Fabulous Customer Service

  • 1
  • Praise
  • Updated 1 year ago
Friday, I had a connectivity issue. I emailed exedelistens@viasat.com regarding the problem and, posted here. I have an Exede Business account. Within an hour, I had received TWO calls form the Business tech support team, my problem was immediately escalated to tier 3, and two hours later, a Tier 3 technician called me to inform me that it may be an issue with my modem but, that it was fixed for now, if it happens again I will need a new modem.

I am pleased with the service, fast, did what they needed to do to get me a stable connection again and, told me what the issue was a symptom of and, what I would need to do if it happens again.

The Social media team here was very fast in passing my email to the Business department and, they responded quickly - perfect. Now if we can just get ALL of the reps working together that quickly, Exede would have a lot of happy customers. :)
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Bev, Champion

  • 3063 Posts
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Posted 1 year ago

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Diana, Viasat Employee

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Hi Bev,  Thank you so very much for this post complimenting the service you received. I know that you are busy and we much appreciate the time that you took to let us know that we were able to assist you. I will be sure to pass along your kind words as it helps us when we know we have truly made a difference to those we serve each and every day. You are the type of customer we look forward to helping every day and make our jobs enjoyable.

 
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Gregory Davis

  • 97 Posts
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I, being one of the satisfied customers, have also experienced problems that were resolved via a phone call to the help desk.  Maybe I'm one of the lucky ones - I'd like to believe that the majority of customers don't even bother to even read let alone comment in areas like this.  Maybe I'm just nosey - but I've learned alot from forums like this and have at times added my two cents.