Customer service

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  • Updated 8 months ago
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  • (Edited)
Please be sure this email reaches the appropriate persons in-charge of your bad excuse of customer service!!!We have been with y'all for a long time and always pay our bill on time. Wehad a ton of issues when we first installed your system that inconveniencedus many times and we were over billed a few times. Finally has been workingdecently. We have never gone over our data. Somehow we went over within the first 2 weeks of this billing cycle. I then paid $30 for 3 GB I was told the only thing I could do is pay $95 foran additional 10GB!?!? Are y'all high or just plain crooks!?!? How about allthe months that we didn't use our 150GB we PAID for!?!? Why don't you let usroll that data over!?!? Or maybe we should charge y'all $30 for every 3GB wedidn't use each month! This is just bad business! And we will be stoppingyour service and going elsewhere!This was sent to y'all days later. And what a surprise... still no response!!! Talk about an inability to make your customers feel at ease when giving you their hard earned money!!! How your company is still in business is beyond me! But hey, I'm just the little guy in your big picture of bad business... Thanks for not responding to my feedback and emails... Thus proving the lack of care for your loyal customers as well as your lack of customer service! Trust me when I say I have a HUGE Influence on the people in this area! And instead of talking people into your service, we will be converting ALL of your customers and Potential customers out of your bad service! Absolutely the worst response time I have ever seen! If I ran my business like this... I wouldn't have a business! Prime example of what happens when a company grows too big too fast!
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Donny

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Posted 9 months ago

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Judge and Jury

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Ok, you had your rant.  You're going to get a few sappy replies on this but before they all get here, let me tell you how cows eat cabbage.

You said this is a prime example of what happens when a company grows too big too fast.

Say what??  Do you have even a slight idea of how long this company has been in business?  They didn't just appear yesterday.  ViaSat was co-founded in May 1986 by Mark Dankberg, Mark Miller and Steve Hart.  They have been building the company ever since, one accomplishment at a time.
How can you even say they are too big?  As businesses go, they are very small potatoes.  Presently they have 2 satellites in operation supplying Internet and a third moving into position for activation in the first quarter of 2018.  To say they are too big implies they have a lot of money. Well they don't.  When ViaSat bought WildBlue, they didn't go to a bank to get a loan, they offered stock.  Better to pay people that have confidence in them than a bank that doesn't care one way or another as long as they get their money back. 
You question how they can still be in business.  It's really quite simple. They deliver.  Presently they are the victims of their own success having more subscribers than they can handle at various times of the day, but over-all, the service works rather well.  People still like their service and subscribe despite the temporary congestion issues which will be gone in a few months.  There's still people out there that have confidence in ViaSat/exede, so they stay with them knowing the leap forward going from WildBlue to Exede was tremendous and now the same step-up in performance will happen again with the activation of ViaSat-2.
You're ticked off because you had to pay $10 per GB for more data.  Look around.  AT&T cell-phone service gets $15 per GB and just lets the clock keep running, allowing a customer to rack up super-bills payable at the end of the month. Those customers may not have even known they ran out of data until the bill arrives, wow, what a surprise.  ViaSat/exede slows you down and you know your data is consumed, time to pay more, but don't really have to, and until then, it keeps working.  AT&T will flatly cut you off if you don't agree to an open-ended account when you run out of data. 
Roll-over data?  It's not how much you buy each month, it's the limit on how much you can consume in a month.  I hope you understand the difference.
You complained about poor customer service.  I don't see you describing anything amiss with customer service, just a gripe about the price of more GB of data.  It appears you had issues when you first subscribed and the lousy customer service you speak of got things right. So you are really only here to bad-talk exede because you expect to get something for nothing or close to it.

If you dump exede you will be missed.  Not for the fortune that they could have made from you [sic], but that another person failed to be satisfied with the best ViaSat/exede could provide with the promise of better conditions still to come. Oh, ViaSat hasn't broken a promise yet.
 
