Disappointed with service

  • 2
  • Problem
  • Updated 1 year ago
  • In Progress
I too am disappointed with coustomer service.. The day after my data reset for the month I got an email saying that I had used 70% of my data for the month. I spoke with 2 different people about this and told them it was impossible as I work 3rd shift and had been asleep all day and worked all night and my husband rarely gets on the internet. They were very rude and arguementive. Said I was responsible for makeing sure my data was secured. I live in a very rual area and cant even access my wifi outside at the swimming pool so I know nobody else has accessed my modem. Thank goodness we will be moving soon and I wont have to deal with these jerks anymore. I have been an exede customer for about 20 years .
Photo of Barbara Franklin

Barbara Franklin

  • 0 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 2
Photo of Bev

Bev, Champion

  • 3011 Posts
  • 1250 Reply Likes
Barbara, please send an email to exedelistens@viasat.com and provide your account information and, request a usage review by the moderators here. They are no the same as the phone reps and, will tell you when your data was used, what type of activity it was used for and, what device most likely used it.
Photo of Brad

Brad, Viasat Employee

  • 2887 Posts
  • 968 Reply Likes
Hi Barbara, if you email the address that Bev posted exedelistens@viasat.com you'll be able to talk to myself or one of my teammates. We'll gladly look over your data as there can be several things that can use your data even though you're not personally using your service (Windows updates, app updates to name a few)
Photo of James

James

  • 329 Posts
  • 51 Reply Likes
so Brad please explain how all my data disappears when the ethernet cable is unplugged but modem is still powered on? I have yet to receive an explination on this one, oh and as far as the modem "catching up" this has been tested many times at a fresh data reset while in the late nite free zone.
Photo of johnny c

johnny c

  • 265 Posts
  • 109 Reply Likes
Wouldn't it be nice, better, more professional if customer service would actually do something rather than the customer having to get on to the forum and tell the world, I am disappointed with the exede.

What could customer service do?

Forward the customer's concern to a tech/moderator to review the usage and notify the customer that a review is taking place and we will forward the results.

Then customer would feel that exede is actually concerned about customer satisfaction and they, customer service, has actually performed a service.

And depending upon the results they could also provide a list of things to check or tell the customer that they found an issue and corrected it.

Just so basic, Bev stated the phone reps aren't the same as the moderators, ok fine, but shouldn't they be part of the TEAM, doing all they can to assist, streamline and make the system work, rather than their typical unproductive responses to the customers.


I haven't talked to a phone rep since i have had Exede, but i continue to read the overall dissatisfaction that numerous customers have posted.
Photo of Bev

Bev, Champion

  • 3011 Posts
  • 1250 Reply Likes
Like any large company, one, or a handful of people cannot possibly keep track of what everyone else in the company does. As a customer of those huge companies, you learn to keep trying different avenues until you find the one that is most responsive to your preferred methods of communication.

I know that the whole power cycle, reboot, check usage totals is the first step in troubleshooting ANY issue with Exede. Check connections, look for obstructions of the dish next, then check the modem status page.

By then, either you have solved the problem, found the cause and know it's your fault (over data limit or dish obstruction, weather usually), have found an indication of a problem (on the status page) and need to call or email because you aren't sure, or can't fix that. Or still have no clue as to the cause so, need to call or email for advice. Or it's a billing issue in which case, you need to call the billing department, not tech support.

I know it's frustrating when you get told to reboot, power cycle and/or buy more data or wait for your billing cycle to reset your data but, those are the first steps in troubleshooting and, you have to eliminate any of that as a possibility before you can move on. The reps have no idea how little or how much any one of us understands about satellite internet service, or how tech savvy we might or might not be, they have to treat us all as if we are internet and tech morons that wouldn't think to do the basics first.

As frustrating as it can be, if you just hold your temper and work through the process with the techs, you will get to the cause of the problem, it may take time, as in several weeks, but eventually it will be found and, at the least explained, if not fixed. (congestion on your beam and, small data allowances can't be fixed until Viasat 2 is fully operational and, handling connections.)
Photo of johnny c

johnny c

  • 265 Posts
  • 109 Reply Likes
Bev, I respect your comments and while valid , lets call a spade a spade, too many CSR that either follow a poorly developed script or don't really care.   They should be forwarding concerns to techs so that REAL assistance can be provided.  Also training for the CSR to allow them to take the first two steps, rebooting etc. is time consuming while talking to the CSR, these steps should be provided to all customers and if issues still exist then contact the CSR.  Exede should provide self help, other than having to find it online, make it available in the welcome kit etc.

Bev thanks for your comments are Champions or any posters compensated by Exede in any fashion?

