Customer service poor until you decide to quit

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  • Problem
  • Updated 3 years ago
  • Acknowledged
Initially called and talked to a friendly person where we completed the process of creating my new install in our new house.  Subsequently, the technician never showed up.  Came back to the apartment where a voice message was left on the device/phone number to be moved that they had no available tech - I'd given them my cell phone to call if there were issues.  I called to reschedule (soonest was a week later).  Awaited them to arrive on the new date and after they failed to show up again called for a status - I was then lied to and told that they called me to tell me there wasn't a tech available - I checked, neither my cell, nor my soon to be ported apartment phone had messages regarding this company.  I then asked the rep what he's was going to do to make this situation right...nothing...reschedule...funny thing is after I cancelled my order for your service via another rep - all of a sudden you value my business...really?  Too late - and way too little for the amount of time I've spent waiting.  Kicker is y'all are so inept that my telephone number which y'all were going to port over...well - you NEVER CANCELLED THAT ORDER!  I'm now without telephone service...incompetence at it's finest right here ladies and gentlemen.
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  • Disgusted

Posted 3 years ago

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Photo of gm92066


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You're lucky you got to cancel, the CS is just as bad, maybe even worse when your stuck in a contract !
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Brad, Viasat Employee

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Hi John,

I'm sorry that this didn't work out for you. Unfortunately a lot of times it's sort of a random chance situation calling in regardless of company. We try to curb situations like yours from happening and unfortunately it ended with a lot of frustration and time wasted. If there was any silver lining to this frustrating ordeal, hopefully it's that we improve moving forward.

As for porting numbers that's a fickle beast that does take a lot of time and usually although it's past the point now it's way less messier to wait until that portion completes prior to ending services as that can cause the number to be in limbo. 

Again deepest apologies for this ordeal.

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