Incredibly poor Customer Service and Lack of Response

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  • Updated 5 years ago
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Archived and Closed

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Excede claims they put their customers first - what a crock! We have been a loyal customer for years. But over the last couple of months our service has been down for extended periods of time. We may have a few moments when it is working but then it goes down for hours. We had a technician out 3 weeks ago to supposedly diagnose the problem. It was working fine for 1/2 day, then went down for 2 days. The technician came back and ran new wire. It worked again for a few hours, then went down for several. After the last visit, the tech mentioned that if this didn't solve the problem, he would come back with a new modem and a new module for the dish. An appointment was set. He didn't show up and didn't call. We tried several times to reach him with no luck. We have now spent the last day trying to reschedule someone to come out with this new equipment. All we get is the "run around." If I were to write the complete story, it would be a novel.
Teresa 06/03/2014
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Teresa Grove

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  • Extremely Frustrated with lack of customer service

Posted 6 years ago

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Bev, Champion

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The installers that come out to your home are from independent companies, not ViaSat. I would contact ViaSat and tell them the comapny and installer that is giving you problems and, ask them to schedule a different company to come check and repair your connection.

I've had one bad installer come here - he didn't come back. The other two that have been here have been great.
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dick grove

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We have called ViaSat repeatedly and receive the same treatment. Always apologetic while saying they will schedule new appointment at their convenience not ours ...and always wishing to start the entire diagnostic process over .
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Bev, Champion

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Yes, a new installer will need to start from the beginning. He/she cannot trust the unreliable installer did anything, including the install itself correctly so, that is for the best.

As for the time of the appointment, depending on your area, the installer may have a very full schedule and, can only get to you on a certain day, at a certain time because he has other customers. Most install and service more than just ViaSat internet services.
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ExedeKarmin

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Teresa,

I'm sorry you're having trouble with your internet service.  Have you been scheduled for a service call?  If not, please send me an email to exedelistens@viasat.com with your telephone number and the best time to call.  Thanks. 
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Jim Christie

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There are so many things wrong with Exede and WildBlue.  As with all satellite internet services, latency is a major issue.   Expense is another.  Whereas we had little choice because of our rural location, the availability 4G LTE MyFi boxes is defintely something we will try and if decent (and all it needs to be is close), we will drop Exede like a bad habit.  Try calling customer support.  I just got someone named  Sard or similar with an ID of SLV1685.  He is incompetent, rude and seems to dislike customers.  Why can't we change contact phone number on line?  Why can't we see daily internet usage (people inside have that information) so we can figure when or what causes our exceptional data usage?  This deal of sending 70% and then "oops, you've been throttled" (paraphrase I know) is amateur hour.  When we're paying $150-160 a month for a service, you would expect service.  The terrible, no integrated website(s) and automated phone systems are terrible and haven't changed in the 16 months we've been on this so called service.  We'll be testing the MyFi box this weekend and if successful adios and good riddance to Exede.
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dick grove

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I respectfully disagree.  Rudeness is not really the only problem with Exede.  The larger problem is the almost complete lack of service.  We are very long time customers...first of Wildblue and now of Exede. For three months and countless phone calls and at least three service calls, and an exchange of equipment, our service continues to be interrupted by usage errors, i.e., messages and slowed service after a week of normal to low usage.  We have upped our monthly quota, we've added extra gigs and nothing seems to work. We get the usual blather about secure passwords, unaware uploads to the cloud, etc. None of which apply to our situation. Richard Grove
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Lake Country Satellite

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So it does sound like Exede is trying to fix your problem if you have had 3 service calls.  Please send me the phone number or account number associated with your account and I will take a look at it with a fresh set of eyes to see if I can see anything that jumps out at me.

david@lakecountrysat.com

As an Elite Dealer we have the real world experience of installing and servicing the equipment so please allow me to try and help you.
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dick grove

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816-210-6035
Account # 106926387

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Lake Country Satellite

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Please send me an email so I can communicate privately with you about your account.  Also, I would recommend that you remove your phone number and acct info from the blog above, that is why I provided my email so you could send privately.
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Exede Kimberly

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dick grove,
If you still need help with your above issues, I am happy to help you out. Just send an email to exedelistens@viasat.com and we can chat. Look forward to hearing from you. Exede Kimberly
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ExedeCrystal

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"There are so many things wrong with Exede and WildBlue...."

Jim Christie,
I'm sorry to hear about the issues you've had with customer service and your internet. We do have a website where customers can update their contact information online. I can assist you with that if you need help.Please send an email to exedelistens@viasat.com with your account information and I will be happy to address any concerns you may have about our service. Thanks. 
ExedeCrystal

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