Unhappy with customer service

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  • Updated 3 years ago
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That's twice your phone support has straight up lied to me. Followed with "Sorry". The first time I call up to ask about my plan Exede Evolution - Web+Email. Which has unlimited "web browsing and email" to see exactly what counted towards usage and what was not. As in does secure shell traffic (https) count against me and if not what does? The contract states unlimited access to "wep pages and email" and X amount for everything else. What about Gif's (does viewing them count as streaming) or facebook.  I find a 25MB limit on email file attachment but nothing much else specific. So I call and ask and this guy tells me some crap about depending the category the websites are in. That Amazon counts cause it's in the business category but something like reddit wouldn't. All this crap that made no real sense after I got off the phone. So I call back and get someone else and start the same conversation, and she bounce me to level 2 support. Where while laughing they inform me the first guy didn't know what he was talking about. Thanks I spend two hours reading forums and my contract trying to find clear answers just to be lie to. Mark one.
  So 3-8 is unlimited for my plan and I going back to school so I'm taking some classes online which means all nighters for me. Which is also the time when ya'll randomly decided to do schedule maintenance (3 until 7:30).  Around a month ago on the second or third straight night of this I drive out to get cell service and call (my phone is also thru you) to find out why my internet and phone quits working for the whole time unlimited is offered (pretty shady). And of course your level one can't even think unless I turn every thing off and back on again and they get to number 4 on their dummy sheet. My router works (DDwrt baby) and I know how to use it. So I have to hang up drive home, unplug replug, drive back and go thru your automatic answering crap, hang up to talk to the cop who wants to know why I'm parked in the middle of now where in my pj at 4 in the morning, pass a sobriety test, (really thanks for that) call back just for the new tech to inform me that there is scheduled maintenance going on. Key word scheduled why wasn't the first lady aware of this? So I explain that my time is limited and if there was a way I can check for or be notified about  scheduled maintenance so I can plan according. She states that she can note my file so I can receive email notifications alerting me. Cool problem solved, you send me a email do your thing, I'll sleep tonight and do mine tomorrow. But that was a lie, I know because of where am I right now. Steaming mad for the second night in a row so I called when my phone came back on. Nice new feature on the automatic machine by the way, "have you reset your computer and router since your internet went down Yes or No" If you answer no it tells you how to unplug a power cord wait a full minute and plug it back in. You have to either do it or lie to the machine before I can even talk to a person. So when I did get to a person I ask what's up. "It's scheduled maintenance" I explained most of the backstory and asked about the email and somewhere in there I used the word damn. (Wasn't yelling none of that please go check the tape) just said it in a sentence. I believe it was something like I was taking a test when the internet went down causing me to fail it. I pay thousands for those classes is it to much to get a damn email. And she goes off about how she won't put up with degradation and issue's me a warning. That is just crap we are adults here are we not? She knew I was upset, didn't want to deal with me and thought that I was some hot headed idiot that would lose my cool and she could hang up. Listen nobody wants to be verbally abused that's a given and that was not going on here and to be honest I'm offended that it was implied. I didn't say any of that though just took a breath and proceeded to ask again about the email. She say's I'll note it in your file to which I reply that's what the lady did a month ago can you see that in my file somewhere. Her: Yes, Me: so why didn't I get a email? Her: Every call that comes in gets ticket report containing details and reviewed by a real person. Me: ok that's nice but I'm asking about automated email notification system and more precisely why I didn't receive a email. She repeats the same line again to which I reply I understand how a call center works what about the updates. Same crap again with someone will review all suggestions added. So I ask can you check to see if there is more maintenance scheduled. "Yes tomorrow" She would of never said a word if I didn't ask!! Just shameful exede shameful So I swallow that and asked if there is even an automated email service in place. NO the answer was and is NO. So not only do I have to speak to you like a children and I can't use big words like DNS or port 80 (because my internet company's phone support team doesn't understand IP concepts before getting to level 2). I have to expect that your lying like child to, just shameful. Simply put if it's not the truth that I'm being told then that's a lie, and I shouldn't have to explain this to ya'll (you are old enough to know better) Misleading me with promises of emails that never come is not how you keep a customer and Please will you train your employee's, maybe require some type certification (network+ or something) instead of just giving them a checklist with little or no knowledge.
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Donkey

