How do I talk to someone who actually listens and cares?

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  • Updated 8 months ago
I have placed numerous calls to Viasat support.  I've been hung up on, lied to and promised all manner of things, yet the same issue I've had (installation of new service) has remained unfilled and unanswered since January 31st.  After moving from supervisor to supervisor, I eventually reached the pinnacle of support for the site (he told me there was no one higher) and he guaranteed me he would call me back after contacting 'corporate.'  Not a word from him since then.  Yet another unfulfilled promise.

I'm still waiting to hear back from an email sent to 'viasatlistens', but based on what has transpired so far, I do not have high hopes.  I'm not sure what the corporate Social Care Team's definition of 'shortly' is, but it certainly differs from mine.

Are there any other avenues to take apart from contacting corporate executives directly?  It seems the only other option at this point is to just take it to social media.  No way I want anyone else to subject themselves to the buffoonery that I've experienced.

Any suggestions would be appreciated.
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Matt

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  • frustrated, disappointed, exasperated, rankled

Posted 8 months ago

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Voyager

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I never give up until I have tried to reach the CEO. You won’t hear from the CEO in all likelihood, but they often have staffers who will do a lot to prevent the CEO from hearing about your problem. I would do that before going to social media. Once you do that, they have nothing to lose by leaving you hanging. I would save that as a last resort.

Others have mentioned small claims court and that is worth a try as often the big companies simply will not show up so you get a judgement by default. I would save social media as a last resort as once you do that your options are limited and the company now sees you as just a troublemaker and has no reason to help you.
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Brad, Viasat Employee

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When did you send an email? With the policy change plans and weekends some emails take a little time to get to but we'll respond to you shortly.


Our team is a corporate team and just about as high up the ladder you can reach. We have a little more pull for resolution than calling in so we can get this to the right eyes if it's something we can't fix ourselves. 

As for the comment above, typically letters to the CEO or complaints with an agency just goes to another specialized team in the same office as us. We generally come to the same conclusion as we routinely collaborate. You're free to do what avenue you want to get a resolution but I would strongly encourage talking to us first. It'll take far less time and probably yield the same result.