Believe me, with a well designed welcome kit starting with the installers, and improved CSR guidance training etc., this board would almost be unnecessary.

Yes there are a lot of parts, subcontractors etc, but management has to insure all of these entities are working together to deliver a top product, seems like there is work to be done starting at the top.

I and others always feel, that sat companies feel that sat customers are a trapped segment of the population and sat companies have a somewhat Take it or leave it attitude.


Perceptions are a hard thing to change, lets start.
(Edited)
Photo of Old Labs

Old Labs

  • 3315 Posts
  • 3297 Reply Likes
Bev thanks for your comments are Champions or any posters compensated by Exede in any fashion?
Well there was the time the marketing department sent me an Exede emblazoned promotional 4GB USB drive...

Will work for thumb drives ;)

From experience, the title's greatest value is in being accused of being a paid shill for ViaSat, which enlivens otherwise boring exchanges. I can only state with certainty that I am not nor have I been compensated other than that $3 USB drive. As you say, perceptions are hard to change...

P.S. I'm not even a direct subscriber to Exede but rather through NRTC. This peer-to-peer support forum and the other legacy forum are the only viable support options we have. We have to go through NRTC's support, which only adds an additional layer to the support route before escalation to ViaSat can occur after much head banging. At least one other "champion" isn't even an Exede subscriber, he's a HughesNet customer but we share many of the same challenges when it comes to satellite internet. Some of us simply pay it forward for help we received when new to satellite internet.             
   
(Edited)
Photo of Bev

Bev, Champion

  • 3011 Posts
  • 1250 Reply Likes
No, Champions nor anyone else who posts is compensated in any way. Only those with "Exede" in their usernames are paid to be here.

I agree that many of us are trapped, it's Viasat (Exede) or EchoStar (Hughes) for internet service at our locations. Unfortunately, there are reps now and then that will take advantage of that to do only what they must to get that paycheck. No company is immune form hiring such people. Fortunately, that isn't the majority here in my experience. (Yes I have had to deal with a couple of those not so great reps myself.)

The tier one phone reps (first people we get when we call for tech support) do seem to be somewhat under informed on the internal technical side. They know when there is an outage, but don't seem to be told why any more than we as customers are. I doubt many of them care to look at the weather maps to see if that might be the problem and, I have yet to speak to one that could tell me more than "A problem at your gateway, it's being worked on." No what the problem was with, a dish, a server, etc.. and, no estimated time of repair.

One or the other would be nice to hear from reps. "Oh, yes, I'm sorry your having connectivity issues right now. I see one of the servers is down. They expect it to be back up in four to six hours. Would you like me to see how your connection looks from this end or, would you like to wait and, call back later if you are still having problems is four to six hours?" Would be great to hear. (I'd choose to call back since I can see the modem status page anytime I want.)

Of course, I think all reps should have to have Exede 12 as their only home internet for the first 90 days they work as a rep - that would educate them in a hurry. :)
Photo of johnny c

johnny c

  • 265 Posts
  • 109 Reply Likes
My comment reference champions compensated?   Was not just because of this thread.  Several that i have read have been pretty boiler plate stuff, but they always seem to be leaning in support of the company, when we know how frustrating it is to get any real assistance.

And getting assistance is all that the customer wants, WHY, HOW, but you just can't seem to get it from the PAID employees.  That is why Exede needs reorganization, concerning customer support.

Their entire approach falls so short that it is laughable, to be called support.

When I did software support/training, the customer didn't get off the line, or leave my classroom until he/she could work all of the issues/problems that I presented.

If Exede was serious about providing support they would revamp their support system.

As stated previously, I have never called their support line, customer service representatives etc., i've never had the need.  The system works.

But I can understand the need for support of any hardware/software system; but Exede support is lacking.

"If you don't like our system, get something else"  What else is there. For most it's sat or nothing.

So how much meaningful support are you going to provide, when you have a captive segment of the internet population?  As little as necessary.

A positive note, i was glad to see they now offer an appropriately priced service plan.  I emailed Exede about this when i first went with them, several years ago, that they should have a plan like Directv, not hey the wind just blew my dish and 95 dollars later it is again on the correct azimuth, so that goes on the pro side of the ledger for Exede.

Another positive is my service has been reliable and speeds adequate for my use, naturally, initial expectations must be adjusted and you must work within the sat capabilities.

Time to end my ramblings,  Exede service has been reliable, faster than using my Verizon phone as a personal hot spot (although Verizon hotspot also gets the job done).

Exede is too expensive and data restrictive, i understand things may change a little next year when sat 2 comes on line, i may stay to see what is offered.

We are having a terrible storm now so this entire, whatever has been typed using my iphone 6+ as a hot spot.

