Why do I have to pay for service call?

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
I have had exede for 1-1/2 years and my internet is mostly not working. More down than working. I have called and been told that I have to pay $95 to have it looked at! Really??? This company does not stand behind it's service. I feel like they don't care about their customers. I switched from centurylink due to poor customer service.... Looks like exede is no better!! That is a ridiculous charge and now I'm stuck!!!! BEWARE!!!
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Carolyn

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  • frustrated!

Posted 2 years ago

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Exede Lindsey

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Hello Carolyn, 

If your account is over 90 days old you would be charged the normal $95.00 service call fee for a standard work order. 

I would heavily suggest signing up for our Easy Care feature:
 
Exede EasyCare provides customers an extra level of support for their internet service for $5.99 per month. 
  
• No charge for required service calls (normally $95).
• One dish relocation per year (normally $200).
• Priority access to customer service. 
• $5.99 per month 

If this sounds like a feature you would be interested in please give us a call at 855.627.1497 and we can add this to your account. Please feel free to send us your account and contact info to exedelistens@viasat.com if you have any further questions or concerns.    
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Carolyn

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I'm already paying for internet that DOES NOT WORK!  Oh, the solution is to pay more each month to get service????? I'm VERY unhappy. I'm paying for a service that is not working. How about taking care of your customers?  My contract works both ways, I should have service that works!
(Edited)
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Exede Lindsey

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Hi Carolyn, 

We certainly don't want you to feel that way, we are dedicated to providing exceptional customer service and understand your concerns. We would hate to see you go because of this. Please send us an email with your account and contact info to exedelistens@viasat.com thank you  
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Carolyn

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Here is part of the problem, I'm very unhappy that I do not have service and yet not only am I paying the regular monthly fee, this company expects me to dish out more $$.  Now, do you consider that "exceptional customer service"?  Well, it is not to me....I DON"T HAVE SERVICE and I'm paying for it!  No one has offered a refund for all the down time.  This is wrong in my book and in fact a good way to loss customers!
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Carolyn

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I had been happy and recommenced this company to others. Boy, am I ever sorry I did that!  Now I will be telling everyone what a terrible experience I've been having.  Remember, this comes back to bite the company......the loss of business will cost more than the $95.00 fee!
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NorthMN

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$95 is for just the service call. It'll be hundreds more after they charge you to replace "their" equipment, that you pay to lease. I've had the same problem for the 3-4 months.
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Carolyn

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When I got home after work yesterday, the internet worked.  A miracle! Then this morning I got up and online about 6:15 it was still working and just like clockwork, no internet again at 6:30.  When I signed up with exede with a two year commitment, I expected to have internet service.  My internet is unavailable on a daily basis. I would expect to pay for a service call if I have been doing something to make it go out or altered the equipment in some way.  I don't feel like this is my fault that I am getting sporadic and unreliable service from exede and I should not have to pay for the service that they agreed to provide.  excede just does not seem to get that they should take care of their customers and stand behind their service and not try to "shake them down" for more money!  I also should be fully compensated for the down time.  I had to ask for that!  I don't think I'm being unreasonable.
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Diana, Viasat Employee

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Hi, NorthMN.  The charge for the service call covers everything the majority of the time. We have introduced a new service plan called EasyCare for $5.99 a month. With this plan, the service call is free of charge. For additional information about EasyCare please visit this link;  http://help.exede.net/articles/General/EasyCare-protection-plan-available-for-Exede-WildBlue-account...
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Carolyn

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Now no internet at all!  A week without service and all excede wants to comp me is $12.  HA! Slap in the face!! When I leave this company I will take other with me.....Unhappy customers cost companies $$$$$$$!

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