Local dealer

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I stopped by a local satellite dealer to ask for help with my service being I can't seem to get any help from customer service. It's been too long that I've had problems and no help from exede. This is a very small business and not an elite dealer, but I'm really hoping they can fix my system. Has anyone had luck going this route?
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NorthMN

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  • hopeful

Posted 2 years ago

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El Dorado Networks

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I'm a local Retailer and Installer so can speak to this from my own personal experience, although your own mileage will vary depending on the particular local dealer you select.

But, for the most part:
  • Local Retailer/Installers have more "Skin In The Game," since they live in the same community as their customers. They can't as easily afford to have a handful of angry customers as large corporations do.
  • Instead of talking to some kid sitting somewhere in a cube farm in the Philippines who has never even touched a satellite dish, you have someone local you can call who speaks your language and has direct experience with the product and service he or she is offering.
  • They often can offer better deals and bundled incentives than you can get from any 800-number sales agent.
  • You can visit their place of business, meet them face to face, and see their operations first-hand without booking an airline ticket.
  • You help to support your local economy and that is something anyone can feel good about.
(Edited)
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NorthMN

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I agree with you 100%! I support my local businesses as much as I can. Although I don't know the exact dealer that installed my system. I do know that they were an "out of town" dealer, so I cannot locate them. They did a good job installing the system as I was home to watch them. When I ordered my exede internet I called exede directly, thinking that was the best option. Everything worked great at first, then my modem started to restart constantly. I called customer service numerous times with the same answer. I'd have the pay $95 for the service call and 300 or more for replacement equipment. Sadly, the early termination fee would be less cost. Emailing exede didn't help either, as I never got a reply. My last option is to find a local satellite dealer that may be able to help.
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NorthMN

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I am going to cancel this service if it isn't resolved. The dealer I contacted will be here tomorrow. I sure hope they can resolve this being exede has refused to. Thank you El dorado networks for the replay.
(Edited)
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El Dorado Networks

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Although I don't know the exact dealer that installed my system. I do know that they were an "out of town" dealer, so I cannot locate them.
These are often "Hired Guns," whose main job is simply to fulfill installs for sales that went through the parent company directly. They may well be from outside your area. Some also provide "Retailer Direct" sales.
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NorthMN

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This dealer is primarily direct tv and dish network, but they have a small exede sign in their window. When I stopped in to ask about my problems he said he'd help me for a small cost being exede should cover their leased equipment. My fingers are crossed!!!
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NorthMN

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It's sad that exede's customer service is so horrible. They don't seem to care at all.
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Kenneth Dunn

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I so agree with you on that. they stole money from my credit card after i stopped there service and won't give it back. I had them for a year and a half and had nothing but trouble with them from the very beginning. I turned them in to the better business and i am sueing them right now
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Old Labs (VS1-329-L12FZ)

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Have to agree with El Dorado on everything he says. Although, it appears on the surface at least that ViaSat outsources most admin type functions to U.S. firms - but it's often difficult to tell nowadays with the current H-1B visa situation particularly with online tech support disciplines. They're just sitting in cube farms in the U.S. Even then the big IT players are lobbying for expansion of the H-1B visa program. Not going to get into that political football however...

Exede does have some installers that are directly employed by ViaSat, but they're located in the Colorado area and are probably the ones who establish the install standards.

Finding a reputable local dealer and maintaining a working relationship with him/her is critical when something eventually goes wrong from an install perspective. Doing that can be difficult unless through a referral by someone else. It can be done with a little advance homework however - i.e. reviewing the legal documents and policies available online, perusing this forum, and asking some substantive questions that you already know the answers to in order to gauge their level of familiarity. It may or may not cost more, but will often beat experiencing the unknown outcome of playing installer roulette.   

It's also sad that there used to be some reputable installers who'd drop by and offer a remote diagnosis for free - however, I see them less and less now and seems they may have abandoned that effort due to some of the rancor here or perhaps they too have grown weary of Exede and Viasat - who knows?. They have some skin in the game when it comes to their livelihoods.

Good luck with your local guy...

P.S. A carefully crafted search for ViaSat's service and installation standards may reveal what to expect from an install to determine the quality of your installation as well as other substantive questions to ask - beware that these are quidelines and there are some valid exceptions - signed off on one for my install knowing the risk but have addressed that now with a chainsaw - trees which eventually eould have encroached upon the line of site and recommended clearance.
(Edited)
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Andy Schack

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NorthMN, you can add Easy Care for just 5.99/mon and that will cover any svc call fees AND parts. You can contact Viasat and request a "Sales Channel Change" to the local dealer you found. He has to accept it but then he can take care of you and he'll get paid by Viasat. 

BTW, you have a bad tria.

Andy

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