install rescheduled for the 4th time

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  • Problem
  • Updated 8 months ago
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I originally ordered Exede about 2 weeks ago and had my install scheduled for 2-5PM on Nov 9th.  The day before the install I get a phone call from the installer himself asking if he can come before the scheduled time at noon.  I had things to do but figured I could get them done afterward if he was coming early so I told him that was fine.  Fast forward to 6pm on the 9th and I finally receive a phone call to inform me that they wont be able to make it that day and I need to reschedule.

I call and reschedule the install for today, Nov 14th and make the arrangements to miss work so I can be home.  I then receive a phone call on the 11th telling me that they will be unable to install on the scheduled date and that I need to call and reschedule.

I call again and reschedule and make arrangements to be home again on the 15th of November between 8-11am.  Now, once again I receive a phone call telling me that they cant do the install and I need to reschedule for the 4th time.  Keep in mind, I don't have the kind of job that I can just take off whenever I want and now you are asking me to take a 4th day off for an install that probably wont even happen?  Can anyone tell me if the internet service itself is worth this aggravation or is this representative of what I can expect over the next 24 months?
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Rick Carroll

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  • frustrated

Posted 8 months ago

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Bradley

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I’d call Exede or look on the website to see if other dealer/installers were in the area. Really you have an installer issue rather than an Exede issue. I have a short fuse myself. Cancel once and I’ll go with someone else. I think there are three installers in my area.
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gm92066

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NO! it is not worth it! And yes you can plan on plenty of aggravation. Unless this is your only option for internet service do not sign a 2 year agreement with this company, you will not be happy.
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Diana, Viasat Employee

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Hello Rick, We would like to offer ourdeepest apologies for the trouble you had to experience with  ViaSat.  This is not how we want you to start our relationship. We are committed to provide outstanding customer service to all of our customers. Please send an email to exedelistens@viasat.com. We'd love to make this happen for you.  
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Rick Carroll

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I finally got an installer out today.  The installer shows up looks at the area where the dish is supposed to be installed and tells me he cant do the job because my meter is on the other side of the house.  Funny story...  I am a former Wildblue customer, as well as Hughes Net, and Dish Network and none of them had any issues installing so I know that this is compete BS.  I called exede to cancel the service and they talked me into trying one more time.  New appointment scheduled for tomorrow morning with the promise that I would get a different installer.  Last chance exede...
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Rick Carroll

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and by the way, when I called exede, why was I told that I couldnt speak to a supervisor?  That reeks of terrible customer service right there...  The more I think about it, the more I am second guessing my decision to give you guys one more chance
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gm92066

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Fate  or Karma is trying to do you a favor, you should take this opportunity to cancel and consider yourself very lucky!  While you wait read the contract here:(https://www.exede.com/documents/master/customer-agreement.pdf)that the installer will have you sign, probably on his phone after the installation. Then it's emailed to you so you can read it  after they have hooked you for 2 years. You will note that everything is written to make sure they get their money, they don"t really care if you get the service that was promised/advertised. Then when/if the installer shows up you can tell him you have read the contract and your not interested.
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Rick Carroll

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well, gm92066, it looks like you are right, someone or something is trying to keep me away from this company.  Just received another call from the installer telling me they couldn't perofrm the install tomorrow so I called Exede and cancelled altogether.  I ended up looking into a local WISP provider that I ignored a few years back because of brutally low speeds (600 kbps if I recall correctly) and find that they are now offering 500GB at 50MBPS for half the price of Exede, and only a 1 year contract so if cable comes available in the near future, I won't have as long to wait.  Guess this issue was a blessing in disguise.  Goodbye Exede, you will never see a dollar of my money.
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gm92066

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Good for you, sounds awesome. I am just doing my time until it's economically feasible for me to cancel, then I'll be another EX Exede customer.
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