completely frustrated

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  • Updated 4 years ago
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I have tried now for over a month to get my my.exede.net account to work. Nice ladies on the phone reset my password and it will never take. They say they need to escalate it - then i never hear anything back. I have e-mailed, chatted, called, and nothing. Then they try to sell me phone service - seriously? I just spent another 45 minutes on the phone with them today and the lady was really nice, but she shouldn't be working a technical support line, she just is not qualified.

 Meanwhile my service is up and down all the time.  I have never experienced such flaky service - I thought i was upgrading at $149 a month and I have nothing but frustration.

Have people had any success just asking exede to come get their equipment and close the account? I am completely unimpressed.
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grahamck

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Posted 4 years ago

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Exede Kimberly

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Hello grahamck, this is definitely not what we want for you as a customer. /: Please send an email to exedelistens@viasat.com with your account information and we will take a look and see what's going on for you. Thanks.
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grahamck

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Case # 00259407. I just updated it with complete account information. Thanks.
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R Frederick

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Are you on Evolution? If so myexede.net does not work with it. I had to go back to wildblue.net. My page/account information is working that way.
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Exede Kimberly

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grahamck, I just received your email and I, or a member of our team, will respond shortly. Thank you for taking the time to send it in.
(Edited)
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Rhiannon Williamson

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I feel your pain and am currently wanting to find a way to cancel as well.They can have their equipment.Heck I am willing to remove the blasted dish myself!and I am afraid of heights. Heck I have only had the service since Sep 24..
(Edited)
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Exede Kimberly

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I see that Exede Emerald has received your emails from last night. I hope we are able to get this all squared away for you.
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grahamck

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Yes - it appears to have been escalated. I think what is missing here is a way for a customer to track an escalation to see if there is any progress being made. The first escalation I was told about on this issue was about 3 weeks ago. My faith is in you though because you seem to be the only person at exede that i have found so far that actually seems concerned enough to help. It'll be interesting to see how this goes.
Thanks.
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Exede Kimberly

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I'm sorry it seems that way, but we all want to help. /: If you send me an email, I can track your escalation and see where everything is sitting at the moment...
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grahamck

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Seems like this is going to take a long time to fix. When it was originally escalated the supervisor told me he was crediting me a month of service - doesn't look like that happened either.
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Exede Kimberly

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If you send me an email I can take care of getting that credit applied for you right away.
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grahamck

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Done. Thanks.
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Exede Kimberly

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Ok thank you, I'll keep a lookout.
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grahamck

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I guess this is about as seriously as this is being taken - case closed:


We’ve received your recent email regarding case 00259407. Because this case has already been closed, we ask that you create a new request if you need further assistance. You can create a new request from our Contact Us page.

Thanks for giving us the opportunity to assist you.

Sincerely,

ViaSat Customer Care

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grahamck

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BTW Kimberly - this is not on you. You are the only person at exede that really seems to have their sh*t together.  I know a great company that needs great customer service people if you ever get tired of your situation.
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Exede Kimberly

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Thank you for the commendation grahamck. I am so sorry this is an ongoing issue for you. /: Did you send a brand new email or respond to an already open one?
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grahamck

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I responded to the case i had open. I assume if the case is closed then nobody is looking at it any more??
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Exede Kimberly

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Yes that's correct. Go ahead and send a brand new email to exedelistens@viasat.com and I will keep looking for it to come in.
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Steve Frederick-VS1/Beam314, Champion

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grahamck, in your email DO NOT reference or include any old case numbers, it will result in the automatic response that the case is closed and just make you more upset. I learned that from experience.
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grahamck

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i have now received a number of e-mails from exede asking me questions and saying they have not heard from me - I have answered every one of them. None of my problems have been solved, and credits that were promised me do not appear to have been made.
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Exede Kimberly

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I'm sorry for the mix-up with our correspondence grahamck. Don't know what's going on with it. Glad we are able to talk now though and get this all taken care of for you. (:
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grahamck

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So - it seems that posting here and going through the people who monitor this board did the trick. I am impressed with Kimberly's ability to resolve issues. I have to wonder how well Kimberly is going to scale though. Maybe she should be put in charge so that she can help train the rest of viasat's customer support personnel. :-)
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Exede Kimberly

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Woah grahamck! That's so awesome of you to say. (: Brightened up my day real nice! Glad I was able to finally get everything sorted out for you. If you need me, you know where I'll be. Have a great day!

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