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?
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?
Posted 1 year ago
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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.
He had already confirmed that everything was working correctly before he did this walkaround. There was nothing impeding the signal.
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.
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)
Does Exede contact people out of the blue?
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)
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.
Dealing with a local installer you know, trust and select is always the best route to go rather than playing installer roulette..
(Edited)
Bev, Champion
Diana, Viasat Employee
VeteranSatUser, Champion