Exede Customer Service And Installation

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  • Updated 3 years ago
Poor installation support and phone support, Let me begin here......installation was on 07/10/2015 initial install went ok but after a couple days service quality dropped so I made a call and the initial service tech was to come back. I made a point to be home that day, never made contact so when I called back tech claims he made contact as stated in his log but no one came to my home. Exede sent another tech out and he tore down the original install and stated it was installed wrong???? They dug up my yard again to run cable and re did install. When the tech left the service was not acceptable and blamed it on weather which was just overcast. Tech said if service doesn't improve call me I might have to swap modem, so I gave it a couple days no improvement. GUESS WHAT? No call back after I left 2 messages, so I call tech help, I get a low level person with no knowledge to answer questions so I was transferred to level 2 tech... ..Why have two levels? Was told of packet loss so another service call made so a third tech comes out can't figure it out either so swaps out modem and Tria on dish with an old dated Tria, When I asked about the new one he stated "I don't know what else to do? Again speeds down were 4.32 down up was 3.4. Again problem still not fixed and the modem continues to drop offline. He left and service still not fixed. I called back and asked about putting new Tria back on and they stated they didn't have it. So now another service call for 10/5/2015...............FRUSTRATED.....  so it continues.................................
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Bryan Seibel

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Posted 3 years ago

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Kaotic Technologies

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This shoukd not be this difficult.

You either have passing quality values or you dont. If your valies are pasing, but still have a issue...its exede congestion or issues....if you do not have passing values...then its a install failure.

Lol im been doing this for many many years...... its amazing who they let install satellite, lol, so many terrible techs.
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Bryan Seibel

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Hello, Well, I had a service tech come out on 10/05/2015 and his assessment was to move the dish because he said he could not adjust the dish properly because of there being a dead spot where it was at. At that time the decision was to move the dish and I made another appointment,  so the tech came back out on 10/14/2015 to do the moving of the dish but without the proper equipment no pole or ground wire? He asked me if I had some ground wire????? He made a call to someone because he told me at that it was not authorized????? Guess who he said he talked to? " The owner of Exede, his name is Jim" Really???  I am so tired of this treatment. He, the tech made a decision that it was best to move the dish but after 2 trips to my home he was overridden on his diagnosis.  So what do I do now? You people send techs to fix a problem and now he can not do what he recommends be done and I am stuck with erratic service. I just don't understand???
 
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Old Labs

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Contact one of the moderators here (ViaSat employees) by sending an email to exedelistens@viasat.com. Be sure to include your contact information since it can't be determined solely from your profile here.

Sounds like you need to find a new local dealer/installer. They are neither employed directly by ViaSat nor are they "owners" of Exede unless they happen to own some stock and pretty sure they're not majority owners (although there are apparently some installers directly employed by ViaSat in Colorado).

Alternately, locate another authorized dealer by going to:

http://www.exede.com/locate-a-dealer/

and entering your Zipcode, avoid "Jim" - but not the Jim I'm thinking of ;)

 
(Edited)
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Bryan Seibel

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I did that Thanks
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Kaotic Technologies

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Lol 9 years and never had a go back
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Bryan Seibel

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You all gotta rub it in?? LOL
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Steve Frederick, Champion

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I had Wildblue installed in 2008, and upgraded to Exede in April 2012 and have never required a tech out for any problems. A good install is something all the techs should be required to do, EVERY TIME.
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J&J

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Not rubbing it in...  Just giving a good installer a well-deserved pat on the back.  It's the tech's job, they get paid to put a system in so it should work correctly.  It's not like the neighbors got together and put in a satellite connection system and it came out goofy.. Good installers are out there.  Exede needs to be notified when one of them doesn't  do their job right and banish that installer from putting in Exede systems as it ultimately reflects on Exede.  What one installer did badly affects Exede on a national scale.
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Kaotic Technologies

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If you live in virginia it may have been me.

Absutely agree...bad techs need to get weeded out
(Edited)
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J&J

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Virgina?  Ummm...  no,   I live in hills around San Jose, CA  with a nice view of Anderson lake which is in Morgan Hill, CA.  There is one really good tech around here for sure.  My install even looks  professional.  (I did change the coax after he left though.  I have a preference for LMR-400-75, it's a long run).

K...   keep up the good work (probably doesn't need to be said).
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Bryan Seibel

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The problem getting a different company out is not easy. I was on the phone 2 hours after the tech left with tier 2 support. Now I have to wait 3 days for a change request to be put in. This way of customer service is a joke! When I called I talked to a csr first then get this ...you don't get a supervisor they have to enter a chat room first then your rerouted again. WOW!
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J&J

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Kinda makes a person envy people in Europe, they connect their laptop and do self-installs over there (but they don't get Exede....yet).
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Jax TW

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very unhappy with this internet service for the amount I pay. It is down more than up and to wait 45 minutes for service rep
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Bryan Seibel

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I agree now I am being told congestion but in a couple months a new satellite is to be launched to relieve. Too much $$$$ for the service provided. Was to have dish moved but the guy on phone said no.