Help - cancellation scam

  • 1
  • Problem
  • Updated 3 months ago
  • Acknowledged
Contacted the company because I was moving and would no longer need service. Told the rep when I was moving and he said he would send the equipment return box to my new address. Received the box on June 5, no problems yet, packed my box and returned it on June 24 (within the thirty day window) and UPS tracking confirms the box was received at 10am on June 26. However, on July 5, I was charged $320. Upon calling, I was told the box was never received. I got a little annoyed and hung up. I called back after calming down and was told that their UPS tracking told them that they HAD received the box, but it was an error in the logistics department and they were unable to locate it currently and I was told to wait at least 5 business days for them to look into the issue. Fast forward to five business days later, I called and was told that they never received my equipment. I told the rep that I had been told to call back after 5 business days and he looked into it a bit and then told me I had received misinformation and that it was actually 7-14 business days but that he would look into it anyway. Gee thanks. Then the rep started looking into it and was magically able to locate my equipment. I was then told that the modem and tria were missing from the box. I said yes, the tria IS missing because when I spoke to the original rep to cancel my account, I was not told that I would need to take the tria off the dish. Had I known that, I would have done so before moving. My equipment return boxes were sent to my new address after I moved, not my old address, so I’m not able to return to my old address and go climbing on the dish to retrieve it. Had I been told that I would need to return this part, I would have taken it with me when I moved. They then told me that the modem was also missing from my box. I asked them what the heck was actually in the box then? And they said cables. And I said oh really I sent back a box with just cables in it? I returned that modem. I was told they would look into it. I was unfortunately disconnected by accident at this point and had to call back and speak to someone else who had no clue that my equipment box had actually been located. She then eventually found it after looking into it. I was then told that now there was an “escalation” on my account (a word they use often, as if it’s something us peasants should understand the meaning of) and that the logistics department would be working on locating the box in the next 5-7 business days. I was like wait what am I actually waiting on? Because they found the box. And she said you’re waiting on the escalation to be resolved. I asked but what am I specifically waiting for? She said for them to confirm that the modem and cables are in the box. (WHO IS NOT DOING THEIR JOB IN THAT LOGISITICS DEPARTMENT?? OBVIOUSLY SOMEONE MORE COMPETENT NEEDS TO BE HIRED OVER THERE.) So I then said that the cables and modem were j the box (not the tria) so could I please get the refund for those items. I was told that that’s what the 5-7 business days were for. I then asked if she was sure that it would be 5-7 and not actually 14 days. And she confirmed, yes, 5-7 business days. I can’t wait to call back and hear a new story as to why I have to wait another 5-7 business days for someone else to not do their job over there. The biggest issue here is that I was charged for an unreturned equipment box and you all look like a bunch of fools when UPS contradicts you. What are you doing over there in the logistics department? And why are all of your customer service reps mildly confused when it comes to these issues? I should not have to wait all this time for a refund when it was this incompetent company’s fault. My box was returned within the thirty day window. I’m disgusted and appalled. This has been nothing but a nightmare and the internet service was absolutely abysmal the entire time I had the service.
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jennifer

  • 2 Posts
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  • anxious, frustrated, severely annoyed, poor and broke at the incompetence of this disgusting company

Posted 3 months ago

  • 1
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ExSatUser

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Unbelievable how many complaints are made about having problems with returning equipment. It shouldn't be THAT hard!
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GabeU, Champion

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There sure do seem to be a lot of them lately.  
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Steve Frederick-VS1/Beam314, Champion

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Viasat farms out the returned equipment handling to a third party. Low bidder doesn't mean quality service. A common practice in today's business models, but it does cause for some very upset customers.
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ExSatUser

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You mean like going to foreign call centers?
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Phlatulence Phil

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But what about the stockholders?
Doesn't anyone care about them?
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Will Seemore

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I love the foreign call center employees reading off a script, most know zero about computers. You can tell them you have reset your modem 3x in the last 15 minutes and they will tell you to do it again. Even if you tell them you have done steps 1-5, they act like you didn't even speak, they start telling you to do steps 1,2,3,4,5.
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Harvey Mueller

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Yes there are an inordinate amount of complaints re: equipment return process but even more issues processing refunds when something goes wrong
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Will Seemore

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I have to call this one a draw. Bad on Viasat for losing track of the returned box. No excuse for not returning the proper items. The return box has a form fitted foam insert that makes it obvious what should go in there. There also are instructions on how to remove the tria. Why would there be instructions for removing something they don't want? What I find pathetic is they want 10 year old trias back that definitely aren't worth $150, they are either obsolete scrap or at best a rebuildable core.
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jennifer

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I moved before the box arrived. Had I known the tria was needed, I would have taken it. Was stated above as well. I would like the refund for my other equipment.
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Bob Lexus

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My imagination doesn't quite stretch far enough to go along with claim Viasat reps claiming the TRIA did not need to be returned.

Returned parts disagreements in Viasat's receiving department I know to be a chronic problem Viasat owns on their end

Will, the TRIAs get reman'd and I suspect Viasat is also attempting to keep old/worn out/defective parts out of the aftermarket (ebay etc).

There used to be tons of crap DirecWay/Hughesnet parts for sale that just generates more customer frustration & support calls