Unhappy with service

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  • Problem
  • Updated 3 years ago
  • (Edited)
I could not be more disgusted or dissatisfied with Exede.  Since getting Exede for my weekend property in late December 2014 it has literally only worked 2-3 weekends.  Most of the time download speed is between 2-3mbs and then the modem failed entirely (would not power up).  After countless hours on the phone and several weeks of arguing with Exede they finally sent a service technician today who installed a new modem and showed speeds ranging from 6-17mbs while he was testing.  Now this evening it is back to crawling between 2 to 4mbs.  Called support and they said it needed to be escalated but that could only be done during daytime hours and I would have to call back.  As far as I'm concerned, Exede can come and pick up all their junk, the service is useless and the support is worse.
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Tom May

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  • Disgusted

Posted 3 years ago

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Knight Rider

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Hey Tom I had the same problem when I first switched to exede but I sent an email to the social media team at exedelistens@visat.com with my account and contact info and they were able to fix me.
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Tom May

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Knight Rider, I am glad you were able to resolve your issue.  While I finally got the performance issues resolved I cannot get the billing issues resolved for the period I had no service.  This is a matter of principle and it is very simple.  Viasat contracted to provide service and did not provide it.  I am willing to overlook the months of poor service but am not willing to pay for the time I had absolutely no service.  If a normal person went around contracting to provide something and charging for it then not showing up to provide the service they would likely be charged with fraud.  I have to wonder how many others have experienced similar behavior.
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Knight Rider

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Have you talked to Lindsey?
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Tom May

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His suggestion below was to send a new email.  I had done that and got the following reply:

We’ve received your recent email regarding case 00441778. Because this case has already been closed, we ask that you create a new request if you need further assistance. You can create a new request from our Contact Us page.

Any wonder customers are so unhappy?

(Edited)
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Knight Rider

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If you reply to the orgional automated reply that yoiget from first sending an email your get that response sometimes. I think they still get the email but to be safe I would send a brand new email to them
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Exede Lindsey

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Hi Tom, I would like to help resolve your recent speed issues. I would be more than happy to review your account and see if we can correct this problem in a timely manner. Please send me a PM with your account and contact information.  Thank you 
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Tom May

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Lindsey,

I had already sent an email to exedelistens@viasat.com along with my account details.  I received the following reply...

"We’ve received your recent email regarding case 00441778. Because this case has already been closed, we ask that you create a new request if you need further assistance. You can create a new request from our Contact Us page."

And you wonder why customers are frustrated.....

You have my number (since you called last week).  If you really want to resolve my issues you would follow up and call me.
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Tom May

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Lindsey, I also filed a new complaint and got a reply that I needed to provide the last 4 digits of the card you had on file.  I replied that I no longer have that card or know the last 4 digits but got a reply saying that complaint was also closed. Since in every case Viasat had my account number and phone number and so was capable of following up with me, it is very clear that the company, or the staff involved, are more interested in finding reasons not to do something than in addressing customer's legitimate issues.
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Knight Rider

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They don't have your information until you give them the account number to look up your account. Now if they talked to you a week or so ago they may be able to find that email if they still have it to pull your account again but chances are they will need you to send a brand new email with your account nu.bet so they can pull it up and see what's going on.
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Judge and Jury

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Lindsey, I also filed a new complaint and got a reply that I needed to provide the last 4 digits of the card you had on file.  I replied that I no longer have that card or know the last 4 digits
You did not maintain up-to-date account info.  Now YOU have made a problem for yourself, by yourself.

it is very clear that the company, or the staff involved, are more interested in finding reasons not to do something than in addressing customer's legitimate issues.
Since Exede cannot see your I.D. in-hand to confirm you are who you claim to be,  they want to verify who they are addressing, not some sham way of ignoring you or anybody else.  The last 4 of your billing card is all they have to go on.  If you had up to date account info, you would be happy they asked for it for fraud prevention but now you want them to ignore the dangerous possibilities and blindly tinker with your service without really knowing if it's you or not. 

Now is a good time to put your hostility away and call customer service to enroll a new card on the account.  Customer service can help you with this type matter but don't call them for technical problems.
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Exede Lindsey

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Hello Craig, sorry you received that reply. Can you please verify which email you sent your information to? As we have not received any emails from you nor do we reply with that type of response from Social Media. I’m wondering if the email was intercepted by our online care team. Please verify this info so that we can further investigate this issue. In the meantime please try to resend your email to exedelistens@viasat.com thank you sir.
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Exede Lindsey

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Hello Tom, sorry you received that reply. Can you please verify which email you sent your information to? As we have not received any emails from you nor do we reply with that type of response from Social Media. I’m wondering if the email was intercepted by our online care team. Please verify this info so that we can further investigate this issue. In the meantime please try to resend your email to exedelistens@viasat.com thank you sir.