installer beyond 50 miles

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when i apply online, i qualify for the freedom plan, so i'm interested -- and i would also get the easy-care plan for maintenance -- but i notice that the nearest installer is 85 miles away, and that the customer agreement states that a "standard" install, which is covered, is one in which the customer is less than 50 miles from the installer -- so i'm wondering if this means extra charges -- also, whether the easy-care plan is going to work, given the distance -- has anyone dealt with being this far from the installer?
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roky

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Posted 1 year ago

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Brad, Viasat Employee

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Hello Roky

In some areas the installers are pretty far out and cover a 100 mile radius or so (probably further in Alaska). I can double check tomorrow during business hours but I think you should be OK. You can always verify when calling in too. 
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roky

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brad -- thanks, and i will look forward to your answer -- i did come upon a viasat document online, "Installation And Service Call Standards", from 2014, directed at installers :

" 2.1.2 Technician Provided Materials and Standard Trip Mileage:
Travel less than 100 miles roundtrip from Technician’s office to customer’s
location and back. Refer to the GSA web site at www.gsa.gov and select POV
Mileage Rates for allowable charges when traveling over the 100 mile round
trip mileage."

this seems to be saying that beyond 50miles distance, the customer is responsible for paying the installer the additional charges -- and in this document, this is repeated in the section on service calls, so it sounds like even with easycare, i would have additional charges for service calls -- even exede, in the customer agreement that i will have to sign, states: "Standard Equipment installations performed by ViaSat-authorized installers include: ... (ii) travel to and from your Service location within 50 miles of the installer’s office"

there is literally no one between this former mining community of 3000 and the installer 85 miles away -- i just fear that if anything goes wrong with my service, i won't be getting any help for a while
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Jim, Champion

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Have you tried working with an independent dealer rather than with VisSat/Exede? As a dealer I can afford to travel a little further since I am also getting commission. If I am working for another dealer or for ViaSat I will normally charge mileage after 50 miles. The distance I am willing to travel depends on how hungry I am at the time. I am not a big fan of extended warranties or service plans such as Easy Care. Less than 10 % of my customers have ever had a service call. 
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roky

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not sure if that would work out very well, jim -- i've contacted 3 of the nearest dealers, 85 and 130 miles, so far havn't heard back from them, but i did notice the one running a "special" on the freedom plan for $109, the same one i can get from exede directly for 69(49 for 3 months), so i get the impression that i'd be paying a higher price at a dealer

and of course, all dealers are not the same, just like all mechanics(one of my things) -- you probably do excellent work, requiring rare returns for adjustments, another guy may do not so good, and troubles start showing up -- sounds like i'd be fine with you, but i'm sure you're not here in southern arizona

also, not happy that i had to really dig for the truth of this situation, feel like this kind of info should be more accessible in the promos for easycare -- one of the things that attracted me to exede, over hughesnet, is the relative transparency, but on this issue, not so -- the local, crappy dsl is beginning to sound more attactive
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Jim, Champion

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Something's not right about the $109. The rates will be the same regardless of who you buy from. I've gone more than 130 miles to install one of my sales. But I am hesitant to do so for fear that I could have to return for a warranty service call. Installers and dealers don't get paid for service calls the first 90 days nor does the customer have to pay. I gotta be sure and get those right the first time. Exede's contractors run the spectrum from seasoned professionals to lazy incompetents. At least if you buy from a local dealer you can usually check out his references before obligating yourself.
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Brad, Viasat Employee

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You should be OK if you're going directly from us. 
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roky

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brad -- this doesn't seem to be working out for me, but thanks for your help -- none of the 3 closest installers have even replied to my inquiries -- perhaps in the future if the exede dealer network expands til it is closer than 85 miles away, but for now i'll have to pass

thanks again for your help
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roky

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well, maybe it will work out -- after getting no response from 3 installers, i contacted a 4th, AZ Direct Satellite, out of phoenix, and the owner said they would be willing to come out here, even though its 120 miles away -- but i'm waiting to see if there will be mileage charges
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Christine Conrad, Champion

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roky, have you sent an email to Exede Brad to see what you can get through Exede directly? He can be reached at exedelistens@viasat.com 
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roky

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if you look above, you'll see that brad is already involved, and i assume he is following this conversation -- thanks
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Christine Conrad, Champion

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roky, if you ave not emailed brad then he cannot help you, because he has no way of knowing who you are or how to reach you. This forum is not in any way connected to the Exede accounts, it is operated by a third party
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DSI-Daniel (Authorized Dealer)

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This is why I cannot wait until my business has a strong enough foundation to expand. In some areas there are too many dealers and/or techs, but not enough in others. I am not necessarily about the bottomline, however I still need enough to put food on the table, pay the bills, buy supplies, and pay employees.

Edison did not fail thousands of way to make a lightbulb, rather he found thousands of ways how to not make a lightbulb.

Roky, I hope you get the Exede service you are looking for and are not charged a very high mileage rate.
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roky

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thanks, daniel
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Brad, Viasat Employee

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Unfortunately there's just those parts of the country that the closest dealer is a considerable distance away. If there's not a direct Exede technician nearby your best bet is to wait for a response from them or calling our sales team at the number on our webpage. Sorry they aren't more responsive.
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Robert Spano

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Exede cannot deliver anything near what they promise.  Don't waste your money.  I'm paying $110/mo and slow speed.  Currently 0.90mbps.  Customer service say congestion.  That translates to unable to provide the service they promised to their customers.  They say more people are online in the evening.  What a blockbuster revelation! 
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roky

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are you in southern arizona? -- i don't think we have that congestion here
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Steve Frederick, Champion

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I am on beam 314 in south central New York state, on the 10 GB Liberty Plan. I get between 18 to 20 Mbps during the daytime, around12 to 13 Mbps in the evening hours while on priority data, on the pass I get daytime speeds close to 5 Mbps and evening normally around 1.5 Mbps. During the Christmas vacation time, a few evenings on the pass were down to 600 Kbps.

Robert, you may well be in one of the congested beams. Virginia is a know congested beam, there are possibly others.
(Edited)
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Andre Parram

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Are there any installers in the State of Tennessee?
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Matt B, Viasat Employee

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Andre,

Head to https://www.exede.com/locate-a-dealer/ and enter your zip!  A list of dealers that service your area will populate.
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Michael McDowell

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(Edited)