I am a previous Customer and they just charged me $150 for not returning equipment when I returned it all

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I am a previous Customer and they just charged me $150 for not returning equipment when I returned everything that I was supposed to return. The return box was pretty self explanatory. Now I am fighting them to return my money. This has been a horrible experience and just a warning to anyone else out there who just canceled their service. Sad thing is we were happy with the company and moved to area where we did not need. I have emailed the support and viasatlistens email and all they wrote back is that we did not recieve the modem back. How do I prove to them I did? should I have taken a picture. Seems like there employees screwed up when checking the equipment back. Now I will be out the money for their mistake, great customer service 
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Dfarrell

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Posted 7 months ago

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Voyager

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How did you ship it back? Pretty much every shipper in the US gives you a tracking number. Even the USPS. Are you outside the US?
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Dfarrell

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they received the package via Fedex (confirmed by phone rep), but they are saying modem was missing, but they got the other items. The return box has spaces for all the pieces and every item was put in the space it goes. I have no way to prove to them that they did not receive, which is very frustrating. 

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Matt B, Viasat Employee

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Dfarrell,

We have your email, expect a response shortly!
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Bob Lexus

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Everyone, ALWAYS take a picture of the contents of the return box with all the equipment in it before sealing it up.

Next, take a picture of the shipping label or write down the Tracking number.

CYA...
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ExSatUser

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Although, IDK what the big deal about returning worthless equipment is.

I was a NRTC customer that had Viasat. I still have the junk here. Maybe I should just sell the modem to this poor guy to save him money :).
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Will Seemore

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I had a tria that the tech called obsolete and Viasat wanted it back. It is just a way to suck extra money out of people that don't return it. Around me Hughesnet does require returning old equipment. Plenty of dishes fully intact on locations that now have cable.
(Edited)
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Will Seemore

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Yikes, I meant to say Hughesnet does not make people return old equipment in my area.
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Bob Lexus

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Depends on which generation of Hughes equipment.
Newer gen stuff they do require to be returned

Just because the tech said the Viasat TRIA was obsolete does not mean it is so, just his understanding - he is not an employee of Viasat
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Markgc, Champion

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This seems to happen so often.  Viasat really needs to tighten up the procedures in their warehouse. 

Good idea to take a picture but it doesn't prove that the item was in the box when it was finally sealed.  I don't know what the answer is but I have seen this complaint so many times over the years.
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ExSatUser

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Exactly right. Could take a picture of it in the box and then pull it out.

Incidently, over 20 of them on Ebay right now. Now, they ate worthless, but people still try to sell them.
(Edited)
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Will Seemore

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If they are worthless why does Viasat want them back? Other than a way to squeeze more money out of customers that they failed.
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joan arquette

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Wish I don't have as my intertnet
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ExSatUser

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I am going to assume Viasat has some sort of recycling program but they have to lose money on it, unless people don't return equipment :).
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SonyaA

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when I cancel I am using signature required will film all products going in box and getting taped shut right at shipping area and handed over to the shipping clerk. Then if they charge me I have proof they did so just to take my money. 
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skipbo2015

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They use UPS not Fedex.   Did you send in the Tria?  That's usually what people miss and they will charge for that.
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