Service problems

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  • Updated 5 years ago
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This problem I have, has been going on for 2-3 months, internet drops out randomly for periods of time.  Okay at first, it's satellite internet so it's bound to suck compared to Fios (which is finally coming to this area or has come), but it kept happening, finally called it when it got really bad.  After calling in 3 or 4 times repeating my story, finally get a tech support you acknowledges there is an issue and obviously knows his stuff and finally orders a service call to figure this out (apparently people kept creating calls but they always got canceled because they seen it was connected and ignore looking at the history like this guy did).  So this morning, before my service call they call to say it's cancelled because the issue is weather they say, not sure whose butt they pulled that out of.  So I call back and ask why it's weather, it happens daily for 3 months?  No answer for me but the verdict is weather and she back pedals and says updates all the time.  Now I get during storms it goes out, fine with that, then I just use my T-Mobile Hot Spot but to have a storm everyday as they claim is just dumb.  So the service guy is on the way already and he tells me he can check it out anyway to see if everything is tight and it's aligned right at least since he thinks the weather thing is weird also.  Within minutes he realigned the dish a little but said I would need to trim some tree limbs that are are the culprit, pointed out the problem ones.  No charge, service guy was super awesome and provided an actual answer, that's all I wanted after 3 months was an answer or a solution, 10 minute service call.  Get it straight guys, never had issues my first 3 years, actually never had to call in until recently and it was enough to make me drop as soon I get Fios (about time since I'm 3 minutes from a city that has it).  Wanted to share this story with this awful customer service and the great service guy.
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Kiowa

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Posted 5 years ago

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Bev, Champion

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I'm sorry you had problems but, the phone reps can't see trees and, if it's on for a day or two, then off for a few hours, then on again, it does look like weather since the weather either at your home or gateway can affect your service.

Most people routinely trim trees, and those of us that have satellite and trees near the path our signal(s) need generally look at that first if we suddenly have problems and, the equipment looks fine or, are proactive and trim the trees yearly to avoid such problems.

I wouldn't expect a phone rep to even suspect trees in the way as the problem. Homeowners SHOULD know that all trees need routine trimming unless you want random fallen limbs, unbalanced trees that are more likely to fall in a heavy storm or high wind, limbs scraping your roof etc....
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Kiowa

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This was happening daily randomly from anywhere from 30 minutes to 2 hours.  Daily!  Tell me that looks like weather, god I would live in a pretty crap place for that kind of weather. 
Keep in mind that I'm no homeowner so I can't be taking chainsaws to these trees when I feel like it.  But the tree is nowhere near the house and to me it looks the same as it did when I moved in.  But that's not the point, why not give great customer service the first time out, like this last fellow I got who took his time to dig deeper and see that there was an issue and see the outages are happening DAILY and take care of me.  If I got that call right away then this problem would have been resolved 2 months ago.  The point is to give great customer service right off the bat.
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Callen Gilbert

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OMG  Bev  "Most people routinely trim trees, and those of us that have satellite and trees near the path our signal(s) need generally look at that first if we suddenly have problems "     You are kidding right ?   Most people routinely trim trees:?  Where did you dig up a fact like that.  It ain't true btw..   And people need to look at trees being the cause whenever they suddenly have problems.  Jimmy Christmas - Give people real advice, not some lame excuse that is just an excuse for bad tech support methods.  I was a tech support supervisor for seven years for Creative labs.  One of the very first things we taught our technicians is to diagnose each problem using a step by step method.  For instance let the customer know you are going to go through a step by step method so they do not think that you believe them to be stupid which is a problem most tech support agents have.  (not read about that statement.  actual studies completed by around the world tech support suppliers),  Then go though the method.  power on of course?   when did problem begin?  has this happened before?  branch off to a different line of questions each time a fact   comes to light.  If an agent will do this each and every time with every problem it becomes second nature to them.  Whem that happens, if they all do it, then the tech support for that company begins to be perceived as awesome.  Of course the management of the tech department has to be behind it or it will never work.  Creatives tech support was rated as high as it could be for many years using this method.   an added benefit is that agents do  not make statements such as the one above about the trees t hat is so condencending that I would have hung up immediately or asked to speak to a different agent. 
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Starring Matter

