Nervous about service tech from "Perfect 10"

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  • Updated 11 months ago
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Exede contacted me saying that they ran a diagnostic and my dish needed to be realigned, and that their service company Perfect 10 would come out to do a service call.  Scheduled the appointment for morning slot (between 8 a.m. - 11 a.m.) and they would call 30 minutes before they came.  Noon comes and no call, no show.  I call the number and they contacted the technician, saying it would be 45 minutes.  More than an hour and a half later....

A very unprofessional looking technician arrives in an old wreck of a vehicle.  He hooks up his laptop to the modem and goes in and out 10 times.  So he is about done says he got the signal up by adjusting the dish, he puts the ladder back on his vehicle, then I see him walking around the outside of my house looking at the doors and windows.  I have a bad feeling about this, and he sees that I saw him on the opposite side of the house from the dish or the driveway.  He comes back in and says he needs to see where the line comes into the house.  So he goes in the basement and looks at the line and then fiddles with the spot where the line goes up through the floor to the modem.  

This makes no sense to me, and I am worried that he was casing my house and just said that as an excuse because he saw me watching him.  The hoodie, pants falling half down and the junk vehicle, plus his behavior did not leave me with a good feeling.

Do they even screen these people?  Why would he need to see the lines in the basement if he had already confirmed the signal was good on his laptop via the modem?  
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LM

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Posted 11 months ago

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Old Labs

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He was probably checking for other potential points of failure along the route from the dish to the modem including proper grounding, termination, connections, etc. My guy has always shown up pretty scruffy looking but I expect it of someone who may have to climb up on a roof, crawl through bushes, crawl through a crawl space, basement, attic, etc. - he always does a good job when needed.

These guys don't get paid the big bucks and are usually independent.

I was pleasanty surprised by my Dish TV installer when I switched over from DirecTV -  uniform, company van, put the shoe protectors on when coming in the house, etc. But he worked for a pretty large operation covering much of Virginia and they could afford to show up looking like the Maytag man.  
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LM

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I can appreciate that they have to work in all those conditions, but I have never seen any kind of installer looking like that.  Not when the Exede or Directv dishes were installed or any subsequent service calls.  

He had already confirmed that everything was working correctly before he did this walkaround.  There was nothing impeding the signal.  
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Old Labs

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He was probably being proactive - there's more to it than just a good signal.

Then supply all of the relevant details to Viasat - this is primarily a customer to customer support forum (not direct ViaSat support).

You can even email exedelistens@viasat.com - provide your account and contact  info and any support documentation. You can complain all you want to us but we can't do anything about it, nor will the moderators address it in a public forum but will engage via that email address. You've got to complain to someone who can do something about it.       
(Edited)
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Bradley

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Does Exede contact people out of the blue?
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Old Labs

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Yes, sometimes as a preventative measure - the modem logs various stats and they have been known to pull them in the past and offer a tune-up. 
(Edited)
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Bradley

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Thanks Old Labs. Wouldn’t have believed it if they called me. Course my local installer lives right down the road, so I know him personally.
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Old Labs

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Dealing with a local installer you know, trust and select is always the best route to go rather than playing installer roulette..
(Edited)
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Bev, Champion

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LM, you are right to be concerned. I had a similar problem not too long ago. You need to email exedelistens@viasat.com with your account and contact information as well as all of the information you have about this shady sounding installer and, exactly what he did while at your home that made you feel uneasy.

He should have offered you employee identification upon arrival. I understand how his action would make you uneasy, one did that with me as well, seemed like he was casing my property for a robbery or something. It turned out he wasn't but, he didn't come off as very professional. I sent the email I've asked you to send, not long after, the same tech was sent back to my house for another call I needed. After getting a good talking to from Viasat I assume. He apologized and, was clean and very professional.

My case turned out to be just a case of either lack of technician education on proper procedures or, him being sloppy and not sticking to procedure but, I don't want you taking chances, get that email sent and, keep your eyes and ears open for a little while.
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LM

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Well, I was not worried that he was not sent by the company, because I was expecting him.  I just was really taken aback by the whole appearance.  I'm not a snob living in a pristine mansion, but I think anybody would have this reaction. 
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Diana, Viasat Employee

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Hi LM,  I'm sorry you felt uncomfortable with the technician.  They were probably looking at the entire installation, cables, grounding, etc. a mentioned by old labs.  As part of the process, the technician takes pictures and downloads them to our system at ViaSat/Exede to verify what was performed ,or needs to be performed on the job.

Was your issue resolved?
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VeteranSatUser, Champion

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He sounds like he was doing his job and should be commended for doing a good job. As Old Labs said, some of these guys doing installs don't have or make a lot of money. Also don't want to wear good clothes climbing on roofs, going in basements, etc.


Since you knew he was coming and the company that sent him would knew who he was, I don't think you had anything to worry about.
(Edited)