horrible service, no internet most days.

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  • Problem
  • Updated 6 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

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This company is probably the worst run business i have ever dealt with.  Constantly we were without internet, weeks at a time. We did call, mostly we were ignored, the customer service reps were often rude, but we were under contract we were reminded.  
Finally did end the service, it costs $30 a month even when you turn it off because you dont have internet. They sure can remember to take your money, just not give you service.
It took over 40 minutes on the phone to end the service, the lady did not know what she was doing, poor training maybe.
The shipping box was not sent when they said it would be, come to find out they did not even have the correct address on our account.  I finally got the box, mailed it off from UPS.
I again called to let them know i had sent it.  Now our account has been debited 308.70 for equipment they have.  Putting our account into the negative.
I am wondering how these people stay in business.   I did write to them yesterday, we got an automated response saying someone would respond in 24 hrs.  That has yet to happen either.

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Christina Reno

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  • disgusted

Posted 6 years ago

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Lake Country Satellite

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First I am sorry to hear about your service sounds like you had a bad one.  That is not the norm, especially if you went through a LOCAL Exede Dealer.  If you have not already heard from someone at Exede, please send me the phone number and name that was on your account and I will have someone get right on this.

Rudeness by agents is not tolerated.  Also please let me know the date and approximate time that you called so a supervisor can pull the audio and take appropriate action with the agent if needed. 

When someone reaches out to you, I will make sure they have the right address and ALL your concerns are taken care of.

As far as the $30/month cancellation, that is inaccurate.  The cancellation fee is only $15/month for any months remaining in your contract, if you went directly through Exede.  Now if you went through a third party like Dish or NRTC then they may have a different cancellation policy.

Note to others in the future....ALWAYS go through a LOCAL Exede Dealer.  We are here in the front line for you...but YOU have to call us!

david@lakecountrysat.com

David R Varner is an Elite Dealer for Exede High Speed Satellite Internet and is a member of the Dealer Advisory Council to ViaSat.  www.lakecountrysat.com Lake Country Satellite a family owned company!
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ExedeCrystal

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Christina Reno,

I apologize about the issues you've had with your internet service and the service rep and that you decided to seek other internet options. Upon disconnecting, the early termination fee is $15 per each month remaining in the contract that is charged in one lump sum not monthly.Also, you have 20 days to return the equipment before you are charged a fee. If you have returned the equipment, you will receive a refund for the amount you were charged for the equipment. Please send an email to exedelistens@viasat.com with your account information and I will review your billing information and submit a refund request if that has not been done already. Thank you.
Exede Crystal

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