Archived and Closed
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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?
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?
Posted 5 years ago
Steve Frederick-VS1/Beam314, Champion
Steve Frederick-VS1/Beam314, Champion
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
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)
You could send exedelistens that case number if you wanted but I wouldn't meas with the customer care email.
HMC1940