Poor Cust Service - No Happy Birthday

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  • Updated 6 months ago
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Called 11/20 to upgrade sevice with new wi-fi capable modem it was promised to be shipped in "2-3 DAYS". Called agian  on 11/24. It has not shipped and it will be "ANOTHER WEEK or TWO" because "we have a high demand" and we don't have anymore. So the computer purchase for my childs birthday this week-end will not work.  In addition, as if this cust service was not bad enough, I was told there will be NO shipping e-mail/confirmation sent and there will be NO tracking info provided. NOT Happy... NOT Satisfied
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jjpljp

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Posted 6 months ago

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Stephen Rice

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I would return the computer if it won't work. Something is very wrong with it if you cant use it without an internet connection.


I can do lots of stuff on my computer without internet. A few of the things include watching dvds, listening to music, and playing games. I can also type documents and print stuff.


If you cant do any of that stuff without an internet connection you have a defective computer that needs to be returned.
(Edited)
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Stephen Rice

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Personally, I wouldnt own a Windows 10 computer but here is how you can activate it by phone.

https://winhelp.co/knowledge-base/how...
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jjpljp

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lol.. no thanks
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Stephen Rice

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I'm still confused. You said you were waiting on a modem to upgrade your service. Doesn't this mean you already have internet service? You could activate using your existing connection, or you could just press a few buttons and make a phone call to activate the computer over the phone. Both sound like good options to get the computer activated.
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jjpljp

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Oh, just unhook the 1 computer all the rest of the family uses and hook the new one up to that single wire output thingy and push a few buttons.. thanks Stephen

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Stephen Rice

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Thats good news. Glad to hear that your child's computer is working now.
(Edited)
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Diana, Viasat Employee

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Hi jjpljp  We would like to offer our deepest apologies for the trouble you had to experience with ViaSat. This situation is not ordinary. We are very serious when it comes to our client’s satisfaction. We are very sorry that this happened to you, but rest assured it won’t happen again. This is clearly a mistake at our end and we take responsibility for it. We are working diligently to correct this issue. 

Update
The modem should be delivered in 7-14 days but if you send me your account information in an email, I will check the UPS tracking site.
(Edited)
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jjpljp

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done .. thank you Diana
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jjpljp

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...and ?
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Stephen Rice

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To be fair.  I think I'm the idiot.  I thought thanksgiving was on the 24th.  Today is the 24th.

I do stand behind my statement about this being a holiday week.  I was off work yesterday and today.  I certainly don't expect anyone else to work if I am off for a holiday.

Here is something a little off topic that is slightly interesting.  My parent's cable internet went out last week.  I dropped by the house this past Saturday and tried to fix it for them.  I determined the issue was not computer related and that something was wrong with his cable modem.

I told dad to call the cable company on Monday.  Well, dad called the cable company after I left (it was still Saturday) and the operator who answered told him someone would be out the next day.

I came over Sunday as usual and dad said someone from the cable company was going to be there between 4 and 5 pm.  I brushed it off and told dad, "They meant the next business day, no one from the cable company works on Sunday."

I left the parents house a little after three and to my surprise, dad called me a couple of hours later to tell me the cable guy was there fixing his internet problem.

I'm still shocked the cable company sent someone out on a Sunday.  Dad having internet (or me for that matter) isn't important enough to make someone work on a day they should be off.  I guess our society is really going down hill.  Before you know it, all of us are going to end up having to check in at work on Christmas day.

I really feel for the people that work retail.  This black Friday crap on Thanksgiving day is just going to far if you ask me.  People work hard and deserve to have a day off to spend with family.
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Judge and Jury

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Well said.  My cows had to fend for themselves in the hills yesterday and they all made it fine.
The raccoons on the other hand banded together and scratched at my door so I had to give them their treats or they'd tear this place apart. (they love grapes and animal crackers)
 
 
(Edited)
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Bev, Champion

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Well said, even truck drivers got to come home yesterday and, mine is still home today. Though my friend that works at Wal Mart had to work a double because no one wanted to work Black Friday last night or, this morning so, she, being a manager, got stuck covering both shifts, one scheduled as manager, the other filling in for a no show floor associate.
(Edited)
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Stephen Rice

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That's pretty crappy.  You would think Walmart could afford to close on Thanksgiving and give all of their employees the day off with pay.  
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xode0000, Champion

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I'm still shocked the cable company sent someone out on a Sunday.  Dad having internet (or me for that matter) isn't important enough to make someone work on a day they should be off.  I guess our society is really going down hill.
I wouldn't mind going to fix someone's internet on a weekend day or most holiday days if that would bring a smile to someone's face.  Internet is quite important to people these days.  About the only holidays I wouldn't want to do this on are: Easter, Thanksgiving, Christmas and New Years.  I actually think that's a good thing that a worker will come out on a weekend, provided the compensation is right of course, but I'm flat out surprised that it happened with a cable company.
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jjpljp

