Need help with service outage

  • 1
  • Problem
  • Updated 3 years ago
  • (Edited)
I have had intermittent problems for the last couple of weeks, but 5 days ago the service died completely. I could connect to the sat modem at get to it locally but nothing through it. When I called support, they told me the dish would need to be re-aligned... and oh by the way it's gonna cost you $95.00 for them to come out ... oh and by the way we can't schedule it so "someone" will call you in the next 72hours. 3 days later I'm calling in, guess what? No one called me to schedule the service. "Oh we're so sorry, we'll resubmit that for you and you should get a call in the next 72 hours", Oh no!!! Can I just go find a local satellite company that installs Exede myself and get them to come out? Oh no, that won't work they say... Ok, can we escalate this issue since I'm now 5 days without internet service? Sure they say it is escalated. Great, when will I get an update... Within 72 hours... wow, that is frigging fantastic. When would I have received an update if we had not escalated it? - 72 hours - And now that it is escalated I can expect an update in ... 72 hours... I'm so happy I escalated!!

Why can't you guys (Exede) get your shit together?

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mackals

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  • extremely pissed off

Posted 3 years ago

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Brian, Champion

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I think Exede probably does have their shit together but it's not being delivered to you the way you want it to be.

Their installers are independent providers and probably have a contractual territory. Hate the local businessman.

And, when an dish goes out of alignment, how would that be Exede's error? 

Two years ago I lost signal. A tree in a neighbor's yard fell. It blocked my signal. Either I cut down someone else's tree or have the dish aligned to a different satellite. Yup, $95. My local businessman (installer) was prompt, courteous and effective and I had service back.

I'm saddened that your experience isn't similar.

Have you considered that perhaps your sarcasm doesn't serve you well in this situation? 
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Jim, Champion

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In spite of what some CSR told you, there is no reason a local dealer cannot send someone out to align your dish. Often they will charge you less than what Exede will. The only reason to call Exede for the service is that they will sometimes discount the service call fee. I have been on service calls where the customer told me they were only being charged $30 to $35 by Exede.
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mackals

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They may be independent business men, but Exede has the obligation to provide an adequate way to get service to their end users. At a minimum they should be able to schedule the appointment and follow-up with their service arm (even though it is a local businessman with whom they have the contract) if they want to provide a positive experience for their customers. Each interaction I have had with Exede has been poor at best. A tree falling and blocking your signal is one thing, failing for no apparent reason is something else. The 95$ service fee aside though, I should be able to call a service provider and at least have a service call scheduled within a 3 day window without a follow-up on my part and without having to escalate... Sarcasm on my part or not, that's just poor customer service, poor execution, or a poor business model.
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Steve Frederick-VS1/Beam314, Champion

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Have you tried by sending an email to the moderators here at exedelistens@viasat.com? The will take care of you in short order. They are full time Exede employees. Include your account number and a phone number.
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Old Labs (VS1-329-L12FZ)

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Or just call a local dealer directly...

http://www.exede.com/locate-a-dealer/

worked for me the one time I needed "immediate" assistance.  
(Edited)
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mackals

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Thanks guys,
I didn't get anything back from the moderators yet, but I did find a local dealer from "Old Labs" locate-a-dealer post and have someone coming out Monday to realign the dish for me.

Appreciate the help. Thank goodness for the forums when Exede is no help at all...
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Shonda Adams

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It's wonderful that everyone is defending Exede but I have the same problem. My internet has been intermittent for days and totally goes out at random times. Oh and by the way I have emailed them and they won't respond.
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cloverdavid

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I wish ALL posters would say where they are located (city, state) as posts like these can only be helpful to us if we know where you are. And take a drink, a long breath, a toke...and try to avoid the angry language. We know you are angry. Sometimes, too much anger makes people sound a little, well, you know...
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Shonda Adams

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Arkadelphia, AR