Frustrated with customer service

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  • Problem
  • Updated 3 years ago
  • (Edited)
I'm really frustrated with the customer service this company has and the technicians. I first wanted the modem moved from the existing room to another room. CS told me they would move it with no charge due to it being less than 90 days since the initial hook up. Then the appt. day came and I got called into work and I called first thing in the morning to reschedule the appt. CS cancelled my appt for that day and scheduled it for the following day. Than 30 minutes after scheduling the appt. Ricardo shows up to move the modem. I mentioned to Ricardo that I had called to reschedule but if it wasn't going to take long than go ahead and move it. Ricardo said no more than 30 minutes. So I waited and Ricardo moved it, and said it was working and I took his word for it because I needed to go to work. I get home that evening and NO internet. So I call CS to see if I had my appt that I had rescheduled for Saturday and CS says no appt was made. So early and I'm already getting the run around. So CS rep says they will do a check on the system on their end and sees nothing wrong with it. So I said I would try to go online, thanked him for his help and we hang up. A few hours go by and the NO internet. I call back and another representative tells me that there is a power outage and everyone was busy and for me to call back in 2 to 4 hours. So I call back, the CS representative I talk to tells me there is no outage and I explain to him that I have a blue Ethernet cord hanging and its not plugged into anything. He proceeds to tell me to plug it into my computer (my PC desktop is in a different room) and I tell him my laptop does not have a plug for the cord. Than he tells me that's the problem. Ricardo didn't connect it right. So I tell him that I need to have someone come out and fix it. So he tells me he is gonna charge me $95 to have someone come out AND fix it. I ask why??!! First of all its not my fault Ricardo didn't do his job the right way so why should I have to pay $95 for his screw up. So he says he scheduled the appt for Tuesday morning and says he needed to talk to his supervisor. So CS puts me on HOLD FOR 30 MINUTES and so I call CS again from my house phone. The CS Lady that answered had told me that they were gonna charge me $95 to have someone come out. So in the mist of all of this back and forth for the charge and the being on hold still from my cell phone with the other guy, I tell her that he hung up on me!!!! OMG!!! RUDE!!! So CS lady gets everything set up and resolved. I asked her to make sure I was scheduled for Tuesday morning and she said NO appt was scheduled. OMG!!!Needless to say the CS guy didn't schedule it. So she makes my appt for the afternoon on Tuesday. Now this technician comes out and his name is Raul, tells my brother that we need to pay him $30.00 to move the modem into the den!!! So my brother has me on the phone and I said let me talk to the tech. The tech tells me since he is using his OWN equipment he will be charging me $30. I TOLD HIM NO YOU WON'T. My fee was waived for the Ricardo screw up and I wasn't paying it. I asked him if he can bill me and he said NO, it was coming out of his pocket and I needed to reimburse him. NO WAY. I ask him for his supervisor's name and he said it was Able (no last name) and I wanted his phone number and Raul said he didn't know it. DOES THIS SOUND SHADY??? SO I tell him that I wanted to speak to his supervisor and for him not to leave the premises until I spoke to his supervisor because I was not about to be charged for the job not getting done. NOW REMEMBER HE DIDN'T KNOW THE SUPERVISOR'S PHONE NUMBER!!! He hands the phone back to my brother, turns around and CALLS HIS "SUPERVISOR"!!!!.... His supervisor tells him to leave!!! EXEDE WILDBLUE, SOMETHING ISN'T RIGHT. All of this could have been handled in a professional manner and it wasn't. I don't like this company but by the looks of it, I'm stuck for now. I will not renew my plan with them!!! I can't seem to even talk to a supervisor or maybe they don't exist in this company. I don't know. All I know is people ask for some kind of identification for the technicians that go to the home. Something shady is going on there. I'm very uncomfortable with this company and its policies. I feel this whole situation is just a sham. I'm still waiting to talk to a supervisor!!!! Maybe someday.
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  • frustrated, upset, angry

Posted 3 years ago

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Brad, Viasat Employee

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Hello Maria,

I'm sorry for the frustration and the ordeal you went through. If you email me at and provide your account and contact information (Please DO NOT post it on here because this is a very public and open forum), if you send that info to me I can look into this for you and take the appropriate actions.

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