Trouble with installation

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  • Problem
  • Updated 5 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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Had a appointment for install on july 4 got a recorded message saying exede could not install because the service person did not have the equipment no big deal you know being july 4 and all. So that following Monday I made a appointment for sat july 12 between 8-12 and you know what nobody showed up. I called the company and was told I had to make another appointment I told the customer service person I've been waiting since 8 and I could either get another appointment or not get service at all. I asked to speak to a supervisor and she put me on hold. She came back on and said do I want another appointment I asked where is the supervisor and she told he will say the same thing so I told he I wanted to talk to him she put me on hold again for another 10 min then came back on and said the supervisor said I either can make another appointment or not get service at that point I asked her what was her name and the supervisor and was hung up. Is this how exede trys to get new customers because if it is that maks for a sorry company
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Da bat

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  • frustrated

Posted 5 years ago

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Lake Country Satellite

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So sorry to hear about your experience, this is not the norm.  My advice ALWAYS contact a LOCAL dealer and then you know exactly who you are dealing with.  If you send me your information, name, number and zip code, I will get you in touch with a LOCAL dealer.  I will also forward your information and this message along to the top man running the call centers to take appropriate action.  This is unacceptable.  I am an Elite Dealer and these are the exact kind of issues I am working closely with Exede to eliminate.

Local Exede dealers are here waiting to serve you, but you have to call us, Exede does not push your information to us.  Wished they would, a lot of the nonsense I read and respond to in these blogs would be eliminated.

David R Varner is and Elite Dealer for Exede High Speed Satellite Internet and is a member of the Dealer Advisory Council to ViaSat.  david@lakecountrysat..com www.lakecountrysat.com

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ExedeCrystal

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Da bat,

I apologize about this issues you've had with your installation and the service rep. That is unacceptable and we definitely do not want our customers, new or old, to be treated that way. Please allow us the opportunity to rectify this situation. Please send an email to exedelistens@viasat.com with your account information for further assistance. Thank you.
Exede Cystal
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Catherine

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Going through the same problems also.  Tried to move service from old house to new house on July 3rd - set up appt for new installation on July 17th - no call, no show.  Contacted customer service so they said the 18th - no call, no show.  Called again - set up for 19th - no call, no show.  After complaining and trying to speak to supervisors, we're now scheduled for August 7th.  Customer Service???  What a joke!!!
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Lake Country Satellite

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Catherine...Do you have a LOCAL Exede Dealer near you?  You can follow this link: http://www.exede.com/internet-packages-pricing/find-a-local-dealer enter your zip code and all the LOCAL dealers that are near you will pop up.  Call then to see if someone can get to you sooner.  If so, call and cancel your other service and go through the LOCAL Exede Dealer who will provide you with much better service.

I apologize for the level of service you have received to this point.  It is unacceptable and NOT the norm or the level of customer care that Exede wants to project.  When you go through a LOCAL Exede Dealer, you have a LOCAL point of contact.

If you send me a private email to: david@lakecountrysat.com I will send this to the department head to look into.


David R Varner is and Elite Dealer for Exede High Speed Satellite Internet and is a member of the Dealer Advisory Council to ViaSat.  www.lakecountrysat.com


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Exede Kimberly

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Catherine,
I should be able to get you an earlier appointment. The 7th does seem to be a pretty late one. I'll also make sure to add a note to the technician to call and confirm when he is on his way to your home. Please send me an email to exedelistens@viasat.com with your account and contact information and I will get this taken care of for you. Exede Kimberly

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