Trouble with customer service

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  • Updated 6 years ago
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Just my opinion, but as a new customer (less than one month) it's probably a good idea when said customer calls customer support/technical support, it shouldn't take 3 separate phone calls to be connected to a supervisor. 1st call - on the phone with a representative for 47 minutes, 30 minutes of that spent on hold for a supervisor - I finally hung up. Plus, she was VERY rude; 2nd call - I was put on hold, then disconnected; 3rd call - FINALLY got a supervisor. Since installation on October 12, 2013, I've been without internet service for 7 days - NOT acceptable. Upon having a technician out on November 5th, was informed by said technician that an "old, outdated cable" was used at installation time. ???
Why???
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Marilyn Anderson

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  • frustrated

Posted 6 years ago

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Exede Zac

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Marilyn, 

I do understand that it is frustrating to have this happen, however we can certainly help to resolve any issue at all. Would you please send me an email to exedelistens@viasat.com with your phone number and a good time to call? Thank you.
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Marilyn Anderson

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I'm through talking...Exede had their opportunity with one of the half a dozen phone calls I previously made. As a new customer, I would think that Exede would want to do whatever it takes to provide excellent customer service - and as I described in my initial message, that did not happen.

I want to be released from my 24 month commitment with Exede in order to pursue other options for internet service - one where I'm not paying $60 to $70 a month for sub-standard service. And based on the experience I've had with Exede so far, I want the early termination fee to be waived - I should not be penalized for service that is not satisfactory.

In the meantime, I'll continue to make my opinion known through social media - letting people know that Exede is not the way to go for internet service.
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Exede Zac

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Marilyn, I would appreciate the offer to better assist you. I don't see we've received an email in our inbox from you? Could you please email exedelistens@viasat.com with your phone number and best time to reach you? I would like to help resolve this. Thank you.
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tricia

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I've been a customer for over a year, and my service has gotten worst as time has went on. When I first called to get the service set up they said that you'd have better service then with your Dish tv service, that it shouldn't go out as much as dish does with weather or anything, I loss service a lot lately, during sunny days and clear nights. They don't cut the price of my monthly service when their stuff doesn't work, weather it's on or off they still want their money!



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Marilyn Anderson

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I've taken the route that was offered to me by Exede - to post a suggestion, complaint, etc.

I've made too many phone calls already to "fix" this issue - Exede had their chance on each and every one of those occasions. Where was the "help" then?? Why now should I now continue this "chase" - phone calls, emails, complaints, etc. ??

I've stated what will resolve this issue - to be released from my 24-month commitment with NO early termination fees. That will allow me to pursue internet service options without all the hassle.
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Jami

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I definitely agree Marilyn! Let me know how that turns out!

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Deanna Muz

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I agree too! I've got only 4 months or so left with this sorry service in my contract. I had this moved from a previous residence and had absolutely no problem at all there. When I had to move because the home was sold, I moved from the city to the country. I checked via calls to customer service just to make sure, there was in fact service out here in the country. I was assured there was, nothing was any different, I would still have the great service I had before I had to move. However, when another Rep called me to verify my appt date for my new place..BAM!...guess what!...I had to go into another brand spanking new contract...because I had to move thru no fault of my own...the rental was sold and the buyer was moving into the home. Nobody told me this fact when I called to inquire about moving and service. My choice was to either sign up for another contract, or pay this stupidly high early terminaton fee. But again..the Rep who contacted me to verify my appt...assured me..it would be a dandy thing to just sign up so I coud continue with great service using the internet. Well..long tory short...service has been less than stellar and I am sick am it. I too..have a complaint on here!
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Exede Josh

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Deanna, what type of issues have you been having with your service, I would like to help.  Please email me your telephone number, and the best time to call to exedelistens@viasat.com.  Thanks.
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Deanna Muz