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  • upset

Posted 3 years ago

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rusty

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Every time I post the truth they yank my comments..but I agree with you....but either the techs are just thrown into the open slots without training....or they tend to mislead on a somber way. I had so much trouble with them when I had to exit my contract early.....I was told they would contact me when the equipment was safely back and THEN shopot me an email of how much it would be and then bill me....didn't happen...before I could budget for the incoming expense they withdrew and it left me in one heck of a bind with PLANNED auto withdraws for the month..  ..total different subject...but same deceptions in general...good luck

KA

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Diana, Viasat Employee

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Rusty,  Please send us an email at exedelistens@viasat.com.  We are more than happy to take a look at your account and answer all of your questions and resolve any issues you have. We're here to help!  
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Donkey

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Rusty thanks for posting I'm hoping for a  real resolution. If it's schedule maintenance there should be a way to inform people so this can be avoided. Since posting the first response I discover that app eSVT and it showed something like 15 out of the last 30 days my modem has drop service and some of those days had as much as 20 percent downtime that's 20 percent of the day with no internet or phone. That is time I can't contact fire, police, rescue, my clients anybody. And at this point I'm starting to wonder if anybody at exede cares  
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Donkey

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Hey Exede Diana what about OP edit sorry just saw the email that was sent stating you will contact me in 24 hours
(Edited)
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Matt F, Viasat Official Rep

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Hi Michael, 

I'm not sure I understand your question. Can you please briefly explain what you're asking so that we or the Champions can try to answer?

Or, feel free to contact us directly at the email address in Diana's message above. That may be quicker depending on the problem.

Thanks a lot,

Exede Matt
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Donkey

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 If there was a way I can check for or be notified about  scheduled maintenance or other planned downtime so I can plan according and not fail out of collage because of it?
Also what options do I have when I'm told something that's is misleading or plain false or my call backs arn't return.
I feel like I have no control when I call state a problem like this (internet shuts down almost nightly in free zone for several days in a row or is offline randomly every other day) and I'm told that there is nothing wrong it's scheduled maintenance about 90 percent of the time.
But only after making my reset my modem, router, and computer all the while not paying any intention to me describe the troubleshooting steps I've all ready taken. The tech last night told me she would make a note in my file so I would get emails  when there was a shutdown or "scheduled maintenance" and so I ask if she saw the note from the tech about a month before stating the same thing she replies Yes and when I ask why I didn't receive any emails already I couldn't get a straight answer kept assuring me somebody would review my ticket. I felt she wanted me off the phone so before I hung up I asked can you look up the next "scheduled maintenance" for me at least to which she replied tomorrow. Here I am begging for a heads up and if I hadn't ask she would have never said a word. Then I ask about the email one more time except this time I ask if there is even an automated email service in place. To which she replied No. A service that her and the prior tech offered as a solution. 
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Bev, Champion

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I'd like notifications in advance of scheduled maintenance on my gateway as well. There are other reasons for outages. Weather either at your location or at your gateway is a common one for intermittent service.

Occasionally gateway equipment does break - it's equipment so, like a car, not a matter of If it's going to break down but WHEN it's going to break down and, generally that cannot be predicted.

Even if out modems went to all lights flashing in unison during maintenance, at least we'd know that was what was going on and wouldn't have to call in to find out. (very annoying when your only phone at home is Excede Voice. - cell phone does not have enough signal to place a call from home so if I need to call when the internet is down, I have to drive 20 miles then use my cell phone.)
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Donkey

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I agree with everything you just said and I get to say that so little in life. Scheduled maintenance is the reason I keep getting told so why can't I get so heads up. It's scheduled. It's one less variable nobody likes maintenance but I hate it a whole lot less than unexpected shutdowns. Just a shout out that say's this tuesday thru friday at such and such time we are planning on breaking stuff so my stuff don't get broke also
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Donkey

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Exede Brad and I discuss this topic thru email last night but I still need an answer to my issue. I would like to post it here with permission and assurance that it will not be perverted. As since I believe privacy is not the issue here and what is affects all of there customers including me. This is the perfect forum, so I will in 24 hours unless Exede Brad or anyone states the the rules why it shouldn't be posted.  
That being said I ask the title be return to it's original state or to something relevant. I'm in the problem section and my emotion has nothing to with the problem. Stating Unhappy with customer service has no relevance. The original  title is at least in that trope. Which leads me to the rephrasing my issue. What is the conflict resolution procedure for exede internet costumers?
I really need a answer. 
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Matt F, Viasat Official Rep

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Hi Michael, 

What are you asking to post?