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Callen,

Bev is not "tech support" she is a regular customer like myself who knows a bit more about how all this works than the typical customer.  Her advise is very smart and very sound from a consumer point of view.  It might not be obvious to everyone on a satellite system, but line of site is vitally important, and the responsibility of each and every person who uses satellite (of any time) to make sure their line of site is clear (neither exede nor dish no any other satellite company can prevent your trees from growing). 
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Steve Frederick-VS1/Beam314, Champion

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Bev and Starring Matter are very right in that line of site is extremely important in any satellite signals.  Trees in that line of site can absorb signal, thus reducing your system's ability to process signals efficiently, when the data packs are not received properly the system will request a resend, consuming more of your precious data. The leaves absorb more of the signal during periods of high humidity and rain, so keeping the path between satellite and your dish is important.  I can remember in the days of the early TV satellite systems, we had one of those 10 foot dishes that had to position itself for each of the many TV satellites, we had to clear trees every few years for the satellites in the far western sky, which were close to the horizon for those of us in the east.  For many people, trees will never be an issue, but for others in the more wooded areas that come with country living, it may become a problem.

As Bev and Starring Matter, I am just a customer, and only speak from my experiences with getting signals from satellites above us. 
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Lake Country Satellite

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Kiowa..You are correct the customer service reps should have been able to dig a little deeper in the signal history.  We now have tools available to us to see what everyone else in your same beams signal looks like.  A lot of times the tool does indicate weather when there is none.  The agents need to look at the signal history and then have a little faith in our customers.  And I have also had truck rolls cancelled even though there was still a problem, so I will make sure that issue get corrected.

Bev is right about keeping your trees trimmed, although I do not agree with how she answered you, because the problem could have been resolved on the first call had they sent a tech out.  The tree limbs would have been pointed out much earlier.  As a homeowner you would NOT necessarily know what limbs are effecting your signal because the antenna is skewed and looks in a different direction than what it physically looks like it is.  Only if the original installer pointed out to you about keeping trees trimmed or branches are physically hanging directly in the antenna would you have even suspected tree branches.

My company Lake Country Satellite has been the #1 self installing dealer on the East Coast for over a year.  Our home area is on a lake here in Southern Virginia with over 800 miles of coastline, trees are an everyday issue for us.  Visually looking at a tree, I still don't always get it right.  I ALWAYS however trust my inclinometer, a fancy compass that costs about $150 which the normal homeowner does not have.  With it I am able to look at the compass bearing and the elevation of where our satellite is sitting in relation to where I am, and I am able to see any objects that are in the path.  We always leave a 5 degree window on every side as a good rule to help protect against growth.  You as the homeowner are NOT going to have all of this information readily available to you unless you are a satellite tech.

Again, I am sorry about the no customer service issue.  I personally have take on this issue with the company that represents my/our customers, and am making a slow progress in making Exede a better and easier company for our customers to do business with.  

ALWAYS deal with a reputable LOCAL Exede Dealer, then you will have a LOCAL advocate.  Sounds like you did get a great service tech!  Glad to hear Fios is coming for you, we will be sad to see you go, but we do understand.

Lake Country Satellite is an Elite Dealer for Exede High Speed Internet and David R Varner is a member of the Dealer Advisory Council to Exede.  www.lakecountrysat.com 
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Kiowa

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See, that's exactly what this fellow (Floyd was his name) did, he dug deeper, looked at the history and he used those tools and saw there was a history happening daily and got the service call set up and he knew that it would keep happening and just because the modem comes back on doesn't mean it's resolved.  It's all about getting good service that first time out.  The service guy also pointed out the problem branches that were in the beam path so I'm not blindly hacking with hedge clippers, now I know what needs to be attacked and can create a proper plan to get it done and that's all I wanted 2 months ago, to get the issue resolved in a timely manner.
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ExedeKarmin

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Kiowa,

I'm glad your issues were resolved.  Can you please send me an email to exedelistens@viasat.com with your contact information.  Thanks.
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Bev, Champion

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I'm glad it was fixed too but, I'd be upset if the first thing they did was try to end a technician out, that's 99.00 and, since it is that expensive, that needs to be the last resort.

Perhaps I expect young people today to have the same common knowledge we all had when I grew up, like trim the trees for various reason, every year or two years at most depending on the type of tree it is, check obvious things like loose wires, corrosion, dirt, broken wires etc...I suppose now, everything needs to be point and click/ plug and play with no maint, required. Wish my place worked like that but it never does.
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ExedeKarmin

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Bev,

Depending on the situation, we do try and work with our customers when it comes to out-of-pocket expenses.  

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