Installer never showed up

  • 2
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
I signed up for Exede internet for our new residence online. Although I waited for the technician to show up today from 8-11, HE NEVER SHOWED. I called, spoke with a customer service rep, and they had the installing store contact me. Regardless of repeated assurances that the tech should be on his way soon, HE NEVER SHOWED. At 3:50pm, when I contacted Exede for the third time today, I was told to call back in an hour to set up a new time. THIS IS NOT ACCEPTABLE.
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Jeanna Brown

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Posted 3 years ago

  • 2
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Kaotic Technologies

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Terrible.... thats the problem... sounds about right.... not exedes fault tho.... the companys they trust to install are sub par. If you do not get a good install your going to hate the service. Good luck. Ps... love the part about.....sorry we wasted your whole day....lets set up a new appojntment and hope he shows up.
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Knight Rider

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Kaotic is right its not exedes fault that the installer didn't so up. What I would do is go to exede.com and look for local dealers and call a different dealer/ elite dealer if you have one in the area.
(Edited)
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Jim, Champion

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Jeanna - I wish you would name the company that did this to you. They are the ones who need to be getting the bad name rather than VisSat/Exede. If these dealers were exposed maybe they would lose enough business to go out of business and stop giving the brand a bad name.
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Kaotic Technologies

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Well said jim
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Diana, Viasat Employee

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Hi Jeanna,  You deserve outstanding customer service with every ViaSat interaction and I'm here to help because I know your time is valuable!  Let's look into this.  Please send your account and contact information to exedelistens@viasat.com.
(Edited)
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Jeanna Brown

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It is Monday afternoon at almost 1pm. After speaking with the 4th customer service rep late Friday night, she gave me a new install time of Monday from 11-2. I stressed my request for a new installer, since Direct Media out of Shreveport did such a lousy job on Friday.

Well, imagine my surprise when Diect Media left me a voicemail message saying their ETA today would be from 3-5, as their tech had quite a few calls I the area today! I told her that I had requested a different installer as I was not pleased with their service (or lack thereof) on Friday.

I immediately contacted Exede customer service via telephone, again. I was told that if I wanted to change installers, I would have to wait three days before my ticket would be given to a new installer. Why wasn't this explained to me on Friday, when I made the request? This is not only an installer problem, but a problem with Exede. They are responsible(ultimately) for what their installers do or don't do. I told them in at least four different calls on Friday that there was a problem with the installing company to no avail. To say I am disgusted before I even get to use the service is an understatement. DO NOT USE THIS COMPANY. They obviously do not appreciate their customer's time or input.
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Jeanna Brown

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The last thing I was told was that the customer service rep sent the installer a message saying that the installer needed to be there at the promised time, from 11-2. Anyone remotely believe that this will happen? Yeah, me neither.
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Jim, Champion

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Jeanna, You will be much better off if you cancel your order and then go to www.exede.com and use the "Locate a Dealer" link to find a local independent dealer. They can give you the same promotions that you can get directly from Exede and in most cases more personal and prompt service. I looked and saw several dealers in the Shreveport area. Call until you find one who can promise you installation tomorrow - I bet you can. If you can, check their reputation out. This way you will have someone local to call when you have questions or problems and you will be keeping your money in the local economy. OR Move to Middle Tennessee and I will install you tomorrow.
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Jeanna Brown

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Jim, don't tempt me.
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J&J

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@ Jim....    I actually look for your replies, they usually hit the nail square on the head, as this last one did (again).

@ Jeanna Brown,   I admire your patience.  If there is a bright side to any of this it is that now the Liberty plans are almost everywhere and if not in your area, wait about a week - they are being expanded, rapdly.
(Edited)
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Jim, Champion

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Craig - Thanks for the good word. My goal is to help people and expose the bad actors out there.  I think the weakest link in the ViaSat/Exede system is the lack of quality control and not holding dealers, sales people, and installers accountable. When I started I was told during training that 80% of installs would be QC'd. This would be a great thing but I don't think it is happening.  I am convinced that at least 90% of the complaints and upset customers on the forums are the result of bad sales people, installers, and dealers and not because of the product itself.