As to "conflict resolution," you will need to contact us directly by phone or email if you're asking for an account credit or something like that. For privacy reasons, we can't do anything that involves your personal account info in this forum. Any comment that gives personal info will be censored or deleted -- those are the rules for everyone.

But if you have a technical problem that needs solving, this is a great place to get help. Let us know if we can help.
(Edited)
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Donkey

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I understand and I wish to post your response in full, and my reply to it in full and the answers to my problem and issue in this topic,
Because in the email you did addressed half my problem
"As to "conflict resolution," you will need to contact us directly by phone or email if you're asking for an account credit or something like that." No I'm not after account credit, I was after:  What is the conflict resolution procedure for exede internet costumers? As in what are the steps an exede costumer should take if they have a problem they believe needs address. Technical or not and if it's not address how to escalate it further
(Edited)
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Diana, Viasat Employee

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Michael, I know this is very frustrating.  Visat/Exede Satellite Internet service is a complicated system and changes quickly based on a variety of conditions, including local conditions we can’t predict. It’s not possible to post a daily maintenance schedule for users. We value feedback, needs and interests of all of our customers and always strive to keep our subscribers updated and informed about expected issues. Follow us on social media for updates and the latest information.  Thanks
(Edited)
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Donkey

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 Diana I posted everything below sorry about that I need sleep
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Donkey

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Hello Diana, I think I'm being misunderstood. So I'm going explain in a series replies and after that I think my intentions, exceptions, and emotions will be clear. First off I'm currently very happy and am not frustrated at all. Since the post three hours ago I got an answer to my issue
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Donkey

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Ok this is reply here is just a copy paste of Exede Matt email last night

Hello Michael 
Thank you for contacting us. I'm sorry to hear of the frustrations that the scheduled maintenance sessions caused you. Unfortunately the thing about our schedule maintenance is that while it is scheduled, we only know when it's happening just a few days prior. Sometimes it gets scheduled within a half-hour of happening depending on what needs to be done, if it's added last minute by our engineers, how long it will last and what beams may be affected. Likewise during this time, connection is typically intermittent varying from customer to customer and when it's set up we choose late night hours so a minimal amount of customers would be affected as opposed to doing this like at 7pm. Because of how this fluctuates  an email notice would be largely irrelevant for most customers as it won't affect them but it would also involve seeing which customers are affected and emailing each one of them who may or may not read the email beforehand. So it's a really big job to notify everyone with very few people really caring or being affected by a notice. Not to sound blunt but that's likely a notification that won't happen for our customers. Even DSL or Cable giants like Comcast don't send such notices based on this reasoning as well.  

With that said, I certainly understand the frustration. Unfortunately this is done on all providers and ISPs as it's a temporary yet necessary inconvenience to prevent  potentially larger problems from happening. If these were unscheduled outages of course, that's a entirely different ballgame and that's exactly the thing this sort of stuff is done in order to prevent. Fortunately we try to limit this work to just a few times monthly or bimonthly in low volume hours. I'm sorry if this isn't much help but typically it seems we see this more mid-week when they get scheduled if that helps in any way (Wednesdays and Thursdays).

 
 
Thank you for choosing ViaSat, provider of Exede and Wildblue internet services, as your internet provider.   We appreciate your business.
 
 
Sincerely,
 
Exede Brad
Social Media Specialist 
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Donkey