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..as expected this is going nowhere. Obviously it was my fault for buying the computer and there is no justifiable reason to expect the Exede modem to have ship when they said it would. I'm done here.... Enjoy  
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Jim16, Champion

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You are going to be a constant problem, i can see that. If you can't even unplug a cable to get you're sons computer working then you have other issues that go way beyond this help forum. We will be hearing from this one for every little issue that pops up. Unplug the other computer and get your sons computer working Mom!!
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Deku, Champion

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yes i agree with ya on that one :3
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Stephen Rice

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Be careful with your words Jim.  I don't think she said if her child was a boy or girl.  She is going to attack you if you got it wrong.

In all reality, the kid probably doesn't even care about the computer.  Some of us old farts still use computers, but kids these days would much rather the latest and greatest smart phone.

Lets just hope she didn't hire a clown for today.  I feel sorry for him/her if she did.
(Edited)
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Deku, Champion

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well to be honest... i gots my new wifi/modem from exede within 5 buissness days :3 also they always say itll be shipped out on buissness days... NOT HOLIDAYS NOR WEEKENDS!!! -_- so at my estimated for you is that your new wifi/modem will be shipped on monday :3 DURING THE BUISSNESS DAYS!!! and NO this DOENST include weekends at all... cause the people who are in charge of getting the shipment to you... WONT do it onto the weekend sadly :/ so yeah...

so now you can quit complaining about not having the fricking new modem and stuff... itll come to you just CALM DOWN ALREADY GEEZ -_- (exede you may remove this if it kinda gets to harsh but imma just saying out of my opnion... but you may remove this if this is too harsh like i said :3 anyways peace out!!! :3    )
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jjpljp

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The just said above another 1 - 2 weeks.. What part of they didn't stock enough of them and now they are waiting for the boat from China can't you comprehend ?
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Jim16, Champion

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Not to harsh at all. She won't even get her sons computer working and blames Exede for that. Wow
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Stephen Rice

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I just wish she would invite us to the birthday party.  I want some cake and punch.
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jjpljp

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Pathetic sexists.. where did you find the "HER" in this.. BTW the computer is working just fine. Apparently you can't read between the lines.. No surprise.. The modem not being shipped was the point and inability to use it while the other computer is in use. Your sexist twin started the "send it back" BS.. Get a life
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Stephen Rice

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I simply assumed her because I've never met a guy so unreasonable.  My mistake, sorry.

Whats ironic, is I was the one telling everyone to be gender neutral about the kid.  Looks like I'm guilty of making the mistake as well.

Sorry.  I'm an ass and a troll.
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jjpljp

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"She" - ?
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Stephen Rice

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I predict that at least one of us is going to be called racist before this thread is locked down.
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Stephen Rice

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This whole thread reminds me of when I used to sell phones on eBay. I would buy broken iPhones on craigslist for $50 or less, repair them, unlock/jailbreak, fully test them, and then bundle them with a bunch of accessories.  I offered a 30 day warranty to all of my customers.

I would then put them on eBay auction starting at 99 cents and would let the bidding determine the price.  Most phones would sell somewhere between $150 and $200.  After my expenses, I would usually make at least $100 a phone.  It was a very profitable side business.
 
One of my buyers purchased a phone and after she received it, messaged me saying something was wrong.  I forget what the issue was but I remember how hard it was to work with her.  She made all sorts of demands that were very unreasonable.

In the end, I gave her the same two options I gave to all of my customers.

Option 1 was a partial refund.  Basically I would look up whatever my cost was for the phone, and I would refund all of the profit so the buyer could bring the phone somewhere locally for repair.  I did this for probably two customers and it worked out really good for them because the partial refunds were always over $100 and it would cost them less to get the device fixed.

Option 2 was a full refund including return shipping charges.  Basically box the phone up, send it to me, and I would issue a full refund including what it cost them to send the phone back.  

Neither of these were eBay policy at the time.  It was my own personal policy.

Well, this buyer fought me for some sort of unreasonable way of making the option right.   I then retracted my partial refund offer and told her to just send the phone back for a full refund.

She kept delaying the return and making all sorts of other demands.  Eventually she sent the phone back without the accessories and I still gave her a full refund.

She ended up leaving me negative feedback on eBay because I refused to pay for one month of her phone service in addition to the refund.

The thread reminds me of my bad eBay customer.
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Matt B, Viasat Employee

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Well, this thread is fun.  Locking it.

This conversation is no longer open for comments or replies.