Liberty upgrade not working out

  • 2
  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
I am terribly dissatisfied with your company and your service. Despite putting up with horrible connectivity for the last 3 years, I decided to upgrade my account because there are almost no other options in my area. In January, I logged into my account and upgraded to the Liberty 25 service; I received a confirmation number and was told my new modem was being delivered. After waiting two weeks for the modem, I called to see what the delay was only to be told that my service and shipping address were in a town 15 miles away, and that my modem had been shipped to that address. I told them that I had never lived at that address and had no idea why it was associated with my account. The representative told me it was changed, and reissued the ticket for upgraded service and a new modem. After waiting another 2 weeks for the modem, I called again only to be told that the modem never shipped (for neither my first nor second order) and that my service address was still listed as being 15 miles away from where I live. The ticket was resubmitted AGAIN and the address was supposed to be changed, AGAIN. I waited another two weeks, only to repeat this ENTIRE process AGAIN! Meanwhile, I had been receiving emails telling me to return my original modem or I would be charged another $150 for it; keep in mind this is a modem I could buy at Wal-Mart for $30. I called customer service, asked about the email and was told that I had 45 days to return the original modem AFTER I received and installed the new modem. Thus reassured that I wouldn't be unduly charged, I patiently waited another 2 weeks for a new modem...then another...then another...it has been three months since I submitted the original order for upgraded equipment and I still haven't received it. On the 20th of this month, my normal billing date, I discovered that I had been charged for the modem, even though I had never received nor installed new equipment. I called customer service, explained the situation and was told by the representative that my money would be refunded within 7-14 business days. Today, knowing that your business model is not reliable, I called to check on the status of my refund, only to be told that my service address was still listed 15 miles away, that my modem still hadn't shipped (nobody can figure out why though), and that the ticket for my refund had been cancelled because on the day I called, the system hadn't registered it as a payment yet and kicked it out. I told the representative (AGAIN) to change my service address, cancel my equipment and plan upgrade, and to reissue my refund ticket. Today is April 27th. I will be calling several times a day to check on the status of my refund. If, after the time promised by your company, the money is not back in my bank account; I will go to the Better Business Bureau, the media, social media, my congressional representative, and basically anyone who will listen until my money is returned. Your business model is terrible and from what I've been reading online, incredibly scandalous and untrustworthy. I will be cancelling my service at the end of this month's billing cycle and calling my bank to ensure that your company is never again allowed access.
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Cynthia Holt

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  • enraged

Posted 1 year ago

  • 2
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ggg rt

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I hope you gain justice as many of us never will. Good luck!
(Edited)
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Diana, Viasat Employee

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Hello Cynthia,  Please accept my sincere apology on behalf of  ViaSat. I am very sorry to learn of your experience. 

I regret that we provided you with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.
I have issued a full refund on your account. We very much appreciate your business and hope that you will remain a valued customer.  You should see the refund in 3-5 business days back to your payment method on file.

If there are any other issues that need to be addressed, now or in the future, please don't hesitate to contact me personally by sending an email to  exedelistens@viasat.com and put to my attention.  (Diana)

 
(Edited)
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James Harman

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Paragraphs please.

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Deku, Champion

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yeah when i was reading this i said WOW!!! there arent even any parapgraphs @.@ but yet i didnt say antyhing XD cause i didnt want to be rude XD
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James Harman

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It's called constructive criticism.

It's what old people do.
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ggg rt

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Wow