Exede Easy Care Plan

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  • Question
  • Updated 2 years ago
  • (Edited)
Would like to hear from those with firsthand knowledge..What does priority customer care mean? Specifically, does this provide a higher level of customer service or just less waiting time on the phone..
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Billy Hearnsberger

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Posted 2 years ago

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Steve Frederick-VS1/Beam314, Champion

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Billy, I have had the Easy Care Plan for more than a year now. There is a dedicated phone number for Customer Service, which has much shorter wait times, if any. I have only called them twice, and both times I got through with no waiting. My guess is that if there is an outage in a beam, that this may cause some wait times as many people would be calling in. It appeared to me that the Customer Service reps I talked to were very knowledgeable and were very polite and helpful in getting to a solution.

The biggest advantage to having Easy care is that there is no charge for service calls, which otherwise would cost $95 per call. Also, they will move your dish to a new location on the same property at no charge once a year. I have had a service call to realign my dish after my Rx signal level dropped below 4.0, after the tech did his thing, my signal level has been above 9.0 on clear days.

I think this service is definitely a higher level of service from Exede.
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Billy Hearnsberger

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Thanks! I likely will take the plan..I really appreciate all you offer here and I hope I will not offend you but I must ask if you are in any way affiliated with with Exede other than just another customer..I don't mean to discredit your input because it is very valuable to me and others but only if it is truly unbiased...Thanks again!  
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Steve Frederick-VS1/Beam314, Champion

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Billy, I am in no way connected to Exede or ViaSat other than I have been a paying  subscriber since April 2008, first with Wildblue, then upgraded to Exede in April 2012. I understand your concern, no offense taken.
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Brad, Viasat Employee

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All of the employees of Exede will be marked as such like me. We might have some dealers and former dealers that like to weigh in or are customers as well but the official employees speaking as the company will be marked as such. The ones marked as Champions were given that status for being ultra-helpful on our forums. 
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Brad, Viasat Employee

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In addition to Steve's post, in addition to the priority number to call, EasyCare will also cover the costs of a service call (typically $95)
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Billy Hearnsberger

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Okay I'm in....Hope I am just wasting my money!  Recently upgraded to a new plan and the  new WiFi modem and I must say so far I'm all smiles!   Thanks..
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Jim, Champion

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I am probably not the best one to ask about service plans because I am admittedly biased about service plans and insurance in general. I don't even carry comprehensive auto insurance. I once figured I would have to total a car once every 7 years for it to pay to have comprehensive insurance. Of course, it will be painful when I do total one. As far as Exede's EasyCare,  it is great if you need it but just money out the window if you don't. Way less than 10% of my customers have ever had a service call. Trying to convince people they need EasyCare is like telling them they are going to be needing a lot of service calls. . . . and I make more money if I sell a customer a service plan.
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Jakster Jammin

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Yes I have the Easy Care Plan as well and in my personal opinion it's worth the money IF you do not know how satellite internet works and or don't know how to point/align/move the dish itself. I'm going to keep the plan until they get the other satellite up and operational.
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Brad, Viasat Employee

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It's also no term commitment either. Although if you do use it to cover a service call we do require you keep it 90 days after to avoid being charged for the service call. Otherwise you can add/remove it as often as you'd like
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Jakster Jammin

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Do you need to call and cancel the easycare plan after 90 days?
Because I want to keep it on my account and I'm assuming that after 90 days they'll just start charging me. Is that correct?
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Brad, Viasat Employee

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It stays on until you call or chat in to remove it. It's a $5.99/month charge
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Billy Hearnsberger

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When and how will I receive the phone number? 
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Brad, Viasat Employee

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Hi Billy, I see you've emailed us. I can give you that number in the email, but unless I'm mistaken it might identify your number as a EasyCare account and route you in the priority queue. 
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Billy Hearnsberger

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Okay great!  But will I receive another phone number to be used in the future? 
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Billy Hearnsberger

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Jim I generally agree with you...This is a rare exception for me to buy insurance..The only reason I do so here is hopefully I will get excellent customer service when needed..However,  I am still waiting for my Easy Care phone number.  :)   
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Jim, Champion

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When I am assigned a service call, there is no difference in the service I provide to EasyCare and non EasyCare customers. The special number MAY be an advantage. Work Orders are sent to me usually within minutes of a customers call.