Trouble with service

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  • Updated 4 years ago
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I was corralled by directv into using exede/viasat after moving to an area with few options for ISP's. After being made aware of the different plans I told the rep that none of the options with the data allowances quoted worked for my large family and that I would get my internet via Hotpsots provided by my cell carrier. Miraculously the rep comes up ith the "Freedom Plan" giving me 150GB of data a month for the life of the contract for $49.99 per month. I agreed and was sent a contract that did not list anywhere in it the amount of data I would receive but did outline ALL of exedes plans including the "Freedom Plan"..Services was installed on January 29th. On February 6th I get an email stating we were out of data. I did not see this email until 3 weeks later due to my extensive traveling for work. When I called exede on the 26th of February they informed me I was placed into the 10GB plan with 10GB free for 6 months, I objected. I was then told by a very nasty supervisor that the "Freedom Plan" was not available in my area and that they are not responsible for directv's lack of knowledege of their packages. I asked to cancel service and for them to pick up their equipment and was told I would be required to pay the early termination fees and that I could write an email to corporate but that it wouldn't do me any good as I had signed the contract. (yes the contract that does not specifically outline any set plan which was even deemed unusual by the customer service rep) I was forced to upgrade to the 25GB plan with 25 free for 6 months for an additional $70 a month while I await the probable non forthcoming answer from corporate and an answer to my complaint to the FTC. Exedes customer service is terrible, their conflict resolution is non existent and their tactics are borderline illegal at best. 
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Will Turner

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Posted 4 years ago

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Colorado Bobby

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Remove the equipment, put a ribbon on it at the edge of your property, CHANGE the form of payment, ignore bills and demands and sit back, let them make a big deal of it.  Tell them the equipment IF THEY WANT IT will be there for X amount of time before being hauled away as metal scrap.  Document all your actions, and then when they report you to a credit agency, just provide the facts, "Just the fax mam" and you'll be good.
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Gary

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Your words, " I was corralled by a DirecTV rep and the DirecTV rep gave you bad information regarding the Freedom Plan.

Am I wrong here? Isn't your problem and complaint with DirecTV and not with Exede? I don't honestly know what connections DirecTV and Exede have with one another or if they actually have a partnership of sorts. At my home I have DirecTV for TV and Exede for internet and both are separate bills with no linkage at all.
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Will Turner

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Directv handled the entire sale and then transferred me to Viasat to set up the appointment date for installtion. If Exede/Viasat gives Directv the latitude to sell thier product they should honor what directv sells to it's customer's. Separate bill or not I'd bet the farm directv gets a hefty kickback from viasat. 
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Gary

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I am with you all the way except if this were me having this problem I would be screaming at the DirecTV people who sold you the bill of goods. At the very least I would be demanding that DirecTV cover my cancellation fees because they gave me wrong information.
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Colorado Bobby

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"Screaming" doesn't get heard by any big company or corporation.  MONEY or lack of payment gets attention.  You could go as far as to have a bank open an escrow account and put your payments into it pending resolution of the issue, but I'd just rip the shit off my house, and pile it on the lawn.  Change the credit card used for payment or change the checking account, and the problem would be theirs.    If you just say, "NO" more money, "NO" more payment, and report all facts to the credit agencies that end up with the "collection" case, you can go on for years, and years.  I've done it.  Believe me.
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Gary

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Poor choice of words! Change Screaming to Directing my complaint---- To DirecTV.

I won't agree with chancing my credit rating to these companies by refusing to pay. I also don't agree with paying for something I was sold but never got. Direct your fight to those responsible and insist upon resolution.
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GeoCom

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Hi, obviously you were sold a plan for exede by a DIRECTV salesperson, so no fault no complaint with EXEDE,

Here is what I would do.

Accept Exede as the best option for your rural internet service,

as it is by far the BEST.

Since your issue is with DirecTV cancel their service as they

are in breach of their verbal commitment with you and your order

placed on the phone, and then get perhaps Dishnetwork. or a Roku Box

Then reorder your EXEDE service thru an Exede Dealer,

Or you may have to order another service/acct with Exede, as a workaround,

and then cancel the redundant acct, as you already have service,but don't need the second. That way you will never really have to worry

about the commitment as much since you are still a customer.

This may be the workaround I see.

Make sure you use a different credit card.

If you cancel the EXEDE you will be unhappy with any other carrier in a rural area...especially a mobile hotspot like ATT or Verizon way more costly and no 3 year price protection.

