Customer Service and Installation Concerns

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  • Updated 11 months ago
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This is the absolute worst company I have ever dealt with when it comes to taking care of customers. I didn't think AT&T could be beat...until now.  I have a new Exceed service contract or a home of new construction.  The technician installed it when my husband (completely non-technical) was home.  Mounted in the attic above the garage (WHY? WHO KNOWS?) at the far left back side of our house.  The service was terrible from the beginning. For my son's school research, we had to take the laptop to the garage door to get only 1 bar of internet (no cable could be run to try for direct connection, because the tech installed it (in our attic over the garage!!!! Unbelievable.) 
I depend on internet because I have webinars for work (I work out of my home office - or am supposed to - haven't been able since we moved because Exceed service isn't available except for the area beside the garage where I get one bar. I've called numerous times and I was patient, and even allowed another tech to come out to try to make it better. He. too, admitted that it probably wouldn't be sufficient to conduct streaming or smart tv needs unless I hired an electrician to find a way to relocate a stronger modem and maybe add wifi extenders - WHO HAS THE TIME OR MONEY TO HAVE TO HIRE PEOPLE AND SPEND ALL THE MONEY JUST IN EFFORTS TO "TRY" TO BOOST THE INTERNET THAT SHOULD ALREADY WORK!?!?
I am very frustrated because I tried to handle in a nice Christian way.  I've called numerous times and have asked for the service to be cancelled and the 24 month contract be removed due to the lack of the ability to use the internet service. They have declined every time, even though the service isn't usable - because the connection is "live"...not usable, but live.  
This beats all I've ever experienced.  this is a crooked company that does not care about servicing the customer, but instead they trick you into a 24 month contract and hold you to it even when you can't use the service they supposedly installed. CRAZY. WRONG. CORRUPT.  

It amazes me that companies like this stay in business, when hard working, good-hearted, customer focused employees, like most of us do what we can do to make things right and make people happy every day. 

Blows my mind. I'm so sorry that you all have to be associated with  a company like Exceed.  Terrible - flat out terrible.
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Shana Neely

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Posted 11 months ago

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Markgc, Champion

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That sounds like a terrible installation.  I hope that the exede corporate people on this forum can help you out. The modem needs to be moved to an inside location. It will bake and freeze in the garage loft. 

As a stop gap have you tried using a wifi booster to get the wifi signal further into you house.
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Shana Neely

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The supervisor has insisted that I purchase booster/extenders - i hesitate as, even under the attic in the garage where the modem is installed, I get 1 bar. There is no way, in my opinion, that the rest of our house (smart TVs, kids' pcs and phones, my work internet needs at the other end of our house) will improve.  I am blown away by the resistance of this company simply insisting that because I have a so-called "live" connection, they will not excuse our 24 month contract. I have 22 more months.
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Bev, Champion

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Shana, did you send an email about this to exedelistens@viasat.com as suggested in your other thread about this? If not please send your account and contact information and, a link to this thread - so they know what the email is about without you having to retype everything again.

An attic is a bad install and, I'm sure that sending an email to that address, which goes to corporate, will get a good installer out there to correct the bad placement of the modem. Unfortunately the installers do not work for Exede/Viasat. They are independent contractors, often they also install Dish, DirecTV and even HughesNet as well. Not all of them are good, I've encountered one that was bad, fortunately, he was simply uneducated at installing and, after much discussion with Viasat, he returned and, had improved greatly.

Someone does need to come out and relocate your modem and, with Easy Care added to your account, one relocation per year is included. Schedule when you are home and, insist the modem be placed in an easily accessible location, like your home office.
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Andy Schack

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Actually Bev, Exede does have their own installation guys.

As for the install in question. Any placement of a modem where it isn't heated and cooled is an improper install.

The worst one I've seen so far, and I showed this at a meeting in Carlsbad, was a modem mounted on top of a 6 ft ladder with a 5 gal bucket placed on top to keep the rain off. Now you might think, but Andy, how could it breathe with a bucket over it? Good question....they drilled holes all around the side near the top of the bucket.

I haven't "seen it all" but I've seen a LOT.

Andy
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Matt B, Viasat Employee

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Um, Andy, do you still have pictures of that install?  I really, really want to see that!  If you do, send the pictures to PS.  Please!!!!!
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Shana Neely

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Hi Bev, 
I have tried and tried, and no one will let me out of this contract. I am not willing to spend more money with the quality of the service as it was upon installation. The customer service reps and supervisors want me to purchase extenders/boosters but if they could just see the experience we've had and the location of the already poor service we have, they would see that there is no hope. I just want out of our contract. This is beyond ridiculous.
Thanks
Shana
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Matt B, Viasat Employee

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Shana, 

Can you please send us your info?  I would like to get this solved for you!  As stated in this and the other thread, there's no excuse for the modem to be installed in an attic!!

ExedeListens@viasat.com
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Shana Neely

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Hi Matt, I'd love for you to help, but I've talked to SO many people; I've written letters; I've blogged; I've asked to simply get out of my contract, and noone will allow me. I honestly just want out. 
Shana [phone number removed for security - this is a public forum.]
(Edited)
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Jim, Champion

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Shana, Please share where you live. (city and state only)
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Shana Neely

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Waynesboro, MS
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Stephen Rice, Champion

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It sounds like some installers do crappy work.  My installer was very professional and FAST.  I think he was onsite less than an hour and then, BAM!, I had fast internet.

I can't complain about prime time either.  Its 5:18 PM CST and I'm getting 3 mbps down on the Liberty Pass.  Perfectly acceptable.  Now its time to watch some Netflix.
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Shana Neely

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I am so happy that you had a good experience and have good service!  that is super!