dissapointed by installation tech

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  • Updated 1 year ago
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I had an insallation set up for Monday the 21st and was contacted by the technician around 8am stating that he could not make it because his truck broke down and no one else could come out. I then set it up for 8am the 23rd and was contacted on Tuesday saying that they would be their in an hour, I had to retell him I already set it up for Wed at 8am. I get a call on Wed after 8am that he will be 2 hours late because he does not have enough cable. I then get a text message at 10am stating that he will be to my house at 1045 am, Im already mad at this point, so I continue to wait for him. I then receive a call at 1115am that he cant find my house and I describe to him where it is and that there are people working on the driveway. Finally he arrives after calling a second time. He comes in and asks where I would like him to put the router/modem and is very shaky and antsy "tweaky". I tell him where I would like it and he says there is already line in another room so I will put it in here, at this point I get my husband involved and he starts to put it where we want. He comes up to me and says I cant find my tool it fell out somewhere and says I need to leave to go get another, Im just mad, he finds it finally and finishes the job but leaves a huge mess in my bedroom and reaks of pot and is still very shaky. I am not at all happy about the service or professionalism of this technician
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heather weber

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  • angry

Posted 3 years ago

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Diana, Viasat Employee

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Hi Heather,  Thank you for bring this to our attention. I apologize you had a poor experience with your installation.  I would be disappointed as well. I will be happy to review the situation  Please send us your account and contact information to exedelistens@viasat.com or call Exede Customer Service at 855-463-9333.  Thank you 
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Roger Clements

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I've got a similar Problem only I haven't got mine installed yet.he was supposed to be here Monday . Call said he was sick and said he would be here today .I call him today and he said it was scheduled for tomorrow so I sit here all day today white I call him today and he said it was scheduled for tomorrow so I sit here all day today Waiting on him .so now he is supposed to come Friday.we will see
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Peggy Dingman

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We were supposed to have a tech here between 8-12 on 10/24/16 the tech never showed up. Tis is an exceed credibility issue, and if this is the way you do business We will not be a customer of yours
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Exede Lindsey

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Hello Peggy, 

I’m not sure why the tech never showed up nor called, please understand this is not how we conduct business. I would be more than happy to review your account and see what could be the hold up with the tech. Please send us your account and contact info to exedelistens@viasat.com    
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Jim, Champion

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There are MANY reasons why a tech may be running late but there is RARELY any excuse for him not calling you to let you know.
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Brad, Viasat Employee

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Agreed!
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chase

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Tech running late again today , and I keep hearing about data caps the customer service lady on the phone told my wife there were no data caps
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chase

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Almost 7 o'clock at least a call for no show would be prudent
(Edited)
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Peggy Dingman

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A poor excuse is better than no excuse at all we rescheduled till tomorrow and if the yech does not show up we will not give excede another chance we will go to hughes and let direct tv know about exceses lousy service an your partnership wil end
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Peggy Dingman

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The tech was rescheduled for 10/25 16 8-12 if the tech is not here by noon today I am complaining to direct tv and going elsewhere and will let facebook clients know exceed is not a direct tv partner and will go to an fcc aproved carrier
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Christine Conrad, Champion

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Peggy, Exede is not a Directv partner,. Directv is one of many re-sellers of Exede, other than that there is no connection.

I have never had any problems with my service from Exede. You  must understand that Exede has no installers who are direct employees, except possibly in the Denver area. The installers are subcontracted by ViaSat to do the servicing and installations. There are however, private companies who are also approved to sell and install/service Exede. Doing business with one of these local businesses is a much better approach, since these people live and work in the communities they serve.

Just curious though, just what is "an FCC approved carrier?"
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david, Champion

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If you has other choises for internet besides satellite internet you're making a mistake and are not going to be happy.
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chase

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Thank god the tech didn't show up today after reading through 4 years of extremely horrible reviews I'm calling and cancelling the installation tomorrow
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Markgc, Champion

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My tech was excellent. It all depends. Remember that people don't normally bother to post praise, so you are going to see a majority of complaints.

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