Initiate a Conversation

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged

I am not a Viasat consumer, just a rural person trying to find out my options and want to share my experience with Viasat today on 7/24/2018 - which was horrible. So I visit their Website and enter a zip code. It stated there was coverage. I called to speak with a live person to initiate a discussion. You are prompted to enter a zip code. It stated there was no coverage and ended the call. No way to move forward - it was ended. So I tried their CHAT, again first thing is to provide a darn zip. Oh hey they said there is coverage. Hmm, which is it? One system said no and two (online and CHAT) other said yes. My first concern and question is that if the phone system -free to call in - fails to acknowledge I am covered thus forcing a paying consumer to use data online for communications - that is a red-flag. I have to use data that I pay for just to get through to them! PROBLEM and a SCAM. Please be aware. Again, not a customer, was seeking them out and this turned me away immediately if the only means to talk to support is through paying by using data. Again, I could not get past phone prompts via Zip - forcing to go online - data usage people. SCAM

Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 1
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
I wonder if the only way to communicate is via a CHAT, if they monitor the data download / upload that gets consumed and credit it back to the paying customer. I am in IT and working on that test now just to go back through this process and hope to provide the amount of data transferred back and forth just to access their Website and use Chat for X duration. Look for that update and anyone can make their own decision on the tactics of this company to reach them for a new plan, questions, problems, etc. 
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
Funny thing, I just tried to step back through this process. Entering my ZIP code does nothing at all except display Contact Us. Hmm, I wonder if they monitor this? No more CHAT option, nothing - just Contact Us. ha ha Will continue to try a few things to reset and make them think I am anew so I can provide what I stated - data usage to call in for help when the free options fail.
Photo of Matt B

Matt B, Viasat Employee

  • 991 Posts
  • 490 Reply Likes
Yeti,

That's an interesting bug.  I'll pass your experience on to the team that monitors the website, hopefully they'll find the bug and squash it quickly!

When you call into us, are you calling 844-605-2426?
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
No sir, it was 844 244 3321
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
FYI - nice that someone is listening. I am not trying to be abhorrent or derogatory as I am not a consumer. Just trying to be one and disappointed 100% and sharing my experience.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 760 Reply Likes
Yeti, the ideal thing to do is find a local retailer. He'll know what is available and will let you know if there might be a congestion issue BEFORE you are installed. 

Andy
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
There in lies a puzzle since there is no place nearby and I only have the Web - to determine what is even available. The work would be sub'd out since there is nothing local. Again, I am just commenting on my experience today to obtain what may/ may not be available. It is more about the unreliable forum to even begin the conversation as to what is / is not available to me with Viasat. That's all. If there were a local office, I would be present  - but this is rural FL and no office. So the only means to converse is Phone (fails) web (partial fail)  - partial since CHAT chimed in but failed.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 760 Reply Likes
What part of FL? I'm in the panhandle which is about as rural as you can get. 

Andy
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
You can find more rural than the Panhandle if you venture off a bit. Take the FL bend from 19/98 heading north from Old Town to I don't know where and you will drive for 30++ minutes and see nothing but trees and a random house or Gas station that may or may not know if it is actually open by looks. How about Highway 27 from I-75 near Ocala to nowhere - you will drive for over an hour and see nothing more than land and farms. 
Photo of mferner

mferner

  • 302 Posts
  • 66 Reply Likes
Im In Old Town and Have Viasat2! If your in North Central FLorida You can get Viasat2 for sure!
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
I have been in IT for 20 years and played many roles, even worked a CHAT line for a fortune 500 company - I know the game and rules. Its all about the company and its role and perception and concern with consumer experience. So far, Viasat cares zero about me as a potential consumer - given my experience today. Only me and only my experience with which I opt to share. Thus I choose to chime in. I may be an outlier, sure. That's fine. Again - just my experience and nothing more.
Photo of Old Labs (VS1-329-L12FZ)

Old Labs (VS1-329-L12FZ)

  • 4281 Posts
  • 4367 Reply Likes
Go to https://www.exede.com/locate-a-dealer

Enter your Zip Code and the retailers servicing your area should be displayed along with their contact info. Call them directly or you can email them from that results page - if you're lucky you might even be within Andy's service area. You'll probably do better going directly with a reputable "local" (local is a relative term - mine is infact some 80 miles away) dealer rather than online or through the national fulfillment channel.

