Excede "BAD" Reviews

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I recommended Excede to a friend of mine who moved out my way.  He just got back with me and said after reading all the very bad reviews about Excede he wouldn't even consider getting their service. After talking with him I went online  to http://satellitecomplaints.com/exede-reviews/?wpcrp=6 to see what he was talking about.  Wow, I've got to say after reading the first 10 pages and there being only 2 positive reviews, I can see where he's coming from. I usually don't put much stock in reviews as I believe most come from unhappy customers but that's a whole lot of very negative reviews. Wondering if Excede management is aware and from what I read, if they care? Personally, my 9+ years with Wildblue/Excede has been pretty much OK, just find all of these bad reviews a little puzzling. 
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Bill Starling

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Posted 2 years ago

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Brian Shackelford

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I would have to think that there are a lot of people that are happy with Exede.  Unfortunately the ones that are happy usually don't say anything.  Do I have concerns / criticisms about Exede.  Sure.  At the same time I can honestly say that I have gotten great support and service from Exede for as long as I have been with them.
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Brian Shackelford

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To follow up.  I read the reviews on the page from the link you posted and found nearly every one of those complaints are from people who did not understand what they were buying.  Quite a few seemed to have cable available and still go Satellite which shows a completely lack of judgement and understanding in my mind.  

It's kind of like saying I went into a dealership to buy a truck and they sold me a car and said I could still tow my tractor with it and now I find out I can't and want to return the car.  Yes the salesman might have swayed the customer, but ultimately the customer has to be responsible for what he or she is getting into.  

Seems these days everyone else wants to make someone else's fault.
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Kentuckienne

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There is some justification for the bad reviews. On more than one occasion, I have arranged something with customer support - whether a billing or service issue - and then had them not follow through. I've had to make as many as five calls, going through the same issues each time with a different rep, before getting things resolved. There is a long-standing complaint about users being charged for excess data, either due to a modem fault or to being charged for Late Night Free Zone use. Exede will maintain that their billing records are correct, but they provide NO FEEDBACK, NO REAL TIME TOOL for users to track their usage. Many people on the forum will say "I don't have that problem, you are downloading stuff you just don't know it, etc."- the implication being that since User A doesn't have the problem, then User B is a dingbat complainer who doesn't know what they are doing. You'll find people who unplugged their satellite modems completely, plugged them back in again days later, and find that data use occurred while the modem was off. I have complained about "free zone" data being charged to my allowance, and been told that no, the charges were correct and no, they can't give me any documentation or evidence to support their statement. How would you feel if your cell phone provider charged you a blanket amount without any breakdown of how many calls, time of day, length of call? You'd be upset, right?

My impression is that eXede does not have good customer service - either some people don't do their jobs, or the system for coordinating responses is broken. The service is expensive, and becomes unreliable in bad weather. Now,if your friend can get one of the Freedom plans for a decent price, where he does't have to worry about use limits, maybe it would be OK. Verizon has a large plan, 18 GB for $100 of high speed data, and if you don't get good reception inside the house they can install an external antenna for free. Cellular works in all kinds of weather, and Verizon has hands-down the best reps in the business. I would not go with any satellite provider if I had any other choice.
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Brad, Viasat Employee

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Hi Kentuckienne, The meter is something we've seen a lot of feedback for and as a result we're launching a more informative meter that our customers will have access to. I know it's been suggested for a few months now, but it does take time. I believe it's being tested now so I'd expect to see it soon. 
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Sue Audette

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If you log into your account with exede and click on "Manage Account/Data Usage" at the top of the screen it will show a graph of your usage amount in real time, how much you have used, how much is left and the number of days remaining before it resets.  Also people need to be aware of which time zone they are in and how it relates to the free zone hours, that could be a problem.  Personally Exede has been great to us in the 14 yrs we have had their service and the couple of times we went over our usage they were great with both explaining why it happened and in offering a little extra for free.  You are right that only people with a problem take the time to complain and those complaints can sometimes be exaggerated because of frustration.  We don't have a choice, satellite is our only option because of where we live, but I would absolutely recommend Exede to anyone!
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Bill Starling

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Wanting my fried to understand what he was getting into, I did explain the differences/problems with satellite internet vs. landline based systems; latency, the DAP issue, congested beams, etc.  I also told him that all of that being what it is, I've still been pretty satisfied with Wildblue/Exede over the years.  I even had him read this forum thinking it might persuade him. He's going with a wireless internet provided that just started up instead.  His reasoning is if he's paying $100+ a month for service he just wants to turn on his computer and use the internet.  He can't understand why everyone that pays so much for Exede goes thru all the hassles they do.  When I explained that in a lot of cases, satellite service was all that was available, he just shook his head and said something I can't repeat here. My point in posted this originally was twofold, to get others on this forum thought's and to provided Exede a little feedback on their perceived service. Cheers...  
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Steve Frederick, Champion

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One thing is for certain, over 650,000 subscribers, and fewer than 100 complaints. Most of those complaining don't understand the limitations of satellite internet, data limits, latency, weather interruptions, and that many things going on with your computers and devices in the background that consume your data. As with any product reviews and forum settings, very few people will post about their satisfaction with the service/product until they are unhappy. Satellite internet was introduced to service those of us in the remote areas who have been forgotten by the ground based providers, and in many cases, cell providers. Even that being said, I have seen many complaints on this forum from people who have contracted with Exede even though they have ground based ISP available. Then they complain about the data limits, data being incorrectly recorded, high price, and then complain about being "forced" in to a 24 month contract. Time spent researching the product or service prior to signing up would be the first thing that a future Exede subscriber should be doing. For me, I have cable internet available, but it is one mile away, and Time Warner wants $10,000.00 to run the line to my house, so I will stick with Exede who has provided me with trouble free internet and phone for many years.
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Brad, Viasat Employee

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Hello Bill. We as a company would love to have your friend's business. However as Steve suggested a good portion of those complaints are from people that likely didn't know of the limitations of the technology or expected it to be in the same league as an unlimited cable or high end DSL connection. Those that have complaints about other issues, we work really hard to help them to the best of our ability to resolve their issues.For many customers that live in a rural area, we offer a solution for internet when other options do not exist. I'm assuming that your friend is in a rural area where DSL or cable are not available. Unfortunately how DSL and Cable companies decide to expand their service depends on how many future and potential customers they can gain with expanding. Having worked before as a sales agent for a major cable company, the price to expand just to a block over was astronomical and even then, the amount of business gained didn't justify expanding. This applied to RV parks, homes just a 1/2 mile away from the nearest connection, ect. So as a result, most cases these customers are sort of left out by DSL or Cable and only had dial-up available or had to rely on Cell data until Satellite internet came along. 

Exede is committed to our customers and to making customers happy. We have a 24 hour support team that is only in the USA, and the team I'm a part of looks at this forum and our social media accounts to find these potentially upset customers to offer our assistance. In addition, in many locations we've released our Liberty plans which is not as restrictive as some of our traditional plans, Some places even are eligible to have speeds up to 25mbps  and with the launch of ViaSat 2 at the end of the year (new satellite) we are hoping to usher in even better options for our customers. 

Steve's comment above me is very much spot-on. The thing about online reviews for services like internet is that 9 out of 10 times you're only going to see the upset customers (I myself only make a ruckus when something isn't to my liking, otherwise I'm happily quiet) Even DSL and Cable are going to have a flood of negative comments because it's a billed service. 

We have a sales team that will be more than happy to talk to your friend and address any concerns he may have about potentially getting the service. 
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Bill Starling

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Thanks Brad, I'll be sure to pass your comments on.  Take care....

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