(Edited)
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Bev, Champion

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Roy, that's the point, satellites have a limited capacity, Viasat doesn't want to add more customers than it can support faster than they can build and launch satellites.
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Tracy

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Does Exede approve of Craig telling customers to leave and they won't be missed?
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Jim16, Champion

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"If you dump exede you will be missed.  Not for the fortune that they could have made from you [sic], but that another person failed to be satisfied with the best ViaSat/exede could provide with the promise of better conditions still to come."

Doesn't sound like Craig told anyone to leave Tracy.  Did I miss something?
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Jim16, Champion

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"If you dump exede you will be missed.  Not for the fortune that they could have made from you [sic], but that another person failed to be satisfied with the best ViaSat/exede could provide with the promise of better conditions still to come."

Doesn't sound like Craig told anyone to leave Tracy.  Did I miss something?
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Jim16, Champion

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Dreaded double post that you can't get rid of....
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Barry Paepcke

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First of all I live out in the country very little offering for internet. I have tried the few service available dsl and wifi they were a joke to say the least. I came back to exede glad I did I have used alot of data why you mite ask because an app I was using never stop streaming even thou the main app was closed. I am not faulting exede for my mistake just darn glad they are here keep up the good job.
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Bev, Champion

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1. No real problem here for Customer Care to respond to and, try to resolve, just a vent over the cost of Buy More Data, which is optional.

2. A threat to leave, possible cancelation request but, per the customer agreement, cancelations are not done by email, you have to call to cancel service.

I'm sure the automated email, letting you know that your email was received reached your inbox.

Now, if you actually have an issue you would like help with, i.e. figuring out where all of your data went, we'd be happy to help you with that, as would Customer Care. 
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Brad, Viasat Employee

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First and foremost as a point of following our forum rules. Please refrain from profanity. I'm keeping this thread up due to the responses but future instances will lead to a removal of posts.

When you said you contacted us did you email exedelistens@viasat.com? Any other email address will NOT go to us. There are email address that our front line handles but the ONLY one that goes to corporate/the moderators on this forum is the exedelistens@viasat.com email. Please contact us there and we'll work with you. 

To quickly address your complaints:

We DO NOT do rollover data. It's a use it or lose it plan. Exede does not refund for unused data. Likewise if you find yourself not using your data monthly you can always change to a more suitable plan. Think of it like a Netflix plan and only watching 1 movie. You still have to pay the same if you watch many movies.

Please email us if you have further questions
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Diana, Viasat Employee

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Hello Donny, I'm sorry you feel we did not respond to you in a timely manner. Your email was received by our Customer Service Department on August 21st.   We do our best to respond within 24 hours. A response was sent on August 22nd. If you need immediate technical support on an issues after our business hours, please call 855-463-9333.
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Donny

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My apologies. I didn't realize that this was being posted on a forum. This was only meant for Exede customer service.
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Old Labs

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This is a common mistake that's made, don't fret over it and come back when you need some help from other customers.

But nice touch, Donny, and kudos... it's rare for anyone to come back and admit an error (here or anywhere else for that matter). I applaud you for it.
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Donny

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Thank you. Our customer service history with "Exede" (founded in 2012 not Viasat founded in 1968) goes much, much deeper than what was in my first post, that's why I made the comments that I did. I didn't include that because this was meant as a follow up email to "Exede" only, not some "rant" on a forum. Thanks again!
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VeteranSatUser, Champion

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We have all got upset about our utilities at one point or another. Cable, electric, satellite tv, etc. But kudos to you on your follow up message. Hang in there. Your internet will get better!
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Bev, Champion

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A few of us have even gone off toward Exede a time or two. Okay with cause but, yes, I've given them an ear, or eye full over problems too. They know they aren't perfect and, I do understand how frustrating it ca be when you aren't getting the answers you need.
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Stephen Rice

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Yippie! More bandwidth for me if someone who constantly uses 150+ GB a month leaves.