I Hope for Lemonaide

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  • Updated 6 months ago
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Can We Make Lemonade Out of Lemons?

I would assume a potential Viasat customer would Google “Viasat Reviews” before making a decision whether to sign up with Viasat. If he or she did this, the following links would show up on page 1:

https://forums.att.com/t5/DIRECTV-Account/Deceptive-practices-of-Direct-TV-and-Viasat-Excede/td-p/5387020

https://www.highya.com/exede-internet-reviews

https://viasat.pissedconsumer.com/review.html

The reviews are timely in that most of the comments are from people who expressed themselves during 2018.

These reviews might make people think twice about signing up with Viasat. That could be good news for those of us who are going to stick around with Viasat. So long as the numbers of new residential accounts are less than the numbers of existing account attrition, we should benefit. Attrition will occur because new technology becomes available to some existing customers, existing customers move, existing customers die, existing customers are willing to see if Hughes.net is any better, etc.

The real question is whether Viasat is committed to it residential base. Will Viasat reduce bandwidth assigned to the residential base if the number of residential customers dwindles? Commercial accounts are apparently more profitable so shifting bandwidth from residential accounts to commercial accounts makes business sense. If a fat cat government or business approaches Viasat for satellite space and Viasat is cramped, the bottom feeders will be the first to suffer.

However, if Viasat maintains a fixed amount of bandwidth to its residential customers and if unhappy existing customer leave, thing should get better for those remaining.

 

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Mohammad Hussein al-Baghdadi

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Posted 6 months ago

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Brad, Viasat Employee

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Hi Mohammad,

Unfortunately folks are more inclined to review businesses they are dissatisfied with rather than somewhere they are happy with.

 Personally the only time I go out of my way to send a kudos is if something was exceptional. I often won't do a review if something went the way expected but like if I had a REALLY awesome tour guide or flight attendant I would write a glowing review to get them kudos but if I had a unpleasant experience I'd certainly make a review more likely than I would if I just got point A to B as expected. I think that can be said about your average consumer

The links you posted to are consumer complaint boards (pissed consumer is a site someone that wants to say they like the service isn't going to) so it's easy to get a impression that everything is awful. The fact is that we have over 500,000 subscribers and to see this sort of review on a web search is going to mirror nearly every ISP (save maybe Fiber coming into a city offering 1GBPS speeds...which usually gets limited to like 2 buildings). Take Comcast/Xfinity for example. They offer internet that I think most on this forum would LOVE but they are one of the most complained about companies out there.

I think the best way to get a feel for the service is to contact us and to know what the limitations of satellite internet are which we're fully transparent about: https://www.exede.com/what-to-expect/ I think a lot of dissatisfaction comes from largely not being aware of the technology and expecting a DSL or Cable experience. Granted we have some issues that crop up and that's why myself and my fellow coworkers are here to help.
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Ronald Stricklin

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Yep, no ban yelp revie... oh wait.
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Jim16

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That was a perfect and accurate response Brad.
This forum ( and others) will always magnify everything said about Viasat ( and others). Good and bad. A person needs to use their common sense when reading them.
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Mohammad Hussein al-Baghdadi

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Brad,

Your response is accurate. But that was not my point.

My point was that a prospect is going to see those web sites when he does a google search.

Like it or not, it is a fact. Google's secret formulas determine page rankings.

A new prospect is probably not going to query "favorable reviews only for Viasat".

So, the fact is that new Viasat sales will be impacted by what Google puts on its first page.

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Ivan Bludnik

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Jim16
What perks or other compensation do you get from Viasat?
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Brad, Viasat Employee

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Sorry to clarify I'm meaning we're not paying them or giving them discounted service or anything like that. Sometimes like our marketing squad may send a thumbdrive or something and a few have been invited to tour our facility last summer (we've been open about this) but they continue to pay their service bills and let us know when it's not to par. 

With that said ANYBODY could become a champion on here. If I'm not mistaken one is very clear about not even being a Viasat customer.

We're pretty open so if you have questions or concerns feel free to email us at viasatlistens@viasat.com that will go directly to my team in the corporate office.
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Bev, Champion

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You're right, that one, I beleive, is a HughesNet customer.

It isn't about us posting positive things about Viasat, or even siding with them over a problem. If it were, I wouldn't be a champion. Yes, I have a lot of good to say, I like my service but, there are problems and, some things need to be addressed and corrected.

Viasat knows those things and, I know they are trying to work on most of them, some things just take more time that any of us want to wait for.
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GabeU, Champion

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My ears were ringing!  LOL.  Yep, I'm the HughesNet customer in question.  

I'm here due to satellite internet being satellite internet under the hood, regardless of the company.  A couple of years go someone was kind enough to help me with an issue, and I started helping as a way to pay it forward, learning more as I go.  And though I'm primarily on the HughesNet boards, there are issues and solutions that are the same with both services.  

And it's not that I would't get ViaSat, it's just that when I needed satellite internet back in 2004 Direcway (HughesNet) was the one I saw advertised, so that's who I called.  Had I seen a WildBlue ad I might very well be a ViaSat customer today.  
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GabeU, Champion

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My ears were ringing!  LOL.  Yep, I'm the HughesNet customer in question.  

I'm here due to satellite internet being satellite internet under the hood, regardless of the company.  A couple of years go someone was kind enough to help me with an issue, and I started helping as a way to pay it forward, learning more as I go.  And though I'm primarily on the HughesNet boards, there are issues and solutions that are the same with both services.  

And it's not that I would't get ViaSat, it's just that when I needed satellite internet back in 2004 Direcway (HughesNet) was the one I saw advertised, so that's who I called.  Had I seen a WildBlue ad I might very well be a ViaSat customer today.  
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GabeU, Champion

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Wow.  GetSat REALLY liked what I had to say.  LAMO!!!