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I have had issues with connectivity and latnecy since day 1 of this service. I have had a Tech out here 3 tmes in about a 13 month period. I have been on the phone with Tech support more times than I can count. All 3 times a Tech person was at my home, the excuse was...the dish dropped down and I was not getting adequate connection. They leave, and slowly over a period of time, it all startrs again. It is pretty sad when I have to contant nplug the power cord to the modem myself on an average of 5-6 times a day. And diagnosis connectivity via my computer. It is also sad that I cannot even get a good enough connection to even compltely install my printer. I receive an error message telling me that it appears connectivity has been lost. And sure enough, I look at the modem and all 4 blue lights are lit up but solid. Then slowly, the 3rd light down begins to blink very, very slow. After leaving it like this for 20 min or so, I may or may not get lucky enough to get on line, for a very short period of time. This is worse than dial up but I am paying my bill every month for bad service and connectivity issues. It should not be like this. Yes, I am in a rural area, but was assured that service was available to me here. It is getting so discouraging, that I am seriously considering terminating service, paying the early terminatioon fee and going elsewhere. This is ridiculous. I am paying good money every month for something I can barely use. I am taking online classes and cannot even access my workload due to these issues. I have lost completed homework assignments because of loss of connectivity during sending them in a word document. And, no...it is not my laptop...I have already went that route and had it serviced and checked over to make sure it wasn't the issue.

And, I will email you...with the reference number of the complaint response I received Jan 22, 2014 from Exede Elizabeth via private email she sent to me. She told me she would like my phone number and best time to call me. I provided her with this and here it is January 25, 2014...and no more emails, no phone call and even more issues!
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Deanna Muz

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Josh, I missed your call as I was inside a building that didn't allow cell phones. I am at home now. Dont know your work schedule. However...you may reach me this evening if not to late. Or tomorrow Sunday Jan 26th, 2014 I will be available all day except between 11am to 2pm EST. And then anytime the reminder of next week before 6pm EST. I also want to inform you, I comple
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Deanna Muz

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see...there we go! Service interuption before I was ready to send and the message went thru. I was saying..that I called EXEDE again. I was told by the phone support person that there was an outage in my area...then less than 3 min later...said no there was not. She told me I needed to check with Dell for possible network adapter issues as nothing was showing wrong on her end. Then she offered to send a Tech person to my home again...ummm...he was here 2 wks ago today and said there would be a 95.00 charge....again! I declined!! I am not paying for anymore Tech people to come to my home and tell me my dish has dropped down causing the signal strength to be off kilter. That has been the excuse almost every time they have been out here. And oddly enough...once I got off the phone with her...my internet connection became much faster. I may be dumb..but certainly not stupid. Oh and..there is nothign wrong with my network adapter either.
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Deanna Muz

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Well..Exede Josh did call. Ran thru some verbage about what my internet connection etc looked like on his end and then suggested possibly a hard drive issue. really don't think that is the issue because I had already taken this in to have is gone through, cleaned up and serviced by a computer repair shop. At any rate, Josh suggested I install a program to run to see if I had any adware or spyware or a virus. He said we would start there first. I agreed. This was on Sunday January 26th, 2014 at 5pm my time of EST. He said he would call me back Monday January 27th, 2014 at the same time (5pm EST) to see what, if anything was found after running this program he told me to install. I waited, and waited and waited. It is now Friday January 31st...still...no..return...call! I have no phone number to even call back to try and speak to him. Not very good PR and only adds more insult to injury with my opinion of Exede. I blog and write reviews on many different things...just saying!!
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Exede Josh

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Deanna, I am so sorry, I was out of the office this week.  I thought one of my colleagues was calling you.  I will give you call on Monday.  
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TImothy Lawrence

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LOL, all you people do is complain, if you have better internet available, then go get that internet, seems to be working good enough for you to access the EXEDE Blog and complain about it, while you're on this page why dont you take a look at the legal contract and disclosures. There isn't a penalty, you signed a contract, so there is a fee for terminating that contract. Realize that when you pay for a service it doesnt mean you have all the power in the world to demand certain things. Maybe some of you should have the sense to ask more questions and research a company before signing an agreement. Have a good day
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Roadrunn3rr50

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Wow, what a thread...i just wanted to chime in, don't be upset with Timothy, he's just as frustrated reading all the complaints about problems with Viasat Inc. He does not fall under the same category as we do. He may have never had a problem with service that he couldn't remedy himself, and yes, there are customers that can enjoy uninterrupted service with Exede for 24 straight months, that's a statistical fact, call him ignorant to your experience and just let his comments fade away. I have discovered if you have a problem with service, it gets resolved faster and more efficiently if you remain calm and go step by step and follow their troubleshooting protocol. Customer service reps. use a flow chart methodology when handling complaints and it starts as soon as they are aware of the complaint. Always ask for the ticket number as this is how your complaint is referenced to on call backs. And remember that they are as human as you are. I get the feeling that Customer Service Reps. have to walk that corporate tight-rope because the game is played like this, Corporate office lays down the final word when it comes to money....!

