Dear Mr. Dankberg, Fellow Excede Customer, or Associated
I regret to feel the need to write such a letter. I don’t have time to do so; yet, I feel that I must do so, in efforts to try to help the next hard-working family from experiencing such appalling, heartless customer service from your company. You must know how terribly disappointed I am in your company’s customer service. I have been in the service industry my entire life, and every company I have owned or worked, there is one common understanding: “The customer’s needs are of most importance. The customer depends on the paycheck that feeds your kids, and takes care of your family. Always treat the customer with respect and uphold to their best interests and needs. Treat customers fairly and honestly, and always ensure satisfaction. “
I regret to say that Excede is the absolute worst company I have ever dealt with when it comes to taking care of customers. I didn't think AT&T could be beat...until now. I used Wild Blue’s internet service for years in our previous home, which was in a rural area. We just recently built a new home. The technician installed our new Excede service when my husband (completely non-technical) was home. The technician mounted the wireless modem in the attic above the garage (WHY? WHO KNOWS? Maybe because it was the easiest thing to do? Maybe because it was within the 150 feet from where he mounted the dish? Who really knows?) at the far left back side of our house. My husband trusted that the technician would “do the right thing.”
The service was terrible from the beginning, and we rely on internet for so many reasons – my work (I work remotely), our smart TV needs (such as watching Netflix or Apple TV), and for my children’s school research. Instead of using the internet we are paying to use, we have had to use our iPhone hotspots the entire time. We tried to use our Excede service for my son's last research project; We had to take the laptop to the garage door to get only 1 bar of internet, so nonetheless, we gave up. Keep in mind that no cable could be run to try for direct connection, because the tech installed it in our attic over the garage! (Unbelievable, to say the least.)
I heavily depend on internet because I have to conduct webinars for work (I work out of my home office, or, rather, I am supposed to; I haven't been able to since we moved, because Excede’s service isn't available except for the area beside the garage where I only get one bar – so it creeps). I've called numerous times and I have been very patient, but for nothing. We even agreed for another tech to come out to try to make it better. The tech was very nice and courteous; yet he, too, admitted that I would likely need to hire an electrician to find a way to relocate the modem and maybe add wifi extenders. Even so, no one could tell me whether it would work - WHO HAS THE TIME OR MONEY TO HAVE TO HIRE PEOPLE AND SPEND ALL THE MONEY JUST IN EFFORTS TO "TRY" TO BOOST THE INTERNET SERVICE THAT SHOULD ALREADY WORK!?!?
I am very frustrated because I tried to handle in a nice, civil way. I've called numerous times and have asked for the service to be cancelled and the 24 month contract be removed due to the lack of the ability to use the internet service. They have declined every time, even though the service isn't usable - because the connection is "live"...not usable, but live.
This beats all I've ever experienced. It is obvious that this company thrives on holding customers hostage to a contract for services that aren’t usable. Through talking with your supervising team (I spoke with Tracy SME57782 the last time), it is obvious that this company does not care about servicing the customer. CRAZY. WRONG. CORRUPT.
It amazes me that companies like Excede stay in business, when hard-working, good-hearted, customer-focused employees, like most of us, do what we can do to make things right and to make people happy every day.
From a very disappointed customer,
An Unhappy Excede Customer