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It is frustrating and deeply disappointing that I have to return to this, a subject I thought I had reached resolution on.
After posting in this forum - and acting on the suggestion of Matt B (a very helpful Viasat rep in this forum) - I shared the following by way of an Email to Viasat Listens (edited somewhat, but the gist remains intact):
Hello Team Viasat,
I am sending this at the suggestion of Matt B, who replied to the following post in the ViaSat community. Per Matt's request, our account information is shown below.
xxxxx (account info removed per site guidelines)
The post from the ViaSat Community is below:*************
Today I called customer service to see... (my inquiry concerned pricing and plan options). I (eventually) asked about discontinuing the service.
It was then that I learned a couple of disturbing truths concerning ViaSat’s legal terms for EasyCare customers.
First, there is no pro-rated refund for disconnection in the middle of your billing period. Our billing period started only about a week ago and yet if we were to discontinue our service now, there would be no pro-rated refund. In other words, we would be paying for service we are not even using.
Second, since ViaSat wants the TRIA back (totally fine with us and understandable), we would need to have it removed from our roof. To get that done. ViaSat wants to extract a fee of $95 - even though we are already paying for EasyCare and have been paying that for years.
So to recap - ViaSat refuses to offer a pro-rated refund, even though we are literally just now entering the second week of this service period - and in addition to that refusal, ViaSat will charge us $95 to remove a TRIA when my wife and I literally have no choice in the matter. We are not about to climb on a roof.
From our perspective, this smacks of customer abuse. It certainly isn’t customer service. Bear in mind that we’ve been ViaSat customers for years, regularly making our payments for service as well as for EasyCare. As we now enter a phase of our lives where satellite service (and the fees required by said service) no longer makes sense for us, we are rewarded for our loyalty as customers with an extraction of one final pound of flesh. Surely, that cannot be so. Absolutely, it should not be so.
Is there a customer service rep in this forum who can help to resolve this? Because it is (as said already) abusive treatment of customers who have been loyal, literally for years.
Please advise what can be done to resolve this. Thanks.
Again, the above email was sent to Viasat Listens at Matt's suggestion. After a couple of days, Matt replied. I have included the relevant portions of his reply below:
The care agent you spoke with was correct in stating that we do not refund for partial month's usage, it's in the customer agreement. It's a similar issue with the equipment recovery service call. At one point, that was a part of the EasyCare program. The benefits of that program changed earlier this year.
Frontline agents don't have the ability to waive those charges at their level. At mine we do, and I have no problem taking care of both the last month's bill and the service call charge for you!
However, I can't perform the disconnection through email exchanges, you will have to call Customer Care once more to disconnect the account. I've noted on this case number that these charges are to be waived. If you run into any trouble with this, go ahead and continue the disconnect process and email us once more.
Thank you for choosing Viasat.
I replied to thank Matt and to wish him and Viasat well. Per his instructions, I contacted Viasat by way of a phone call again and, as predicted, the phone CSR said that he could not honor the commitment I had received. Acting on the suggestion I had received, I went ahead and scheduled the disconnection order. I also asked about scheduling the no-fee service call to remove the TRIA and was told by the phone CSR that he could not schedule that, given that he had not made the commitment. I would have to go back to where I had received that commitment and schedule the TRIA removal there. Interestingly, the phone CSR did not contradict that I had received such a commitment (he found and read the Email), although he did claim that the case# had not been noted as I had been led to believe it would be. No worries, people get busy, balls get dropped, I trusted the process would work.
Also acting on advice received, I emailed. I waited a couple of days and emailed again. I waited another couple of days and emailed again.
When I emailed - for the fourth time - my email started off like this:
This is now the fourth request which I have sent as a follow-up. As mentioned, this is what Matt advised that I do if I received no cooperation from the Viasat CSR - so it is what I am doing.
After waiting another couple of days, I sent one more Email (edited):
... if I have not received some kind of response from Viasat by 4PM EDT today, I will post my concerns in a public forum. My preference is to complete what I had every reason to believe was an amicable and cooperative solution through private correspondence. Your silence on this matter and lack of a reply to multiple attempts to contact you have raised concerns on my part.
Please note that I did receive the equipment return box along with instructions. Those instructions direct me to remove and return the TRIA, which I have already explained we cannot do. I need further and clear instructions from you as to how to handle concerns already documented in this Email thread. If I don't get those instructions immediately, I will have no choice but to complete the return without inclusion of the TRIA.
Also please note that I have contacted my bank and advised that I intend to open a dispute for charges which Viasat might apply for unreturned equipment. My bank advised me that they will be fully supportive and cooperative, should that become necessary. I truly hope and want to believe that it will not be necessary - that, as already promised, a no-fee service call will be scheduled, a pro-rated refund will be provided and that I will hear back from you ASAP concerning next steps.
I appreciate your immediate attention to this matter. Thanks.
4 PM yesterday came and went and I did not post to this forum (until right now). I was quite busy at work. In the meantime, I have everything (except for the TRIA) ready to go, but what I do not have is any kind of a reply from Viasat Listens, despite now five Emails pleading for help and resolution on the matter.
Can I please get help and honoring of the commitment received? The silence is deafening.