1)....MAKE AS MUCH MONEY YOU CAN WHILE OFFERING THE LEAST AMOUNT OF PRODUCT AS POSSIBLE. THIS IS THEIR PURE PROFIT.

2)...NEVER UNDER ANY CIRCUMSTANCES SHOULD YOU GIVE MONEY BACK TO THE CLIENTS AND NEVER GIVE ANY PRODUCT OR SERVICE FOR FREE. THEY CONSIDER THIS IRRESPONSIBLE AND A REASON FOR TERMINATION, ITS A SERIOUS OFFENSE.

3)...ITS A NUMBER GAME, " EXAMPLE: A REP. RECEIVES 30 COMPLAINT TICKETS PER DAY. OF THESE COMPLAINTS 45% ARE CLOSED AND RESOLVED SAME DAY. ANOTHER 5% RESOLVED AND CLOSED NEXT DAY. THE OTHER 50% REMAIN OPEN AND A MAJORITY OF THEM ARE COMPLAINTS ABOUT ISSUES THAT ARE INHERENT WITH SATELLITE INTERNET.

The third one I listed are the type of complaints of which can only be fixed by the customer cancelling service, giving a refund, or giving free service. All of which will violate the first two I've listed, and of course, they will never admit it, but all this is true. Why do you think the cancellation fee is so large, larger than the industry standard? Read the terms and conditions! They already know they offer a service that has fatal flaws and when customers catch one of these, they are prepared to take as much money from you while they can, to do anything different would go against the corporate model. Good news is this, after reading the terms and conditions, you need to be darn sure that Viasat Inc., failed to uphold the contractual obligations they have set for themselves with you. If you can prove it beyond doubt, only then can you be released from the remainder of the contract without paying the termination fee. Which prefer to call the F. Y. F. !!!

So remember, KEEP CALM, CARRY ON. As the British would say.....good luck, Carl

hi Elizabeth...: )

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Exede Josh

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When I was an agent I was never told I could not resolve an issue by giving a credit or refund if I felt it was necessary and appropriate.  Since I have moved into social media, there are times where I feel like I am too quick to resolve issues by throwing money at them.  We certainly don't have a philosophy of never giving credits or discounts.  We actually have certain situations where its expected that our agents make a financial offer.  We expect our agents to take ownership and resolve customer issues in a way that is appropriate to a given situation.  Such as if a customer has been without service for a certain period of time, the expectation is that the agent offer a credit that is equivalent to the amount of time the customer has been without service.  We are a business, and as such, are looking to turn a profit, but not at the expense of meeting the expectations of our customers.  
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Roadrunn3rr50

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Ok! (2 thumbs up!)
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Sandy

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I called today to discontinue my service and they tell me my new month started today and they won't prorate. When I asked to speak to the floor manager's supervisor, he said he didn't have a supervisor! That's what's wrong with this company. We have been customers for over 5 years and the only reason we hung in there is so we had some kind of internet, but now that we have Verizon and can actually walk into a store and talk to a human being we can be rid of Wild Blue. I also said I wanted my service disconnected April 18th and they can't do that. I will have to call in the day I want it disconnected!  It is 2014 - the computer/internet age and they can't - I don't think so.  They just won't - hoping you will forget and they can charge you another $56 for horrible internet service. Believe me - it's on my calendar to call them a week early!
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ExedeJack

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Sandy, I really am sorry for the inconvienence. As far as future dated disconnects our system does not currently give us an option to set anyting like that up. If you would like to go over your concerns I would be more than happy to help.. Please send an e-mail to exedelistens@viasat.com. Please include your contact information and best time to call you. Have a wonderful day. ExedeJack

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