Getting returned equipment checked in

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  • Problem
  • Updated 1 month ago
  • Acknowledged
Cancelled service as of September 8th.  Asked for and got a box early, so sent TRIA and modem on September 7th.  Was received September 11th at Exede (UPS tracking).  However, as of a few minutes ago it has yet to be 'Checked In'.  Does anyone have a way of getting ahold of the 'warehouse'?  Calls to Exede and the 'chat' have yielded nothing.  I keep getting told to 'check back tomorrow'.  How hard can it be to check in some equipment?  If I hadn't asked for the box early there is no way the process could have been completed in 30 days.  Almost as if the $350 equipment fee is an additional revenue stream....
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Scott Kilborn

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Posted 2 months ago

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BOB SHUBER

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I tracked some equipment a week ago and I was not calling the right number. Have to calll service number.
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Scott Kilborn

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do you have the service number?  
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BOB SHUBER

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You have to call them to request.
(Edited)
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VeteranSatUser, Champion

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Email Viasat@viasatlistens.com. include your name, old account number, and UPS tracking number. They will follow-up.
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Scott Kilborn

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Did that, no reply
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Bev, Champion

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It takes up to 24 hours to get a reply. Right now, no one is in that office until morning. I'm sure they will get back to you then.
(Edited)
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yourguytim

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I am sure they won’t.
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Scott Kilborn

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Yep. You called it
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Matt B, Viasat Employee

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We know one of the people that works in that area.  It's where Exede Lindsey ran off to just before I joined the team!  So yeah, send us an email, and we'll look into it!
ViasatListens@viasat.com 
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Scott Kilborn

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I did yesterday - thank you!
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Diana, Viasat Employee

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Hello Scott,  Viasatlistens@viasat.com has not received an email from you.  Please send an email to that address with your account and contact information. We are here to assist you with your equipment return issue.  You can also call Customer Care at 855.463.9333 for immediate assistance.  Diana
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Scott Kilborn

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Sent again - hopefully you get it this time!
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Diana, Viasat Employee

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Thank you,  Scott,  We have received it and will respond soon.
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Matt B, Viasat Employee

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I have your email, Scott.  Expect a response sometime today!
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Scott Kilborn

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Or not... This is just crazy...
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Scott Kilborn

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Still no response Matt B?????
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Matt B, Viasat Employee

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Just sent you an email!  The delay was waiting for the right person to be in the office.  
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FerBob Outcast

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I tell folks who are canceling service to make darn sure they do two things with the return process;

1) Put all three parts in their respective 'nests'. - take a picture - then seal it up.
2) Take a second pic of the return label, making sure you clearly capture the tracking number - or write it down.

In the unlikely (but DOES happen) event there is a claim some or none of the parts made it back - you have proof.

99% of time a waste of effort/time for those precautions, as the return process will work as intended.
For the 1% it can save much aggravation...

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Matt B, Viasat Employee

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Good advice!  
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Scott Kilborn

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And after doing all that you are still at the mercy of ViaSat checking in your equipment. If they don't check it in they charge you. Period. They even admit on this forum. The charge is automatic if they don't check it in. ViaSat has now had my equipment for 18 days without being checked in....
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Scott Kilborn

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Update 21 days with no checkin
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Scott

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Another thing to make sure of, which I just found out, even if you go 1 (one) day into the new billing cycle, they will still charge you the full amount of your bill even when the equipment was received by Viasat, and they do not prorate. No way to get service from them, but they still want a whole month of payment to pay for the new sat. I am so glad I am done with them. What a bunch of crooks!
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gm92066

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This is beyond ridiculous, if UPS tracking says it was delivered to Exede/Viasat that ends your responsability. What ever happens after that you have no control of, it is in their possession, you returned it end of discussion. It was "checked in" when someone accepted the UPS shipment, any legitimate buisness would agree.
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Scott Kilborn

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I would agree. However ViaSat can't assure me I won't be changed and I still have no assurance I won't be charged. This is getting beyond crazy...
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Brad, Viasat Employee

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Hi Scott

Keep your tracking number around. I had someone with a similar thing where we were able to verify it was in but it didn't show on the system our agents used. you SHOULD be OK 
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Scott Kilborn

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Brad how would you feel if I told you I MIGHT take $350 out of your bank account? And that I would probably put it back 'soon'?? This is just crazy....
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gm92066

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There should be NO SHOULD, he returned it, if your people don't know where it it that's a problem with your system!
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Scott Kilborn

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Try convincing ViaSat of that... I've posted here, called, and have done their webpage 'chat'. Still no firm answers....
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Brad, Viasat Employee

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Guys I'm getting something more solid for assurances but we can immediately fix it if something was to happen. I was simply referring to someone with the same thing and what I found. If you were charged, don't bother calling just email us and we'll do it ASAP.  We're in the corporate care team so we don't have as many speedbumps to fix it if it were to happen. We're not going to fight you if you have proof it came to us and we can verify what you send.

There's always the precaution of removing the payment method on file (would have to do online or calling in due to security) if you don't want to take our word on it
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gm92066

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Funny thing I was just looking online at how to remove the payment method on file, doesn't seem to be possible...
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Scott Kilborn

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I was told the same thing on one of my calls to them. Yep that isn't an option...
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gm92066

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From the 14 page Customer Agreement (Residential)
F.
Return of Equipment.
Additional charges will apply as specified in the Lease Addendum if
(i)
you fail to return the modem and transceiver within 30 days after termination of this Agreement, or
(ii)
you agree to upgrade your Internet Service, which requires the activation of a new modem, and you fail to return your original modem within
45 days after agreeing to upgrade your Internet Service.
If you purchased your Equipment, you are not required to return the Equipment upon termination of this Agreement. In any event, Viasat is not obligated to de-install the Equipment
I am sure they will find another paragraph somewhere that says they must be "checked in" or they will make something up!
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Scott Kilborn

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Search the forum here - they say the charge is automatic and they just refund money to clear up their mess after the fact. Brad won't answer if it would be ok to MAYBE take $350 out of his checking account...
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Brad, Viasat Employee

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Scott I can't go into details nor will I go into of your account since this is a public forum but my "should" is very solid. Email me at viasatlistens@viasat.com so we can talk one on one about this. I'm closing this thread effective now

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