Also what area are you in ? You may be in or near an unlimited beam but your order written up as a classic / big bang bonus deal with double bandwith for 6 months, and there again there mabe be an

Evolution plan available but not offered to you @ 64.95 which has unlimited data * for surfing and email but not video and has a separate allowance for that video also with promotions for 6 months.

Your fight is with DTV Sales, but in the mean time enjoy the EXEDE as there is none better and look at plans that may better suit you.

geotech

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Will Turner

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My complaint is with both Exede and Directv. If a mistake was made BOTH should acknowledge the mistake and either honor the product that was sold, or in the very least give me the nearest available product for the same price or BOTH should let me out of their respective contracts without penalty. This is far more than a referral relationship between the two companies, They sell each others products and services and should thereby be bound by whatever is promised by the other on their behalf. The fact that I have called both and both point the finger at the other instead of making even the feeblest attempt at customer service is disgusting to say the least. 
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Gary

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Two against one, You loose! Pick your enemy and do not allow the enemy to pass the buck. If DTV sold you a BS plan then insist that DTV fixes their mistake. What you should try to realize from what we are all saying is that Exede was dragged in to this just like you were. The rep from DTV was clearly quoting you wrong info from which you signed up. Take your fight where it belongs and you could have a better result.

Like you, I am simply a customer and have nothing else to offer.
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Brian Shackelford

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This, my friends, is why I always insist on anything I am verbally being told to be provided in writing either via email or in a legal document.  Too many times someone "says" something, but there is no proof of the verbal offer to fall back on.  I irritate a LOT of sales people when I go in to buy something.  I recently purchases some furniture and read the entire 2 page legal size both sided agreement in fine print.  I do this on all documents I agree to now, and if anything is ambiguous it gets clarified before I sign.

Bottom line, if you can provide the date, time and even better the Direct TV rep's name, they can go back to the rep and perhaps there is a notation on the call.  Unfortunately I have found that most sales people don't take the best notes.

I hope they work something out with you on this

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Kathryn Keeler

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I continually see the offers for unlimited data, etc., , plug in my Zip code, it says online it is, but their reps then say it is not, even though I have independent sales people calling who say that they'll open a new account in our name, install a new dish, take away the old and use their area code to get me the unlimited service.  

We're very rural but companies with cellular repeater towers are making a huge entrance into our community and almost everyone on our canyon has switched to them because they offer unlimited data.  We're the last holdouts on Exede, but I'm not sure how long we can wait for them to become competitive.  We're using our own hotspot through our cellular company for extra capacity. True, I could pay Exede for extra data, but I'm already paying too much for not enough data and am not rewarding their lack of competitiveness and poor customer service.
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Old Labs

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Kathryn,

Send an email to one of the Exede moderators at exedelistens@viasat.com with your contact information. You will get a more accurate answer from one of them than over the phone as to whether you're eligible to upgrade to the Freedom Plan. 
(Edited)
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Jacqueline Tierney

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If you have a WISP provider available by all means switch to it. We had that (and still do) at our farm up north and love (d) it.
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Lake Country Satellite, Champion

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This is why on these forums I SCREAM as LOUD as I can for people to CALL a LOCAL Dealer for TV & INTERNET.  As a LOCAL Elite Dealer for Exede we live in your areas and we KNOW what is available to you, unlike someone thousands of miles away in a call center.

If you want the best service for TV & Internet, always call a LOCAL Dealer.   And by the way, don't just pick up your local phone book.  There are 3 pages of dealers in mine, some with local numbers, and none of them are even in my state.  Since this is an Exede forum I will post the link to find an Exede Dealer near you.  http://www.exede.com/internet-packages-pricing/find-a-local-dealer put in your zip code and call them.

We have the same deals and bundles, we are all on a level playing field.  But do like Old Labs said and send an email to exedelistens@viasat.com and those folks are on your side and ready to help resolve your issue.

David R Varner is an Elite Dealer for Exede, the owner of Lake Country Satellite, LLC and not an employee of Exede or ViaSat,  www.LakeCountrySat.com
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Gary

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I must agree! Both my DTV and Exede were installed by my local dealer who is my first contact when ever I have an issue. The main reason I am a happy customer of both my satellite connections is because my local dealer has my back.
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Exede Kimberly

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Hello Will, go ahead and send me your info to exedelistens@viasat.com and I'll see what I can do for you. Thanks.

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