Disappointed in customer service

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  • Problem
  • Updated 4 years ago
  • Acknowledged
Well.....I'm now disappointed enough to post.  Hopefully this will shed some light for folks with options for internet service so they can make an educated buying decision.  Alas, I have limited choices and am stuck .

Here's my anecdotal story.  So, I bought the kool-aid that this brand new service was going to be way better - the liberty plan would set me free.  Being a skeptic, I did take down some notes about speed with my current (inaccurately titled) "umlimited" plan.  I had a pretty good router setup and thought there might be a chance that by getting Exede's router/modem, that I might be taking a step back.  Alas the kool-aid said that I wouldn't be.  Fast forward to post install and I'm 20% slower just launching Chrome and loading 3 simple home pages.  My Amazon Movies all time out now (we used to watch 3-4 movies/month with very rare stoppage/slow down) and one of my children has advised me that our internet now stinks.  My speed tests were all done during similar timeframes and while well under the data limit. 

So....this is where it goes downhill.  I send a note to Exede's customer service; on a related now, I think it's an effort to dissuade people from sending emails by them asking for obscure credit card information that is not needed to identify your account.  Pathetic.  Can't wait to hear what the monitor says on that one....$10 says a reasonable explanation is left out on the reply.  Anyway, I get the same old sob story that there's too much traffic in the area, and they'll launch another satellite in summer, blah blah blah.  So, I go to reply to then ask the specific question if it's related to equipment possibly only to find that the agent had already marked the case closed.  Sherlock apparently patted herself on the back a bit too soon.  Alas, I was then led down the path of "you have to create a new case that will be ignored the same way your first one was, but rest assured, we love you as a customer".

Pretty bad.  But what do I know....just a sarcastic loser customer.  

Thanks a bunch Exede.  I love you too.  (more sarcasm).
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Peter Fuchs

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Posted 4 years ago

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Brad, Viasat Employee

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Hello Peter,
I'm sorry that your interaction didn't go well and your case closed without a satisfactory answer. With the Liberty plans, you aren't held to a hard data cap like our Classic Plans but like the rest of the network if you're in an area with lots of congestion the speeds may be impacted all the same. We are launching a satellite at the end of the year (we had to schedule with a different carrier from SpaceX) and in the mean time we are working on easing the congestion. This could take time and not an overnight fix. That's if that's the reason for your slow speeds. other factors such as routers (constantly a usual suspect) or the various devices connected could impact as well. We usually ask for an email because we can handle your account specifically but we will never ask for card information (we do in the event of a billing dispute but we ask all sensitive material be marked out). Anyway I wouldn't mind looking at your account if you email exedelistens@viasat.com