-rated refund, even though we are literally just now entering the second week of this service period - and in addition to that refusal, ViaSat will charge us $95 to remove a TRIA when my wife and I literally have no choice in the matter. We are not about to climb on a roof.
From our perspective, this smacks of customer abuse. It certainly isn’t customer service. Bear in mind that we’ve been ViaSat customers for years, regularly making our payments for service as well as for EasyCare. As we now enter a phase of our lives where satellite service (and the fees required by said service) no longer makes sense for us, we are rewarded for our loyalty as customers with an extraction of one final pound of flesh. Surely, that cannot be so. Absolutely, it should not be so.
Is there a customer service rep in this forum who can help to resolve this? Because it is (as said already) abusive treatment of customers who have been loyal, literally for years. Brad? Are you still active here?
Please advise what can be done to resolve this. Thanks.