Chat help

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  • Updated 1 year ago
  • (Edited)
We had a bad storm come thru yesterday and it looks like it may have knocked our dish out of alignment.  Used the "Chat" and got Margaret in about 15 seconds.

"Margaret Beth C (8:05:05 AM):Thanks for contacting Exede Internet Customer Care. I will be more than happy to help you with your request. Please allow me a moment to review your account information.
Margaret Beth C (8:05:17 AM):Hello James
Margaret Beth C (8:05:21 AM):How may I assist you?
Me (8:07:09 AM):Hi Margaret.  We had a bad storm come thru yesterday and it has probably knocked our dish out of alignment or some water has gotten in.  We would like a service call please.  I have been rebooting the modem since yesterday.
Margaret Beth C (8:07:31 AM):I am sorry that your Exede service is not working. I understand your concern.
Margaret Beth C (8:07:40 AM):Please allow me 2-3 minutes to access your account, and I will be happy to assist you?
Margaret Beth C (8:09:02 AM):Your modem is indeed offline. Since you have completed the power cycle process with no success, I can go ahead and order a service call.
Margaret Beth C (8:09:31 AM):Please allow me another minute or two to access the schedule.
Me (8:09:54 AM):thanks
Margaret Beth C (8:10:22 AM):You're welcome.
Margaret Beth C (8:10:44 AM):My first available appointment is Wednesday the 3rd. I have 11 a.m. - 2 p.m. or 2-5 p.m.
Me (8:11:15 AM):11-2  would be great.
Margaret Beth C (8:11:21 AM):Very good. You or someone at least 18 years old authorized to act on your behalf must be present during the service call. 
There is no $95 standard charge for this service call since you have EasyCare. Even if you have EasyCare,there may be additional charges if the Viasat equipment needs to be replaced or if you request that the technician perform additional services. Please consult your Customer Agreement for additional information.
Me (8:11:57 AM):Understood.  Thankk you Margaret.
Margaret Beth C (8:12:11 AM):You're welcome, James. What is the best phone number for the tech to call when they are on the way?
Me (8:12:26 AM):309xxxxxxxx
Margaret Beth C (8:12:44 AM):Thank you. Please allow me another minute or two to complete the schedule and confirm it.
Me (8:12:52 AM):thanks
Margaret Beth C (8:14:29 AM):You are most welcome. I have successfully scheduled your service call for Wednesday, 5/3/17 between 11 a.m. and 2 p.m.
Margaret Beth C (8:14:38 AM):Is there anything else I can assist you with at this time, James?
Me (8:15:17 AM):No Margaret.  Thanks for your help.  We love our Exede.  Have a great day!
Margaret Beth C (8:15:21 AM):That's awesome! You’re welcome. Thank you for contacting Exede Internet Customer Care. We appreciate your business! Have a great day!
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Jim16

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Posted 1 year ago

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Jim16

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It looks like some water has gotten into the Tria.  We had very strong winds and 3 inches of rain the last couple of days!

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Brad, Viasat Employee

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yeahh that water shouldn't be in there.... glad to see the chat agent was able to help. I'll pass this along to give that chat agent the proper kudos
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Jim16

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New Tria installed today! 

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Brad, Viasat Employee

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now with 100% less water (and possible fish)
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Jim16

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Customer service from start to finish was great.  I am sure this is the norm, contrary to what it may seem like on this forum.  People just don't bother to post if things are going well.
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Diana, Viasat Employee

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Jim,  We really appreciate your feedback on Exede Customer Service.  It is greatly welcomed. Thank You so much!!!!!!!!!
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Steve Frederick, Champion

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Jim16, I have to agree with you. I have only called Customer service a half dozen times since I switched from Wildblue  in April 2012, and every time they have been very helpful, and polite. Two of these calls resulted in them rolling a truck, once 2 years ago to replace a modem that was resetting many times a day, and once a year ago to repoint the dish. The service techs on both house visits were on time, polite, professional, and corrected the problems quickly.
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Diana, Viasat Employee

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Hi Steve,  Thanks for your feedback as well!  It is nice to know our techs were helpful, polite. and professional.