Good Service has slipped today

  • 1
  • Problem
  • Updated 3 years ago
Over the past month I had issues with my service.  I lost all service and was down for 23 days straight.  While trying to work through this issue with national customer service, I was told that they would give me a free month of service.  So I wait thinking that they wouldn't charge me for the following month.  I was charged in full.

The customer service person was nice as can be and I realize that reimbursing me for a full month is beyond her scope so she had to confer with the on floor manager. Lets call him Timothy #APR1180.  At first they were willing to prorate and reimburse for the days I went without. If it was five days I agree...prorate it and move forward.  But it was 23 days.  I tell them I don't pay for days when it works I pay for a month of service. 

So they finally agree to 79.99 my monthly plan but won't pay for the taxes and rental of the equipment, which bring the overall total $90.58. Are you serious? Timothy needs to rethink his approach.  I wasn't asking for anything out of line. I was asking for what was told to me (sadly that agent didn't note it in my account so I understand the skepticism.)  
So as a customer I had to feel the need to get on this forum and bad mouth a company that I have had wonderful service, along with customer service from, for the past two years.
Way to save the company $10 Timothy #APR1180 by not do the right thing.  Why not say I'm sorry 23 days without service is unacceptable on our part, we will give you a month of free service.

Jonathan
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Jonathan Adams

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Posted 3 years ago

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Steve Frederick, Champion

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Jonathan, send an email to the moderators, at exedelistens@viasat.com, along with your account number and a phone number they can reach you at. Diana and Lindsey will get back to you and get you a fix to this.
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Diana, Viasat Employee

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Johnatan,We can assure you that we are here to
assist to the best of our abilities. Our customer's satisfaction is of
the utmost importance to us.  Please send your account and contact information to exedelisten@viasat.com.  Thank You
(Edited)
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Jonathan Adams

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The $10 isn’t important to me...it was the lack of quality care from Timothy #APR1180.  

The phone rep was super helpful and the decision was something that she couldn’t make. It had to come from a supervisor.

It’s a petty thing but that’s a joke that he wouldn’t go ahead and refund the full cost for that month.

I’ve wasted more time than the $10 is worth, my only hope is that a supervisor gets a lesson in customer care.

I understand you can’t give away the farm but better judgment needed to prevail in this case.