Question about forum support

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  • Updated 3 years ago
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Does Exede even have a customer service dept.?
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Exede Prospect

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Posted 3 years ago

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Steve Frederick, Champion

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If you are having problems, send an email to exedelistens@viasat.com. Include a description of your problem or questions and your account number or phone  number. The Exede girls will get back with you in short order. 
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Exede Prospect

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I take that as a no!
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Exede Kimberly

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That is a yes. We have multiple customer service departments which includes email support. If you'd like to take the phone route, our Customer Care line is 866-945-3258. If you have additional questions, please feel free to ask.
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Old Labs

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No, they have a customer service department providing phone support. For support however, you'll find much more satisfaction here or going the email route that Steve suggests.

Some pre-sales questions can also be answered here or the email route. Or my recommendation is contacting an independent reputable dealer making that determination is difficult, but a quality install is key to success with Exede for all the reasons listed there. Local dealers can be found at:

http://www.exede.com/internet-packages-pricing/find-a-local-dealer

Those showing as Elite are generally safe bets. Without a good install, you may end up like PB over here:

https://community.exede.com/exede/topics/several-problems-with-equipment-installation

but you'll find some insightful questions that can be asked of a dealer there.

Like anything there are good installera and bad installers - more good than a few bad installers. You want a good one who's there after the sale. You'll even find some very good installers who occasionally hang out here.

P.S. And read the contract before hand and before signing:

http://www.exede.com/legal  
(Edited)
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Richard

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old labs whats the criteria to be listed as elite?
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Old Labs

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As I understand it, it requires a proven track record of successful installs and subsequent service.

There are one or two who frequent this forum and can probably offer more insight on the actual criteria.
(Edited)
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Exede Prospect

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Will Exede ever be near perfect?
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Starring Matter

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the vast majority of complaints are from a) people who don't understand data, or how the internet delivers data based on your speed and/or type of connection b) people who had unrealistic expectations either due to an unethical sales person and/or their own lack of research and c) people who get crappy installs.

If you have realistic expectations, get a good install, and truly NEED  satellite internet (meaning, you don't have another option) exede is by far the best option in satellite.  
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david, Champion

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Definitely this. Exede has it's problems, but the vast majority of the problems on here are due to one of the above. Exede is great for what it is and I've been happy with it, but it's my only choice. I can't even get dialup.

Educate yourself about what you are getting and know what you're signing a two year contract for. If you have any other source of unlimited internet that mostly works right, satellite internet is not for you. I amazes me the number of posts I read where someone signs a two year contract with no research and just a salesman's word that it will be right for them. Some have even canceled their unlimited cable and signed up for sat internet.

If you don't get a good install, you are not going to be happy, and there are installers that cut corners, sometimes a lot of corners. Exede's install manual is online. Download it and read it, so you will know what you should get as opposed to what the installer is giving you.

Link to install guide:
wildbluetools.com/content/FS/20/23/001_ViaSatServiceManual.pdf

In my case the installer reused eight year old coax, used non weather proof connectors out at the dish and non code grounding.
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Old Labs

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Will Exede ever be near perfect?
No, but then again nothing ever will be except possibly for rum cake in my opinion.

Everyone agrees that there are problems; those of us satisfied also recognize many of these problems are simply administrative in nature (data usage meter, phone support, LNFZ or EBFZ indicator, or even some simply requiring education) and have overcome those issues on our own.

If new to satellite internet, it's best to educate one's self on its inherent limitations when compared to other alternatives,  especially if selecting a limited data plan.

Most come here to complain or find a solution and at last check there are some 1990 members here. That's a small statistical sample of over 650000 Exede subscribers that's skewed heavily towards those who are dissatisfied or having a problem. Few come here to unabashedly sing the praises of Exede as perfect, but you'll find those who do offer some praise present  a more reasoned, rational basis than those who are simply frustrated or venting - that's human nature.       

If other options are available, they should be investigated. If wire-line access is available to you, then those are generally better options (although there are some exceptions to that rule infrequently cited).

Those complaining solely because they are suffering buyers remorse... chose poorly.

Those having problems and start off venting, ranting and raving might find a calmer approach would yield more willingness to help find a solution.

Is it insane to not have proper phone support? You betcha and it appears to be hit or miss - but I suspect I know the reason for that also (and won't publicly speculate); and yes there are times I come here just for the entertainment value alone since it's often amusing... so we've got that going for us.
(Edited)
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Richard

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steve did you get training from exede are your just a self proclaimed guru with a high post count
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Steve Frederick, Champion

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Richard, you are entitled to your opinion. This forum is here for people to discuss their problems, get help if they want it, and for others who have been through the satellite internet experience to try to offer help.

I have years of training, but none from Exede, ViaSat, or Wildblue, except they have trained me to pay my monthly bill.

Do enjoy your Exede experience, as many of us do.
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Exede Prospect

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