Customer Retention Incentive’s

  • 1
  • Idea
  • Updated 3 years ago
  • Under Consideration


Exede offers nothing to maintain loyal customers. Customers who have fulfilled their contractual obligations and are currently non-contract customers. I have no way of knowing but I’m sure Exede loses many customers as a result.

My current scenario;

My contract ended September 27, 2016. I called Customer Service hoping they could offer me the “Freedom Plan” I was told about some time back. He said not at this time and it will be available in the next 2 to 3 months. Instead of moving to another provider I decided to wait. I saw on TV the Freedom Plan” is being offered in our area. I logged into my account and went to the “Upgrade My Account” page. There were two “Freedom Plans” plans the cheapest being $99.99 per month and both having 150 GB.

I checked what Exede was offering new customers in my area. The same plans with the one mentioned above costing $49.99 the first three months then $69.99. This is a locked in price for 3 years and the customer is agrees to be under contract for 2 years.

I called Customer Service telling them “I’m willing to sign a two year obligation for the same plan as a new customer without the first three months price reduction.” He said no because I wasn’t a new customer. I told him I’d close my account and open a new one which he said I couldn’t do either. I told him I did it before and asked to speak to his supervisor who said the same thing. After explaining how I did it before he connected me with a sale representative who told me he took care of a customer the previous week with a similar problem. The only way I could get the offer I wanted was to open a “new customer” account then cancel my current account the same day the new account was setup. He said to call Customer Service and ask them if they can move my email accounts over to the new account. I did this and was told it wasn’t possible. Now I have an appointment to get the new service installed, will have to close my current account, losing my email accounts causing us to create new email accounts, notifying everyone and going through the new customer hassles.

In my opinion this is affecting Exede’s bottom dollar by losing customers or costing them when a current customer has to create a new account and cancel the old. Offering no incentive is not good for customer support or relations.


Offer comparable new customer plans and obligations as upgrades to loyal customers who’ve met their obligation and are now non-contract customers.  It should be the plan as new customer plans without the first few month’s price break. This is a very simple fix once you get through the corporate politics.



Large increase in customer retention, happier loyal customers, money saved/earned positively affect the bottom line.

In the mean time is it possible for someone either fix it so I keep my current account or transfer my email accounts to my new account?

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Michael Kelly

  • 4 Posts
  • 1 Reply Like
  • like a neglected loyal customer!!!

Posted 3 years ago

  • 1
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Diana, Viasat Employee

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Hi Mike,  Thank you so much for the suggestion. It is appreciated and will be sent to our retention team for consideration.  We are looking at customer loyalty incentives and may be in place in the coming year. Please send your account and contact information and we can discuss this in more detail. Send to  Thanks again for your insight and ideas.