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Here was my reply to that

As I feel like I'm the one getting shorted here I would at least like to counter. First you're point  "largely irrelevant for most customers as it won't affect them" I wasn't asking for system broadcast for everybody all the time. I just don't won't to play russian rowlett with my future. I understand the timing and I am smart enough to know that without being told. Just like I know you don't notify all your employees (why would you) but there's also a short list somewhere (those workers in the know, that have to know). Which was why when I started to have problems with what seems at times to be almost nightly. I came to Exede and said I've got problems can you help. Ya'll said (your techs) we got you Mike. There's a list and we are going to put you on it and get you out of the rain a little bit. I said thank you mighty umbrella. And last night it stormed buddy it might not of last that long but I was IN IT. So I ask where were you? And you said I'll get you next time. And again I asked where were you? To which you replied I was never coming. I thought to myself this ain't you. So now I come to You.You give me a firm answer to my problem
But still don't even acknowledge my issue 
Or maybe you have
By comparing your policy  to Comcast and say it's ok cause they do it like that. Aren't they the rated the worst in costumer approval. I thought of ya'll higher than that and if your not you should be. Was there no middle ground here.
Let me say it simple my issue is YOU broke your word to me. I could handle no then as well as now. But you didn't say no you said yes and You don't care.
I'll assume if you don't reply back that I'm finally smart enough to figure this out and now know where I stand with ya'll.
Or reply back and have an adult conversation with me and show me You "certainly understand the frustration"
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Donkey

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Then 14 hours later I posted on here hoping to find the answer to:
What is the conflict resolution procedure for exede internet costumers?
Which I have repeatly ask and stated and still doesn't even get acknowledge.
What options do I have when I'm told something that's is misleading or plain false or my call backs arn't return. 
Which was pretty much the title until ya'll change it.
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Donkey

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"if there was a way I can check for or be notified about  scheduled maintenance or other planned downtime so I can plan according and not fail out of collage because of it?     -That was my problem which Matt did answer   No
But my issue is I believe I was mislead or lied to by multiple exede employees while representing exede on multi occasions.
And I want to trust the people I do business with.
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Donkey

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The answer to my issue which I got on the phone earlier.  Is Exede does not approve of or support misleading or lying to their costumers and if you believe this has happening let them know.
Call back ask for a supervisor if they ask why say: I was wondering what is the conflict resolution procedure for exede internet costumers?  They will ask what's the conflict.
In my case it was.  I believe I was mislead or lied to by multiple exede employees while representing exede on multi occasions.
She ask me to explain what happened I did. Just like I have here.
Ask what dates and anything else that could help identify the phone calls,
and said she was sorry this has happen. (Thank you) Acknowledgement that this was an issue. Assured me that if this has indeed happened and I was told fasle or misleading information that it would be handled according.  
Thank you Thank you Thank you
My Issue is Resolved
I'm Happy
(Edited)
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Donkey

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With all that said I would like continue to discuss the ideal of away for costumers to get access to 
the maintenance scheduled downtime with you if that is ok 
Matt is right about all the reasons emails won't work but emails was never my ideal. I would suggest an RSS of "our schedule maintenance" (Matt's word's) that could be accessible to us in someway. Like in banner on the top of webpage on this website.
I'm wondering what makes it impossible. I'm willing to help if ya'll want I love to do something impossible again.
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Matt F, Viasat Official Rep

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Hi Michael, 

I think there may be some confusion. I have not emailed with you at all. You were speaking with another member of our customer care team -- possibly Exede Brad?  

In any case, thanks for your feedback. I'm glad your issue was eventually resolved.
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Bev, Champion

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As I said, even if there was something the modem lights did that they only did during gateway down time, at least we would have a way of knowing that it was our gateway and not our equipment at our location.

I would link something like that could be added to the modem software, or keyed in at the gateway when maintenance or other outages there happen.

It didn't used to be a big deal, just grab the land line phone, call in and find out if the gateway was having an outage or not but now, with many of us having Excede voice rather than a landline phone form another provider and, many customers lacking cellular service sufficient to place a call from home on a cell phone, we have no way of both calling in and being in the presences of our equipment to troubleshoot. (I have to drive 20 miles to get enough cell signal to place a call and, it might be that or further for others.) So some sort of indicator that tells us our equipment is okay and we don't need to troubleshoot on our end would be great.

I'm not even asking for advanced notice, just some indicator of a gateway outage while the outage is happening - save me a lot of rebooting, power cycling and driving. (and gas money)

Sure being notified ahead of time would be nice but, I know that isn't always possible and, sometimes the gateways have outages that no one saw coming so, just a flash pattern or something on the modem to tell us that it's the gateway having an issue would be wonderful. It would give me peace of mind and, save my efforts to restore my service in those situation, and would tell me when it was on my end and I needed to go inspect trees, reboot, powercycle and, maybe drive to make a call for help.

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