Need help with Business service

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  • Updated 3 years ago
  • (Edited)
I am an Exede Business customer.  I'm about to not be unless somebody with some stroke calls me and sorts out my situation.  Here's a couple of ticket numbers so you can study up: 16938599 and ticket # 16933673 (1 hr and 12 minutes of my life yesterday and the service scheduling people still have not called me). There are at least 3 other previous tickets.  There will be a quiz.  Please enjoy this picture i have attached.  It is not really related to my issue but, I paid you to pay a guy to do this to me, and as a result it is not helping my attitude.  (study this and you'll notice the cable that was actually buried is not connected to anything, the cable that was left on top of the ground is zip tied to the connector.  Classy stuff)  
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Travis Bragg

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  • frowny faced

Posted 3 years ago

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Nancy Moonlight-Rotkowitz

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I'm just waiting for the class action lawsuit. Liars and thieves
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Diana, Viasat Employee

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Hi Travis,  Thank you for the information, I see you called in yesterday 5/5/15 and a service call is being placed.  If you would like to discuss further, please send me an email to exedelisten@viasat.com. I'm sure we will be able to correct this issue for you.  Thanks for your patience.  Exede Diana
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Knight Rider

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Yea that is quite interesting...there is a grounding block in line connector and the tech just used a simple inline connector and then zip tied it to that grounded block. Sorry to say Travis but who ever the dealer was that installed that set-up needs to go back to training.  I would call a different dealer and have them come out and correct that and hook it up properly.

That being said what were the other issues you were having?
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Jim, Champion

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If you purchased your Exede on-line or using a toll-free number your installation was most likely completed by a fulfillment contractor and NOT by a local dealer. The local dealers you find using the dealer locator are under no obligation to provide you with service and will probably charge you to come out. You obviously got a sub-standard installation and Exede needs to make it right. Also, the technician who completed your installation needs to be identified and exposed. Good luck.
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Travis Bragg

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Hi, Diana.  If you will read my post above, i said, " I'm about to not be unless somebody with some stroke calls me and sorts out my situation".  If you feel like your reply and request for further discussion via email has satisfied my request for a call, then you can consider this my notice that I am no longer a exede business customer.  If you would like to reconsider your method of communication then let's do that and make something happen.  

To Knight Rider, exede chose my "dealer", and when i requested that they send someone different to fix my issue, they sent the same "dealer" and he left me the special gift pictured in my original post. My issues are very simple: there's a problem with their equipment or their installation.  (2nd light will not stay solid on modem)  
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Knight Rider

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I understand the frustration but in order for the Exede team here to be able to contact you you first have to send them the email requested with your information.  Once you do that they can then call you and discuss whats going on and look at your modem status among other stats from there end while on the phone with you and see if they can get the issues resolved.  Now as far as the dealer yes usually Exede will send a dealer out for calls but you can also go to their website and at the bottom of the page click on the link to locate a dealer based off your zip code.  The local dealers deal with Exede directly yes but they will also deal with the customer directly if you reach out to them and schedule a time for one to come out.  All you have to do is call one and ask them when they can come out and take a loot at the mess that the other installer created and see if they will correct it and properly hook everything up.  If you have an elite dealer in your area I would start with them.  If not then start with the 2nd or 3rd dealer on the list, I say that because most likely the closest dealer to you is the one that was sent out in the first place.
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Travis Bragg

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Knight Rider, 

Here's the deal: i left ticket numbers which trace back to the business account.  My cellphone number is the contact number for the business.  They can call me anytime they want, but they're crippled by their own internal procedure for dealing with customer service.  The "dealer" exede sent out here did not identify themselves as being associated with any company so a search of the dealers in my zip code will only reveal a list of dealers one of whom will be the dealer i already called.  As such it is not worth the risk of choosing poorly.  Exede knows who they sent first, I do not.  I asked them to send someone different, as they were the keepers of that info.  They didnt.  Now before you respond telling me i could call each individual company and deduce which one previously left me in a lurch, you're right, I could, but I dont want to.  I want exede to clean up exede's mess.
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Travis Bragg

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Update:  Half the workday gone, and nobody has called me to schedule service.  When this was sold it was advertised as business customers receive service within 24 hrs. 

