Order from local dealer - or direct?

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Still trying to decide between viasat and hughesnet - but separate question...my local dealer (who sells both) and doesn't have strong opinions about which one is better than the other - BUT, what is the pros and cons of ordering direct from my dealer vs online or the 800 number?

The dealer strongly encourages me to order from him, and I suspect he gets a slightly better cut when that happens - but is there any benefits or downside for me as the end customer? I don't care if he gets a better cut (happy to help a local business), but I don't want to give up any benefits or protections that I might otherwise get by ordering directly...

Thanks.
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Ed

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Posted 6 months ago

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Bev, Champion

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Going with a local dealer is great, just make sure you are a Viasat direct customer, not signed up via Dish or DTV or something, doing that means you'd have to talk to a third party for billing and tech support and, you want to be able to contact Viasat directly for those things.
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Matt B, Viasat Employee

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Working with a local dealer, you're going to know the tech that will install/service you.  You can have a direct line to the dealership if you have any issues.  They handle their own schedules, so when you call Customer Care to get a service call built, they'll have you make a second call to the dealer, or inform you that the dealer will reach out to you.  The downside is that local dealers can go out of business, and rarely inform their customer base when they do.  So getting a service call can be a headache, until someone notices that dealer isn't around any more.  

When you create the account initially, you will work with the dealer exclusively.  After that, for any service call, you call Customer Care.

Working with our fulfillment network, your installation/service call will be assigned to a local office, usually one of several.  They then assign a tech who comes out to service your site.  Possibly won't be the same tech (though it might) ever again.  As it's our national fulfillment network, it's on us (well, the fulfillment partner) to make sure a tech is available.  The downside here is you won't have a direct line to the tech.  Customer Care will schedule any work orders.  

Between the two, there are no differences in price, though dealerships have a little leeway to charge for pole mounts, non-standard mounts, etc.


I used to work for the Partner Support team here at the corp headquarters, I'm pretty familiar with many of the dealerships.  (looking at you, Andy...  *evil laugh*)  Most of them are pretty good!
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Andy Schack

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The only issue we have with Partner Support is that when we find someone we like to deal with due to their ability to "get things done", they get promoted. The last time I was in Denver at a meeting, Erin had me mention to them that a particular employee at PS did an amazing job and she LOVED dealing with him.....Steve gave me a knowing smile and said that the person had just gotten promoted....Erin wasn't happy. 

Andy
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Ben Jumper

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I am surprised that the dealer does not have an opinion as the which is better since Hughes has long ago filled up their satellite.

That being said, I have had a bad experience with my dealer because tech support said that I had to call my dealer in order to arrange service.  That is something that I thought they should do because I am paying the monthly fee for easy repair.

When I called my dealer he refuted what they were saying and somehow ran his own test and came up with a different answer and FLATLY REFUSED to even come and have a look!
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Matt B, Viasat Employee

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For service, you should call Customer Care.  They will build the service call, but cannot schedule it, as self-installing dealers control their own calendars.  

Install, Move or Upgrade orders must be built by them.  

I'd like to take a look and see what's going on with your account Ben.  Can you please send us an email to ViasatListens@viasat.com  with your account info?
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Ben Jumper

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Going to Canada for a week. I now believe it is a modem problem because I have to reboot it several times a day to get websites to download. That is not right, is it?

Third tier tech  (I believe it was), says everything is normal??
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Ben Jumper

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If you can please check, my acct number is {REMOVED}

I was previously on Viasat-1 and was talked into by my dealer to move to Viasat-2 because it was supposedly so much greater and faster with virtually no traffic.  

I previously had consistent download speeds approaching 20 Mbps but after moving to your new satellite,  I could get no better than 12Mbps.  Worse yet my upload speeds which I sorely need were averaging 1.05-1.09 when they always used to be 3-4 Mbps.  I used the same speed test before and now and the speeds for downloads have dropped about 50% and upload speeds are about 1/3 of what they used to be.  I know that the tests are accurate because the speeds are lower relatively speaking.  I have a graph that shows the decline.

I truly hope someone can help me because I have signed a contact for 2 years believing that this would be at least as good as what I had before but has failed miserably!

I have written to customer care repeatedly at Exceed listens and Viasat listens but up until now, I don't believe that is true.  You can check the records of correspondence to document what I have been saying; all falling on deaf ears it seems.

I know that they are many comments on shills being on here but I have been with you for 1 1/2 years with barely a comment and little negative to say about anything.
(Edited)
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GabeU, Champion

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I am surprised that the dealer does not have an opinion as the which is better since Hughes has long ago filled up their satellite.
No, they haven't. 
(Edited)
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James Besser

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I was told stay away from V2 for a while things need too be adjusted on the bird There plans are higher, then 2 year deal .I have the freedom plan 150 told me don't let that that go stay were I am. they were honest with me over the phone
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Ben Jumper

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That is what my dealer told me but or course he sais a lot of things possible untrue! 

Did you see "what's going on" with my account, Matt! I have has a lot of e-mail correspondence with you this month, about this!
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Andy Schack

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Ed, there are good dealers and there are bad ones. That however is going to be true in any business. Ever try a new barber and make a promise to yourself that you'll never use him again? Well there ya go. 

The best and most stable dealers are going to be those who have an actual business location....a lot of guys "shop" is their garage or backyard shed. Someone with little to no skin in the game is going to be risky in my opinion. 

Andy
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Ben Jumper

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Matt, did you see "what's going on" with my account? 

I have has a lot of e-mail correspondence with you in MAY, about this!