Disappointing Customer Service

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  • Updated 4 years ago
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We had a service call scheduled this morning.  Two hours into the call period, I get a call saying there is no rep in the area.  This appointment has been scheduled for five days.  I am still awaiting my call from Bill per Kevin in customer service to explain the REAL problem.  I am quite sure I will not receive one.   Exede called us yesterday to tell us that we didn't need a service rep to come out because our dish is fine per their computer.  They told us the same thing when we called and we insisted they send someone out....even offering to pay for it.  Interestingly, we've had three storms with high winds and two earthquakes during the weeks we have made contact.  I just find it interesting that they called and asked us to CANCEL (not reschedule) our appt. and then suddenly have no rep in the area.  We have been very patient and tried everything they have asked us to try and none of it has worked.  Our personal equipment is up to date.  If the problem isn't my dish then Excede has obviously done something within their company to slow down and stop (literally) internet service from getting to its customers regularly.  Our internet was fast and easy to use when we first got it.  However, the past few months have been spotty, nearly unusable and many, many times nonexistent.  Obviously, Excede cares more about the money than their customers.  Addendum:(This is the third time I've tried to post this due to internet problems.  The sun is shining, so they can't blame the weather.)
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Steve

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  • angry and frustrated.

Posted 4 years ago

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Exede Kimberly

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So sorry for the trouble Steve. /: I don't know why that rep asked you to cancel your appointment. If you want someone to come out and take a look at your equipment etc. I will make sure to get someone out for you. Please send me an email to exedelistens@viasat.com with your information and I will get to it. Thank you.
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Steve

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Just to update you, Kimberly, your company called again this morning and cancelled the service appointment you set up for us yesterday due to this post.  They also claimed to have not talked to anyone yesterday.  I talked to Kevin on the phone.  Today when Kevin called back this afternoon at 4:30, he claimed to have never talked to me and that there was nothing noted on my account about talking to anyone.  He, again, tried to set up another appointment but who has time to sit and wait on a phone call that they will not be coming.  I was supposed to have gotten a call yesterday from Bill.  I have received no help.  I am currently searching another internet provider.  
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LorrieL, Champion

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What is especially disturbing, or would be to me, is the part where someone denied ever speaking to you. Well, the whole thing is just WRONG. Hope it gets corrected.
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Exede Kimberly

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Hey Steve, something isn't right here. Can you respond to my email and we can figure this out? Thanks so much.
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Steve

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Kimberly,
I am so frustrated.  This situation is ridiculous.  I supposedly have another appt set for Sunday, Oct. 19.  We shall see.  I certainly do not expect to have to pay for this call.  I have been off work TWO days waiting on the techs to show up.  I still have NOT received any calls from anyone who seems to have any authority whatsoever......although I keep talking to the same scheduler who just keeps telling me there is nothing in my file about all of this except a description of my house which could have been received by looking at Google Earth.  I am sorry if the continued posts on other people's issues are a problem, but this issue is out of control and needs to be fixed.  This has been a terribly unprofessional way to deal with this on Excedes part.
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Exede Kimberly

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I completely understand your frustration with this situation Steve. /: I was very frustrated for you when you told me about the rescheduling. I really do appreciate your patience with me and getting this all figured out. How did you service call go yesterday? I will take a look at your bill to see what can be done about the charge for the call, if you were charged that is. I will respond in our email. Thanks so much for keeping me in the loop. Talk soon.

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