Diana, 

When you say a service call is being placed what does that mean?
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HMC1940

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Oh my Travis that is some mess you have. Looks like something a 10 year old might do. When had my dish installed Exede had outside contractor's they took old Wildblue dish and just put up Exede dish. So guess my first install was down by Wildblue contractor's. All cables down from dish were buried. The other cable that goes into house was run along a ledge we had and was attached every so often so they lay flat against house. Then they drilled little hole in wall of house to bring cable in and hook to modem.  Everything very neat. I hope you get someone to come and fix that mess.  Exede isn't that bad if everything is done right. In fact pretty good. Good luck.
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Travis Bragg

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Update: Just got a call from the people to schedule my service call.  I asked them if they were going to send the same technician as they did last time.  The answer was, "i do not know".  So I asked them to make sure it was not going to be the same guy, because (as the notes on my account say) if you send the same guy i'm shipping my equipment back to you.  He was unaware of this issue and he will call me back.  How on earth can he be unaware of the issue when i've made every attempt to get high enough on the ladder to make sure they send someone different this time?  

P.S. It has been 24 hrs since i made my call yesterday to get my issue resolved.  
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Travis Bragg

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Final Update of the day:   No call back yet from the service scheduling people.  I guess if we don't get this resolved soon I'll need to know 2 things.  

1) where should i ship the equipment to?  

2) to whom should the invoice go for picking up the stuff in the below pictures, as well as the invoice for digging the ditch to bury my own cable since the service guy left it above the ground after his 2nd attempt at fixing my issue?

If this is the speed that "priority maintenance" takes place, I am totally glad i did not elect to use exede at my house.  


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Travis Bragg

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Update: Unbelievable! So full disclosure, with all the posting i did on here yesterday i was writing an email to the email address posted by Diana above with every one, just trying to shotgun approach and shame someone into finally helping me.  Guess what? That's not the real email address for sending stuff to.  It's exedelistens@viasat.com. So we can add that to the list of things i'm less than stoked about. 
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Knight Rider

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It was an honest mistake and I know had he caught it he would have corrected his post. Also it is on the rest of us too that read this post and didn't catch it either but yes the address you posted is the correct one. If you send then an email they will get you fix.
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Exede Lindsey

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Hello Travis, sorry for the erroneous email that was posted. I’m sure it was an honest mistake and she has been made aware. I know that she escalated your service call issue to our “Installer Relations” department to schedule a new service call. Let me find out what the outcome is and I will contact you as soon as possible. Thank you for your patience.
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Kaotic Technologies

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Do you live in virginia? Around lynchburg, if so I will come and ckrrect all issues and make you a happy customer no charge from any one....if you are not near me....i am sorry friend. This is all i can do to help.
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Exede Lindsey

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Hi Travis, it was a pleasure speaking with you yesterday I’m glad we
were able to schedule a new tech to correct your previous install. If you have
any further concerns please feel free to contact us. Thank you for posting.  
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Travis Bragg

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Nobody showed up yesterday, as they were scheduled to do. 
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Kaotic Technologies

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Ouch, thats rough....you call them and ask them what happened?
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Knight Rider

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Travis, did you finally get a Tech out there to fix your cabling mess from the previous installer?
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Travis Bragg

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Sort of, yesterday, the same guy i've been trying to make sure doesn't come back here came and replaced the (i'll screw this name up) "receiver" on the dish while i was at lunch.  So my internet is working but my cabling mess has improved only slightly in that he buried the cable this time before he left, but still didn't pick up the cable ends. I still haven't decided how I feel about myself.  I said I'd mail back my equipment if that guy ever came here again, however i let 12 days of no service soften me up.  The internet is working for now.  Exede, is trying to line someone else up to double check his work (in their defense: i think the service people in the area lied to them about who they were sending.)  We were already at the "fool me once, shame on you" part of this story, I just hope I haven't crossed into "shame on me" territory.  
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Knight Rider

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I would probably go ahead and call one of the dealers from the website and explain to them that you want them to come double check everything.  I'm sure if they are a good dealer they would be happy to come look everything over for you like Kaotic offered.  Never the less glad to hear you're at least back up and running.
(Edited)
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Marco Polo

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Just a thought as an anonymous customer, but do you understand that if you are polite and not a d1ck then you will get better service? Just because you can pay your bill doesn't make you a VIP. The support people you contact shouldn't be the fall guy/gal for your problems. Dude, seriously, you have satellite Internet for a reason; it's newer technology that is BOUND to have issues. Act civil, get your problem solved, and move on with life. Better idea.. GET A DIFFERENT SATELLITE PROVIDER. Perhaps one that employs staff that can handle your condescending attitude. 

Seriously guys, really? I am just a customer with the same problems as most of you and I'm certainly not acting like a two year old about it. Talk about entitlement...