Does Support read email before closing tickets?

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  • Problem
  • Updated 3 years ago
1. Sent email to Support via "Contact Us" on Exede website. 
2. In this email, described my problem (a billing/credit issue). 
3. Support wrote back saying, oh, I looked at it, we did it right, and closed the ticket. 
4. If Support had actually READ the email, they would have picked up on the problem right away. Duh. 
5. Can't reply to that email any more because they closed the ticket. 
6. Had to submit new ticket by going BACK to the "Contact Us" page and filling all the info in again. What a hassle!

How about some courtesy, such as here's what we think is the solution, if we don't hear back from you in 48 hours or so we will close the ticket? How about just a default of waiting a week or a day or two before closing tickets? 
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Kentuckienne

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  • Annoyed

Posted 3 years ago

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Steve Frederick, Champion

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Send an email to exedelistens@viasat.com, along with your account number and phone number associated with your account. Include a link to this post, and Exede Lindsey or Exede Diana will take care of you.
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HMC1940

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That is what I did and got help within 2 days. Emailed exedelistens@viasat.com. Got very nice person Diana.
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LorrieL, Champion

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Yes it does sound like a big hassle!  what I would do in same circumstance though is to forward my previous email or emails along with a new email explaining the ticket had been closed without problem being resolved.  At least that way you don't have to write everything down again. (or if forwarding wasn't convenient for some reason, I would have pasted previous emails in my newer request for help).
I also wonder if you could have sent a new email and referred to the number of the closed ticket, and then they could have looked i up for the background info.  Closed ticket may mean you can't reply but maybe they can still access it under the number.  they might still give it a new ticket number but you won't have to write everything down more than once.
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Knight Rider

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That link I think ends an email to customercare@viasat.com which is not the the social media team here.if you follow Steve's directions you will get better results.
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Steve Frederick, Champion

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Also, do not include the ticket number in the email, since ViaSat will automatically send the email about the ticket is closed, and please open a new complaint. An email to Lindsey or Diana will get results, at exedelistens@viasat.com
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LorrieL, Champion

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I think if you start a brand new email making it clear you are referring to a previously closed case, that you can in the body of the NEW email give the number (making it clear that it was closed but problem wasn't resolved) just so they can look up what happened before.  Just so you don't have to repeat everything you already have said.
(Edited)
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Knight Rider

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You could send exedelistens that case number if you wanted but I wouldn't meas with the customer care email.
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Exede Lindsey

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Hello Kentuckienne, I am truly sorry your question did not get answered appropriately through our support team. If you’d like, I would be more than happy to review your account to further assist. Please feel free to send an email to exedelistens@viasat.com with your account and contact information. Let me know if I can be of assistance in any way. Thank you