Exede you need to fix your support structure, so that it is really meaningful and your customers can count on your directly paid employees providing top notch service to them in a timely manner.

Have a nice day/night.
Photo of Brad

Brad, Viasat Employee

  • 2887 Posts
  • 968 Reply Likes
Hi Johnny! First and foremost the Champions on here are just customers we've added a flair button to for being helpful with answers on the forum. They are in no way paid by us or anything like that, They are customers like you that we gave a Champion designation as a kudos for helping out (anyone on here can be a Champion if they are helpful....it's sort of like the Apple Forums for example)

To try to hit all of your points, We are expanding our network. Our launch earlier this month is a MAJOR step towards a much better Exede experience. Once servicable early next year (it's going to take a few months of testing and settling into the orbital slot. but it'll be worth the wait) we'll effectively double our ENTIRE bandwidth. As the new satellite takes some of the workload we'll be able to offer exciting new capabilities such as plans with streaming videos in mind, faster speeds and so on. Expect an announcement closer to time.

Support is something we always want to improve on. Unfortunately sometimes those interactions with agents may not go smoothly, they may not be as technically versed as hoped for, they may not have good bedside manner but that's 100% why we record our calls and try to fix those interactions and take appropriate actions when that happens. On the other hand we train our agents to be able to do these things to mind their Ps & Qs when talking to customers so not every experience will be bad like the one experienced. I think some replies below have had positive interactions. 
Photo of Bev

Bev, Champion

  • 3011 Posts
  • 1250 Reply Likes
Definitely positive interaction 99% of the time with support. I've only ever spoken with two that weren't polite and, tried to be understanding, even though they didn't have the information or, a solution for me. Only one that actually made stuff up just to get me off the phone and, that was amusing, annoying but amusing.

The business side support does seem to be more responsive and, courteous overall, maybe that's just because they are dealing with business subscribers and don't have to deal with the absolute internet morons the residential side has to deal with. (Those that think " It's a computer, any computer program will run on it and, if I just plug in this cable, I'll have internet at lightening speed and, can use it all I want." after having subscribed to satellite service because, hey, we all know a satellite is one of the highest tech things going so, it has to be better than internet on wires and cables right? :P (AKA the ones that should call up Verizon, Comcast, Cable One or whoever and get internet from them instead because they can.)
Photo of Bev

Bev, Champion

  • 3011 Posts
  • 1250 Reply Likes
The problem is, as a support rep you don't get happy callers calling up to praise anything, you get upset callers that want whatever they are complaining about fixed YESTERDAY - even if it's slowed speeds because they used all of their purchased data for the month. They somehow want the rep to magically undo whatever used their data. they want to be connected NOW even if a hurricane is going on at their gateway. They want 25Mbps even if there are 100 more users using their beam at that time than the beam can handle because for some odd reason absolutely everyone on that beam decided to download something at the exact same time.

They see data limits, speed limiting, congestion, limited capacity and such as a cop out that Viasat should remedy overnight or, claim Viasat should not have sold service to so many people. They don't want to hear that Viasat needs as many subscribers as possible to earn the money needed to build and launch another satellite, set up more gateways, hire more employees to man it all, etc.... so that many of the "problems" can be alleviated, at least to some degree.

So, what's a rep to do? Give them something to do that might help a bit - power cycle and reboot.

We live in a world of instant gratification, unfortunately rocket science doesn't deal in instant gratification and, satellite internet really does require rocket science.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2575 Posts
  • 1586 Reply Likes
I agree with the points that Bev and Old Labs have brought forward here. In the over 10 years I have been using Wildblue, then Exede internet service, I have had to contact Customer Service via phone around a dozen times. In all but one case the rep was polite and tried to help me without reservation. the first line reps are not well versed in the satellite internet workings, but do work off the computer generated assistance program provided for them. Twice my problem required a tech to come out, and the service call was scheduled within a few days, and the problem was taken care of very professionally, restoring my service. On one other occasion, my modem was resetting may times a day, and after an email to the Social Networking rep Exede Diana, Diana confirmed that my modem was having issues, and scheduled a replacement  be installed by a tech two days later. This was a Saturday, and Diana had a tech out on Monday, very good response since it was a weekend.

I have never had to pay for a service call, that being because I do have the customer care plan. Being polite and not getting all excited when you are trying  to get help is the key to getting the best help you need. When you get snappy with the cs rep, they will by nature have a difficult time maintaining their good side. Be patient with those first line reps when you call, they are not technical folks, just folks their t o try to sort through your problems, and hopefully help you, or direct you to someone who can help.

I normally send the email to the moderators on this forum, and have always gotten a response within a day, and get the help I need.