Customer service closed before 8am?

  • 1
  • Question
  • Updated 5 months ago
  • Answered
With yesterday's outage around 2am I called a little before 3am and spent four hours on hold. A little after 7am, the automated message changed to say that I had reached Viasat outside of customer service hours and that I would have to call back later. It redirected me to a survey (as if I had already talked to a customer service agent) and then hung up on me.

So, did they actually change the hours so it is closed between certain hours? Or was that just a way to kick me off the line?
Photo of zanne

zanne

  • 209 Posts
  • 58 Reply Likes

Posted 5 months ago

  • 1
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 3897 Posts
  • 3974 Reply Likes
It sounds like it was more that the phone system went into meltdown due to the high number of calls. The moderators have suggested it has been a learning experience. Per Brad:

We're working on better methods of informing customers. There SHOULD be a IVR message for the folks that call in as per our standard protocol.  I do know we're having ongoing communications tied to our social channels and this forum as we brainstorm updates and new methods to be able to get timely information out about situations like this. Sometimes a few hoops have to be cleared but we hear you loud and clear and are taking the suggestions and criticisms into account.    
Sometimes it takes a good meltdown before already broken processes are addressed. The best measure of a process is not how everything goes when running smoothly, but rather how well everything goes when the stuff hits the fan. In this case it would appear it turned into a dumpster fire... 
(Edited)
Photo of zanne

zanne

  • 209 Posts
  • 58 Reply Likes
Thanks for the info. I admit I was highly frustrated when I got hung up on like that. I really do wish there was some way of sending notifications to the modem page (when such a thing is possible). It did help when I called back after the 4 hours on hold and got the message that there was an outage. But, considering I had to wait 4 hours and call back for that, it was a little too late.
Photo of Diana

Diana, Viasat Employee

  • 2243 Posts
  • 424 Reply Likes
Hello Zane,  no we have not changed the business hours.  There were a considerable amount of calls yesterday so perhaps the incorrect response played in error.  I apologize for that. 
We did have some issue with the IVR  yesterday.