Exede Easycare not a good deal

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  • Problem
  • Updated 3 years ago
  • Not a Problem
  • (Edited)
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I am absolutely blown away at the level of dis-service this company provides. The only reason this company still exists is because the cable ISP's have not reached homes like mine. 

Exede Internet service is an overpriced, under delivering product that holds rural homes hostage for internet service. Random bandwidth consumption, with zero accountability. They can launch a satellite into space but can't tell you how a few gigabytes of bandwidth mysteriously disappears. But if you are willing to endure a 20 minute phone call you will likely get a credit. Wow. Thanks.

And now they have force fed their customers another bad product. Easycare. So if the equipment they provide fails, I now have to pay them to come out and fix it. I don't know of another phone, cable, or ISP that does this.

Here's my guess on how this product came to be. Somebody at Exede with a title that probably includes the words "Business Development" ran the numbers on service calls (which is a built in expense to the original business model). That person discovered if they raise the bill $6 ($95 svc call is to ensure you take the $6 a month deal) on all those service calls, they add $XXX,XXX to the bottom line. In a way, it's genius. They've figured out how to add to the bottom line without adding expense. Well done. But unlike companies I enjoy giving my money to, this add on has nothing to do with providing a better product. It has only one upside, and that is to Exede. This product is the result of a company understanding that their customer cannot walk away.
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Vince Edivan

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  • Pissed

Posted 3 years ago

  • 3
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Deku (The #1 Hero Data Saver), Champion

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^ i smell a hater. that tends to like to troll onto the fourms. -.-

(oh yeah you may delete my comment exede if its too much thank you :3 )
(Edited)
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Jim

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And now they have force fed their customers another bad product. Easycare.

No one is forced to buy EasyCare.
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Deku (The #1 Hero Data Saver), Champion

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^ jim is right on this one i have to agree with him :3
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Vince Edivan

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You are right. I overstated. But when your service is out, and the only path to resolution is a service call, and they offer you a $95 per call solution or a $72 a year solution, ....
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Bob

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I agree with you. they have most of us by the balls, take it or leave it.
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Jim16

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LOVE the EasyCare plan.  They will re-align your dish and check out your stuff once a year and you save money.  Win, win all around.
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Diana, Viasat Employee

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Vince,  I'm sorry you feel that way about Exede Internet service. That is not how we operate. Our goal is to provide outstanding internet and customer service to all of our customers. We are especially happy that we can provide internet service to our rural communities so they have the opportunity to be connected to the world.

EasyCare is not to add to the bottom line. It is designed to assist our customers with the cost of service calls. This is not unique to ViaSat. Most internet carriers have similar plans or charge a fee for a service call. You can find information about them on their websites.

Our customer's satisfaction is of the utmost importance; we do want to help and if you have any questions or other concerns, please don't hesitate to reach out to us by sending an email to exedelistens@viasat.com. Thank You.
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Gregory Davis

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This is the first I've heard of EasyCare - mybe that's because I have not any need (knock on wood). Diana is right other providers do have something similar. I think of it as an insurance that may help save money or gaurantee faster response when problems do arise. For instance I have a maintence contract for our houses heating systems. We have two separate units heat Pumps w/GAS as the auxiliary heat. This time of year the GAS furnace is being used all the time. The outside temperatur just now creeped above freezing. Anothe example - I've had so much FUN with my Windows 10 machines and have been on line with their TECH support having trouble with one machine accepting recent updates. This one machine, according to the logs, tried several times over several weeks to download and install. I was talked into, for $149., their maintenance plan for up to 5 machines, even though only one of my machines has been having problems. Verizon land line service has always had an optional plan for maintenance of your in house wiring. This list can go on and on, but I'll stop here. I don't see Exede going away - in fact the DEMAND will continue to encourage them and their competitors to continue to invest and improve their capabilities.
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Steve Frederick-VS1/Beam314, Champion

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I think EasyCare is a great deal. I have been a subscriber of Wildblue, then Exede for almost 9 years. Until they introduced EasyCare, I would have to pay the $95 for a service call.

EasyCare has more benefits than just no charge service calls. Included is the ability to have your dish physically relocated on your property once a year, free of charge, and also you have a priority customer service phone number that allows you to reach the CS agent without those long waits that the other customers experience. It is a  very worth while addition to my internet service. EasyCare is NOT required, it is purely up to each customer to add to their account if they wish.

Other ISPs, satellite TV providers and many others offer a service similar to cover service calls.
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Jim

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I have never been big on any kind of service plan. I don't even carry comprehensive auto insurance. I once figured I would have to total a vehicle every 7 years for it pay me to pay the extra premium.  With Exede, you won't have a service call charge for the first 90 days of service. In my experience most service calls occur during the first days of a customers experience due to an error on the installer's part or poor customer education. Most of my customers (probably better than 90%) have never had a service call.
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Brad, Viasat Employee

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I also want to add that EasyCare is 100% optional, and you can add/remove it at any point. We require you keep your EasyCare 90 days after your appointment to avoid a charge.

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