Did not receive return-equipment box

  • 3
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
I cancelled my eXede service before the end of the billing cycle. I am out of contract. The agent I spoke to assured me that they would send a "return kit" for the modem to my PO box as I don't have a way to get UPS deliveries to the house. I never got any kit, but I did get a mysterious $4 charge for "COMPUTER DATA PROCE" on my credit card bill. I called about this, and another agent says he can't see what that's for, but will request a refund. So far so good. Then he says that I didn't get a  "return kit" because they only ship them by UPS. I say, but when I cancelled I was assured you could send it to my PO box. He says yes, I see that in the notes from the previous agent, but it's not true. He says that eXede WILL NOT SEND ME A RETURN KIT to my PO box. He says IT IS MY RESPONSIBILITY TO RETURN THE MODEM WITHIN 30 DAYS EVEN IF THEY DIDN'T SEND ME THE RETURN PACKAGING OR EVEN NOTIFY ME OF A PROBLEM. So what kind of business is this? He says I'm supposed to return the modem, even if I have to pay shipping, in 30 days. 

I say this is B.S. If eXede had an issue with my PO Box, then why not notify me by phone or mail while there was time to arrange for something different? 

1. Exede rep says I will be charged $300 unless I return the modem within 30 days, which is 10 days from now. 
2. Exede rep says they will not send me a return kit via USPS.
3. Exede contract says I must return the modem in the package eXede sends me. 
4. Exede made no effort to contact me by email or phone to notify me of any problem with my shipping address. 
5. There is nothing in the contract that says I must provide a UPS address for the return kit, in fact the first agent said a PO box was fine. 
6. If I return the modem in my own box, at my own expense, eXede may still claim it was not properly packaged and charge me anyway.

ON WHAT PLANET, IN WHAT UNIVERSE, IS THIS CONSIDERED PROPER BUSINESS PRACTICE? 

Has anyone else had a similar experience with returning your equipment, and how was it resolved?     
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Kentuckienne

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  • frustrated and angry and mistreated

Posted 2 years ago

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Markgc, Champion

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Maybe you can have the return kit sent to your place of work or to a friend's house.
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Kentuckienne

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I work from home. And all friends/family are over an hour away. With more notice, something could have been arranged - but that would be MY concession to exede, not something that should be required of me. Nothing in my customer service agreement says I must provide a physical address, only that I must use the boxes exede sends me to return the equipment. 
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Diana, Viasat Employee

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Hi Kentuckienne, I'm sorry you are having issues with the return kit.  UPS will not deliver to a PO BOX.  I apologize  the 1st agent gave you misinformation. If you cannot provide another address and you pack and send it yourself, we will refund the charges when you send us a receipt.

If you provide a street address, we will send you a special box and packing material along with detailed instructions about how to pack it up and send it back.

We do not charge you based on how it is packaged but if the equipment is damaged, charges could occur.

Please send your account and contact information to exedelistens@viasat.com if you need any additional information or assistance.
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Kentuckienne

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How about an extension of the deadline, since it was not my fault exede didn't send the box or request a different address?
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Lisa Weaver

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Careful with Exede. Make sure to video record the packaging, weigh it at the post office with all equipment in it, then record it being sealed & sent out. They have a habit of "losing" returned equipment & charging for it. My mother-in-law was only able to get her refund after she posted the video of her doing as I just described on Youtube & contacting an Exede supervisor letting them know she was planning on contact the BBB & pertinent state regulatory agencies.

This is a very shady company at times.
(Edited)
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Steve Frederick, Champion

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Kentuckienne, you have several choices for Exede to send you the return boxes to you by UPS.

1.  Since you work from home, UPS can deliver the box to you there.

2. Have UPS deliver them to a neighbor.

3.  Have UPS deliver them to the UPS store or UPS agent.
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Kentuckienne

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No neighbor. This is rural. 
No delivery to home. UPS will only leave boxes out on the main road.
No UPS store anywhere near. 