Go down the list of results until you find a dealer who is willing to explain everything and will answer your questions - avoid those who won't or brush you off by showing no interest.    
(Edited)
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Or I might add, try to bundle things to save $10/month.

I called my local dealer once about plan availability. They just wanted to find out if I had Directv and how they could save me money. I said no. A few minutes later they call me back and try to say I could save even more with Exede Voice. That was a double no!
Photo of GabeU

GabeU, Champion

  • 2094 Posts
  • 1266 Reply Likes
PROBLEM and a SCAM.
So who's the beneficiary of this "SCAM"?  Scams have a beneficiary.  You having a difficult time determining if you can get service from ViaSat certainly precludes them, so who? 
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
Not sure this will be a happy marriage.
Photo of GabeU

GabeU, Champion

  • 2094 Posts
  • 1266 Reply Likes
"Scam" is a trigger word for me on forums.  When it applies is one thing, but people seem to throw it out there for every single little issue, no matter the cause or relevance.  
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
SCAM and precluding, yes that is obvious definition and I am sure I misrepresented that specific term. But I was very clear, so I thought in my experience in that there are at least 3 different ways to attempt communication with said (this) company and most fail while one worked. That to me is deceitful and for a company they should correct it. Let me paint it another way for you and other to understand my use of this term. To their benefit they could be losing customers that are not as tenacious and thorough as I am. Again, Scam is a form of deceit. And again my use of the term if I cannot speak to a live person, and my ONLY way of communication is via a CHAT session telling something that all other forms say otherwise - deceitful - because I am a pessimist. So what if I were so naive enough to move forward and initiate a unbreakable 24 month contract with this company based solely on a CHAT session - which I have mentioned was the ONLY form that stated they could provide for me. The what if things go awry? I have very little go to on don't I with nothing more than a CHAT session. Hmm, can I say Scam?      
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
Think a little bit outside the obvious box before making assumptions. 
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
So to answer you So who's the beneficiary of this "SCAM"?  - this company if they blindly sign up a person though nothing more than a CHAT session and they pay and delivery is NUlL and Void. Who do you g after? A CHAT ID? Please. Remember my experience in that a phone call providing a zip failed, web site entering a zip failed - only a CHAT session telling me you are good let me
 sign you up. let us not forget the $400 cancellation fee PLUS %15 per month left on the term. Which for 24 months is another $360. So if I signed up through a CHAT, which was the only method that approved my location for service. If they actually did anything - I am looking at just shy of $800 in fees. Now do you see or understand the potential for my use of the term --> SCAM?
(Edited)
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
For the more common and don't wish to read all this back and forth rhetoric and banter - this company can sign you up online for service that may not be available. Once you sign, you are stuck in a 24 month agreement with up to $800 in payback. Read their details. SCAM!
(Edited)
Photo of GabeU

GabeU, Champion

  • 2094 Posts
  • 1266 Reply Likes
Oh, come on.  You aren't stuck in 24 month contract if you can't get the service.  What a ridiculous thing to even say, let alone think.  

Are you so new to the world that you don't understand how it works?  SMH.  

And, again, there's no scam here.  Please learn what a scam is before blindly throwing that word around.  

The word troll is starting to come to mind.  
(Edited)
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
This Yeti is a real piece of work.  I'm sure he will just love satellite internet and come back here and tell us all about it. ( Oy Vey! )
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
This Yeti is a real piece of work.  I'm sure he will just love satellite internet and come back here and tell us all about it. ( Oy Vey! )
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5133 Posts
  • 3175 Reply Likes
Is it the weekend already?
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
last weekend was a little slow....
Photo of Ann Perkins

Ann Perkins

  • 0 Posts
  • 0 Reply Likes
I need to chat with a rep
Photo of yeti doughboy

yeti doughboy

  • 13 Posts
  • 0 Reply Likes
CHAT rep was easier to obtain than any other method - for me.

This conversation is no longer open for comments or replies.