Dissatisfied customer

  • 3
  • Problem
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
This is the worst experience I have had to date between dealing with Exede and direct TV. The only reason I got the TV was because exede partnership with them. When direct TV came in to install my TV satellite the brilliant installer removed my Exede satellite dish. When I went outside and looked I discovered what he did and I asked why he did that. He had to take down direct TV and put back up the Exede satellite dish!!!! Why on Earth would he really another company's equipment down? Plus you could see the stand was freshly dug the week before. So after he put the dish back I could not connect to the internet. It says connected, no internet. I tried to reset and nothing. I called exede and they said I was off line and that a technician would have to come out but it would be two weeks!!!! They basically had a I could care less attitude about it. Both exede and direct TV. They are only interested in providing the best care to sell you a service but not to maintain customer respect because you are locked into an agreement and they don't care of you are happy or not. They weren't even going to come out without a fee to service what someone else messed up. I got lucky because of the easy care plan promotion, otherwise I would have to pay. So now I have to wait two weeks to fix internet because they told me that more people are in more dire straits than I am and I just have to wait. Two weeks is not acceptable, not for the amount of money we pay a month for service. My kids have internet based homework and now they can't do it because of this nightmare situation. Thanks exede and direct TV for being so negligent and not concerned with maintaining their customer's service to the utmost of quality.
Photo of Veronica

Veronica

  • 5 Posts
  • 1 Reply Like

Posted 8 months ago

  • 3
Photo of Andy Schack

Andy Schack, Champion

  • 312 Posts
  • 190 Reply Likes
You should have never allowed the DTV installer to proceed UNTIL he had your Exede system back up and running.

I've actually seen situations where DTV installers STOLE the Exede dish...this wasn't something someone told me they heard, this was something I saw with my own eyes.

There are a LOT of hack installers out there. It is very hard for companies to find someone who takes pride in their work. I used to use installers.....most miserable years of my life in this business.

Andy
Photo of Veronica

Veronica

  • 5 Posts
  • 1 Reply Like
That's crazy that they steal equipment. According to him he doesn't fix those problems and I had two different companies on site that day doing major repairs to my house. I was inundated with one problem after another. I was hopeful that exede would be understanding and take care of it. Sadly I was mistaken. This company, direct TV, and its service reps have zero respect for their customers and zero pride in what they do. It's because they know many people don't have a choice of what company to use and then they lock you in an agreement so there's no need to care. We are at the mercy of them and they don't have to provide a good service because we have no other good options.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 2141 Posts
  • 1131 Reply Likes
It's tough because there are a lot of bad installers out there Then Viasat gets the blame yet they have little control on the day to day installations.
Photo of Veronica

Veronica

  • 5 Posts
  • 1 Reply Like
Exede installer was fine. It was the level of service I received when I called in. There is no sense of care, urgency, or desire to remedy the situation. The sales rep and installer were fine. Every person that I've spoken with thereafter was not.
Photo of Brad

Brad, Viasat Employee

  • 2814 Posts
  • 918 Reply Likes
Hi Veronica 
I'm sorry to see that this happened. Please email me at exedelistens@viasat.com and I'll take a look at this and see if we can try to push for a earlier time for you and credit you for the time.  Agreed they should not have taken your Exede dish down. I'd file a complaint to DirecTV if you haven't done so already (sometimes the installer does both) but just like we'd want to do if it was the other way around we'd want to make sure our installers are doing the right thing. I'm sure DTV would want to know about this. 
Photo of Veronica

Veronica

  • 5 Posts
  • 1 Reply Like
I have already sent an email to that address with the same information. I have called both exede and direct TV and have not gotten anywhere or to talk to anyone who cared at all. In fact direct TV tried to sell me a protection plan and lied me by saying it would cover the internet services too because but it's thru a third party vendor. Exede told me they would not credit it unless a tech could prove that I have no internet since the 11th. I would prefer if someone could come out sooner but as they told me on the phone that I have to wait because others are in line ahead of me that are in more dire straits than i. I have never had to wait two+ weeks to have a service call. Too bad I couldn't keep my Comcast. This service is terrible
Photo of Andy Schack

Andy Schack, Champion

  • 312 Posts
  • 190 Reply Likes
Veronica. They should be able to pull up your modem in eSVT and see exactly how long it has been off line. When we have one of our customers call with an issue, that's the first thing we do.

Andy
Photo of Veronica

Veronica

  • 5 Posts
  • 1 Reply Like
Today's update for everyone interested. They couldn't make the first visit they scheduled and cancelled it and told me it would be another five days. I said no, you need to have someone out or I'm cancelling. They miraculously found someone for the next day (today). The guy came out and was angry for being here so long. He calls me tells me he discovered the problem but refused to fix it because he took so long to figure it out and didn't have the proper notes from exedeb and had three additional stops to make so he didn't want to do my job. On top of that he said that I owed him money on demand before he left for the work that he was doing. I told him that I was at work and could be there in an hour but he refused to fix the cable line. He said the amount would about 300 bucks. I had no clue I was expected to pay the tech. It doesn't seem like the way it should work. Anyway, he did some temporary fix,that actually did not work at all. While him and I were on the phone he was so disrespectful and spoke so rude me. It is a disgrace for this company and anyone that does business them to act way he did. i call excede to complain because I left work and he wasn't here and didn't do the work he was assigned to do. I find out that even though I was issued a refund they were recharging me for the same month (this month) to which I haven't even had any internet to begin with. They finally agreed that I was right that the refund was not actually a refund but a refund and then recharge. They gave me a credit for next month but I still have to pay for this month even though I have had no internet at all. The first girl said I had to pay the tech. The second girl said I should not have to pay the tech. In the meantime I have to wait another five days to have someone out here to "fix" this crappy internet service. I'm on hold now to speak with a supervisor. They said it could be 24 hours before one would be available to call me back so I'm waiting in the queue. What a waste of my time and money. This company is crooked.