Customer Comes First and Lack of Customer Satisfaction

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  • Updated 3 years ago
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Why do companies like Excede totally miss that keeping a customer satisfied is rewarded with loyalty. This week we used up the last of our 25gb data. Odd since we have not been home for a week, we have over 2 weeks left in our billing cycle, and being a customer for years we have never went over on data.

I'm guessing someone hacked our account, but that's my problem not Exede. Last night I did a chat with Exede to ask some questions and it seemed every response was to tell me to just buy more data. However I found that the Liberty plan is now available in my area and after some research decided to switch to the Liberty 25 plan with 50gb of data. I asked the specific question I'd the data starts immediately or do I have to wait for the new high speed modem. Naturally I was told it was immediate but we would not get the increased speed till the new modem was installed.

Later I checked my account and it showed my plan had been changed... however this morning I show the old plan is back with pending for the plan change... so again I do a chat where I learn the extra 25gb of data I was told I will get does not start till the new modem is installed which is different that wa
Hat I was told last night.

I asked for data to get me by till the modem comes but was told no... and again directed on how to buy data. So I've upgraded to a higher speed and another 25gb of data but am told I'm stuck on restricted data till the modem arrives. After several comments I was finally told I could get a once in a lifetime 5gb removal when all my data is gone... but I'm already in restriction. Nope, I was told that we have used 99.92% of our data and there is nothing they can do till we use all 100%.

Are you kidding me! It takes years to earn a customers loyalty and one ignorant exchange like this to lose a customer for life. My monthly plan is $129 and has been for a few years... so you would think someone would review the history and realize this is a long time customer and do something to help...

All I can say is I doubt I'm a customer for much longer... it's time to see just how much improved Gen 5 Hughes truly is...
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Virgil Rhodes

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Posted 3 years ago

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Diana, Viasat Employee

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Hi Virgi, First, I would like to apologize for the troubles and frustration that you experienced lately.  We value all our customers, they are the reason for our existence. Please  send an email to and allow us to review your account and assist in a resolution.  Please include your account and contact information.