Unhappy with customer service

  • 4
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
For a month now my service has been inconsistent and goes down regularly despite the weather. I have contacted service reps and am given the same "unplug, plug back in routine" which DOES NOT work for this issue. Today, I contacted online chat and was connected to a woman who was quite frankly rude. She told me there was "no history of outages" as if i made the whole thing up. I rely on my internet for schooling and when it doesnt work properly, it totally screws me. The lady told me to just try calling again when it goes out. I told her I have emailed before about this issue, and she replied that ive only contacted them once. I am at my wits end and im stuck in a contract that will cost me an arma nd a leg to get out of. I am willing to do that. To which the customer rep replied "it will cost you $15 a month for every month you have left". Seriously??? No solution, no willingness to help, only a "cancel your service then" type of attitude. This is absolutely ridiculous. I wanted HELP not to be belittled and ushered out the door.
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Dara Stump

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  • frustrated

Posted 3 years ago

  • 4
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Exede Lindsey

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Hi Dara, 

I am sorry you have experienced connection issues; we don't want you to feel that way, Exede is dedicated to providing exceptional customer service and would hate to see you go because of this. If you can send me an email to exedelistens@viasat.com with your account and contact info, I would gladly review your account and see how we can help get this issue resolved. Thank you 
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James

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I have also had this same thing with being called a lair numerous times as if I made up the problems as well,but I was smart enough and got the whole thing recorded each time.
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Brad, Viasat Employee

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Hi James, 

We don't want our agents to exhibit this sort of behavior. If this is a issue you're still having you can bypass talking to the folks on the phone and email us at exedelistens@viasat.com and we can look into what's going on
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Lynn Hoffman

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James and Dara, I wonder if with all the people that have complaints if they shouldn't be sent to the Better Business Bureau or something like that to have an investigation because of ALL THE COMPLAINTS and that they are pretty much the same complaints. Just a thought.
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Brad, Viasat Employee

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That's why we offer a chance to talk to us via the email Lynn. We're in the corporate office so you're bypassing the agents completely, talking to someone higher up the ladder, hearing you out ect. Most issues can be easily resolved with us. I would highly advise going that route first. 
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Lynn Hoffman

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But that's the problem, we do Brad and we get told the samething. My exede internet is constantly going on and off, loading, etc and it's a sunny clear day. I've quit calling and complaining. I go onto the ESVT and check my usage, whats off etc. Most of the time there is nothing showing a problem but it's very very slow and I'm nowhere near my 150gb. Or I'll go on it using just my phone data when there is a storm and it does not show a storm or anything. People are tired of not haVing what they were promised and nothing being done about it. My cell phone I depend on the Internet to be working because cellular reception is not good. I had my phone turned on to go with the Internet (I guess that's what you'd call it) but I am still dropping calls because of the Internet going on and off.
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Brad, Viasat Employee

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Unfortunately Exede is not responsible for your cell extender as this last post implies. Anytime a 3rd party device comes in there's never a guarantee it'll work the way it should or even at all and cell phone extenders are VERY VERY hit and miss. It's not our device and there's nothing we can do to "make it work" all we can answer for is the connection to the modem (had your info from a email to Lindsey and I show no problems even ran a speed test showing 13mbps). If everything on eSVT shows properly, the issue is outside of the modem and that is past where we can offer any support. Latency can easily be traced to the router or individual device in this case. Routers are usually public enemy number 1 in this case. 
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Pipe Pistoleer

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Yeah actually I think Lynn is referring to WiFi assisted calling. That utilizes the available Internet connection from the ISP (exede) to place or assist in establishing and/or maintaining the call. Really isn't an extender. So it kind of us Exede's problem.
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Brad, Viasat Employee

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still if that's the case a 3rd party router is responsible for the wifi signal for most customers not on our new wifi speedboost modem. *IF* everything to the modem is going great all great values (as indicated) the service is working. A router could be in a state where it's not renewing an IP address and completely dragging the connection down and the source of the problem. If it's not a our built in Wifi and you have like a Linksys router we can't troubleshoot it and aren't responsible if it's not connecting. On the flipside if our modem is the issue then yes we're fully responsible at that point. We don't troubleshoot for wifi calling or any 3rd party device (phones, tablets, PCs) , the only way it's on Exede is if the modem is dropping. If there's suspicions of this happening please email us. It's the only way we can definitively rule out Exede as being the culprit for the issues. If it's us making the issue happen we will gladly help you as much as possible whether that means extensive troubleshooting, sending a tech or whatever the situation calls for. You can also call in but email is a less frustrating method if you ask me. Sorry if that came off blunt, that's not my intention, but I need to stress that 3rd party devices are something we can't troubleshoot. 
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Old Labs (VS1-329-L12FZ)

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Lynn Hoffman writes:
but I am still dropping calls because of the Internet going on and off.
  • What router (brand and model)?
  • Have you determined whether it is the modem dropping connection vs the router dropping connection vs the WIFI connection being dropped?
Other than that you may want to see if your router has any quality of service (QoS) features - with a device priority QoS feature, it would be best to give your phone highest priority (usually based on MAC address) for VOIP.
 
(Edited)
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Pipe Pistoleer

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I'm thinking that figuring out QoS tagging is a bit beyond most consumers (and in Exede's case a lot of your consumers are rural folks). I remember when ISPs used to help you with all of this stuff, but now they're like the water or electric company. "Here's the utility, it's on you to figure out how to utilize it." VoIP and satellite seems like a shaky combo at any rate.
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Dara Stump

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I think the biggest issue I was getting at here is the cattiness I get from customer service. I am not stupid, I don't need to be talked down to Everytime I reach out. Dont forget that your customers pay your salary, and the way we've all been treated is unacceptable. You can get your point across and tell us what the problem is without being snide. "Sorry for being blunt but..."!?? But nothing! This is customer service, not a phone call between friends. I thought Time Warner had bad customer service until I experienced Exede. Definitely will spread the word to my friends and family on Facebook and elsewhere NOT to waste their money, but rather to choose a company that actually cares bout their customers.
Of this experience has taught me anything, it's that your customers are nothing but dollar signs to you.
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Dara Stump

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I also can't help but notice that my post was originally titled "extremely unhappy with customer service" and it has been edited by your moderators to say only "unhappy with customer service" what's that all about?
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Brad, Viasat Employee

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Hi Dara,

Our intention with this forum is to serve as a self-help community. Sometimes we do change titles in order to make search results pull up better matches. Our guidelines are here https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update

As for my comments above that was more of a reply to another issue that was turning into a new topic and wasn't directed at you. With that said I do see you are working with Lindsey. I think that's a fantastic avenue for getting the assistance you need. We constantly encourage people to try emailing us because we're in the corporate office, you get to bypass the frontline agents on the phone and for a lot of customers that's a lot more positive of an experience. 

Hopefully that clears the air a bit. 

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