I thought it was totally reasonable to request an extension of the return deadline, but it seems that exede does not think so. They think I should have known telepathically that they weren't sending a box. 
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John Albano

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Trying to disconnect from these guys is very difficult.  The modem return is okay now the expect a 73 year old man too climb up 40 feet to send back the transceiver device or share $95 to have a tech to do it. This is just plain fraud.,
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JEP

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I live a long way off a paved road and UPS does not like to deliver to my house so I fight this battle on a regular basis. As has been pointed out, you can have UPS deliver to alternate addresses, or even hold at a UPS facility.  And in fact, UPS does ship to PO boxes.  I receive UPS packages this way sometimes, it is called UPS SurePost.  Evidently, Exede does not choose to use this service.
(Edited)
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John Bender

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I have the same issue. UPS does not like to deliver to my area in rural Alaska. They tend to hold packages for a week or more, and then return the package to the sender saying "unable to deliver." Or they will tell me to pick up my package at a UPS store 60 miles away. SurePost to a PO Box is often the best option for those in rural areas.
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John Albano

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How are you going to send back the transceiver? My install is up 40 feet and i am too old to do it!
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Peggy Braly Parish

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I would hire someone to go get it , would not cost the $300.00 they will charge
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John Albano

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They fall off the ladder or damage  the unit who pays for that? Too much liability...we are not technicians
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Markgc, Champion

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It's two screws, pull it out and cut the coax !
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John Albano

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Exede will make a service call and charge you $95 for it.
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Markgc, Champion

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Can't you find some cheap local labor to get the TRIA down for you.
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Peggy Braly Parish

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They did the same to me even with a ups address , after calling around 6 times to get it taken care of local hardware store lets me get deliveries there. they even still went in and took out the money out of my account I had called and told them the address at least five times with it still not being sent then finally on the 6th call I got a person that knew what they were doing. They were on the old account from where I moved and even though it was there error they went into my account unauthorized and took the money they did return it after I posted what they did it turned up in my bank after I told everyone what they had done , oh surprise, this company had to much power 
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Kentuckienne

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UPS does not like to deliver to a house way back a gravel drive which is way back a gravel road. They will leave the package out on the main road, and give me no notification that it was delivered. Yes, UPS does deliver to PO boxes, and I have often had them ship to me this way. I do not have neighbors I can ask to receive the box for me. Who would have exede if they didn't live way out in the boondocks? I can arrange an alternative address, but I need an extension of the 30 day time period to schedule the hour+ trip to collect it. It smells of fraud ... to tell me they will send a box to my PO, then not send it, then tell me only when I call that if I don't send the modem back without 8 days I get to pay $300. How is that not fraud? 
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John Albano

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Sure it smells fraud...if they charge you credit  card for illegal things..let the banks go after them for fraud. Your dealing with ruthless and unreasonable people......their rules are stacked against you......but we all agreed to it...for me I made a big mistake.
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Bev, Champion

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So, O.P, you are saying that you cannot get orders from Amazon that ship UPS nor anyo ther UPS shipment? I find that strange.

UPS comes to the dirt road in front of my door and, it is a gated private drive though a cow pasture for the last 2 miles. New drivers that have not been here before do call to be sure they are supposed to open the gate but, they do it.
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Kentuckienne

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I like the way people make assumptions. "I get UPS at my house, and so you can too". Maybe you don't have a locked gate because of burglars from the homeless camp down the road. Maybe you have a UPS driver that will call before they come for delivery. Maybe you have UPS drivers that are willing to come back your driveway. Amazon ships to the PO box just fine. UPS seems to have this mysterious service where they deliver to the PO box, no problem. Maybe the shipper has to request it? 

As I said, when I need to get something by UPS I arrange with someone in a nearby town to get it for me. And I have no problem doing that. But it takes time to schedule.  What I have a problem with is being told that I will be penalized if I don't do this right now on exede's schedule when the entire problem for the delay is that they didn't inform me they weren't going to send me a box, and I've been waiting patiently for it. I didn't find out they weren't sending it until I called them. And they refuse to give me any additional time. 

This is very poor customer service and is typical from what I have seen from the company. 
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John Bender

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Amazon has no problem delivering orders to my PO Box.
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Brian Shackelford

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Still waiting for the "return" label and box for a modem they swapped out for me.  Was told I would be charged on the 8th if I did not send the modem back, but still no box.  I can box and ship and heck will even pay for the shipping, but I keep getting told to wait for the box to arrive.  I have a second modem swap tomorrow and am worried I will get charged for that too.

I will call back and ask for a super if I don't get a box tomorrow.  Any charges for a modem on my payment type WILL be disputed.  I have dates I called about the box noted. 

The lack of sending a shipping box seems to be an ongoing problem.
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Brian Shackelford

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Just to follow up.  If you have a modem swapped out as part of the service call, apparently the technician is supposed to take it with him  I am working to get the equipment back to the dealer or work out a time with the tech to stop by and get the modems from me.  Exede only ships packaging when disconnecting the service.