Archived and Closed
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This is the worst company I have ever dealt with in trying to resolve an issue. Knowing what I know now, I would never have signed up with Exede and would strongly suggest anyone considering using this service to rethink before they commit to a 2 year contract.
My system was installed last year. At that time, I asked if I could install the mounting pole because I am a little OCD when it comes to the appearance of things around my house. I was told that the installer must do the pole installation for liability reasons so I allowed them to do it. When the installer finished, I noticed that about an inch of concrete was left above the surface of the lawn. Although I didn't like the appearance, the mounting pipe appeared to be plumb and the reception was good so I didn't complain.
Fast-forward to the present. The link below is a video that shows the problem.
The mounting pole visibly leans away from the house and the pole moves with just a small push from my hand. Needless to say, the wind makes continuous reception impossible. In order to get continuous reception, I have to secure the pole to the ground with a string and a stake. Not the most professional-looking installation.
Now if I had installed this pole, I would fix the pole installation and pay for the service call to have the technician realign the dish. However, since Exede forced me to use their installer...for liability reasons...it would seem that Exede is liable to pay for the service call to fix the installation...right?
Wrong! I have spoken to three different people in the support dept. who all read from the same script which is..."You are responsible for paying the $95 service call to fix the original pole installation". This makes no sense.
I wrote an email to email@example.com and received an auto-reply stating that my inquiry had been received and they'd get right on it and let me know within 24 hours how they could help with my issue." Exactly 23 hours and 48 minutes later, I received an email with the subject line stating the case was closed. The body of the email contained tips on how to restarting my modem and router should fix the problem. No phone call...nothing but the case was closed.
I wrote an email to firstname.lastname@example.org and received a response from "Exede Diana". Her response was "Please contact me so we can work together on a date and this issue resolved. You can reach me at 702-493-6418." I have called this number over 10 times in the past week and the message I get each time is "The person you are trying to reach is not accepting calls at this time. please try your call later".
This company epitomizes poor customer service and you are asking for a headache if you choose them.