Poor customer service - even when area shows one bar - won't void contract even when service will not work - BEWARE

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  • Problem
  • Updated 1 year ago
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Dear Mr. Dankberg, Fellow Excede Customer, or Associated
Party:


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,

 

Shana 

An Unhappy Excede Customer


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Shana Neely

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Posted 1 year ago

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Tim Spake

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It's almost like they are proud of being able to not provide the service you paid for. Try small claims court against the installer. Good luck
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James

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installers are only contracted by exede to install and setup, if they did all they can to get it working properly then it is on exede to make it rite not a individual installer unless the installer lied about it.
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Bev, Champion

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Shana, you have been asked to send an email and, told that you have a bad install and that it would be made right but, apparently you do not wish to do any of that. You signed the contract, of course they are not going to waive the termination fees for a problem that can be fixed.

A technician needs to come ad relocate your modem, which is working properly, just dos not belong in the attic where it is. Your service works, the modem was placed poorly on the install is all and that can be fixed. Email exedelistens@viasat.com as you have been asked to do numerous times.
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Judy

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If Shana has done all this contacting with exede, why have they not solved her problem? Bev, you seem to know what to do, why is exede not working with her on this. In all her contacts no one told her to report the installer and make them come out and do it right. It is not her fault that they put it in the attic, altho I would have said no way, but she probably did not know. Everyone complains 
about the customer service, but it never gets better. 
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Tim Spake

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What she said!
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Shana Neely

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Bex, can you please give me your direct number so I can contact someone who can help? I'd love for Excede to make the service usable, however, I honestly don't think that is possible. In all honesty, I'd just like you all to void my contract so I can move on. This situation has taken way too much unnecessary time, effort and frustration. Can you direct me to a person who can help ??
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Gwalk900, Champion

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Shana,

The Community Forum Mods are corporate level employees. As such they have more horsepower.

After having posted here in the Community, I would follow through on the suggestion of sending that email to Corporate. There really is nothing like having the Boss focusing on an issue.

The fact of that modem being installed in a garage attic goes beyond ridiculous.

This should be a very easy (and no cost) problem to fix.

  

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Shana Neely

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Hi and thank you. I did email and I previously mailed a letter.  I truly just want to be excused from my contract.  That's all- just released from contract. thank you.
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Tim Spake

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So we have a person that may represent Exede say "you have been asked to send an email and, told that you have a bad install and that it would be made right but, apparently you do not wish to do any of that." Then we have the customer with the problem say " I've called and emailed;" and "I've talked to two service reps, a supervisor, mailed a letter, sent emails and notes my experience on the blog here." Seems like Bev was quick to put blame on customer just like Exede does. It was their installer that did this and they should make it right. Making a customer pay for service they can not use is low and then to tell the customer they have to take it for 2 years is even lower.
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Matt B, Viasat Employee

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Shana,

Exede Brad, Exede Diana and I are located in the corporate office, waiting to assist you.  We three monitor the ExedeListens@viasat.com email inbox.  We have yet to receive an email from you.  

As representatives at the corporate level, we have the ability to help you in ways frontline Care agents do not.  We are willing to help you out, but we need to work directly with you to determine how best to do that.  

Send an email to ExedeListens@viasat.com.
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Shana Neely

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My apologies. This is. Not the email address I initially used. I just resent my letter now. It was also mailed us postal.
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Tim Spake

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Shana, please post the email that you send to these reps here so we all can see the action or lack thereof. Thanks.
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Shana Neely

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My apologies. That is not the email I initially used. I just resent it now.
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Diana, Viasat Employee

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Tim, is there anything we can do to assist you with your account? 
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Tim Spake

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No, you have tried and failed to often. I am kind of like Meat Loaf now "
So now I'm praying for the end of time
To hurry up and arrive
Cause if I gotta spend another minute with you
I don't think that I can really survive
I'll never break my promise or forget my vow
But God only knows what I can do right now
I'm praying for the end of time
It's all that I can do
Praying for the end of time, so I can end my time with you

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Tim Spake

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My problems are very slow speed in times I can't use for viewing. No fix.
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Gwalk900, Champion

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"My problems are very slow speed in times I can't use for viewing. No fix."


Yes, there is a fix.

Assuming you have completely troubleshot the system to eliminate any local issues, of which there can be many, then we must conclude the problem is on Exede's end.

If network/beam/gateway congestion is indeed the root cause then VS-2 WILL be the solution.

The delay of VS-2 were beyond Exedes control. It is heading, slowly, towards its final orbital position, Once in place, and final testing and alignment is completed then it will take much of the load off from VS-1, thereby improving performance to those users that remain on that bird.

Your only other option is to cancel.

Your continued "sour grapes" for a situation that is beyond anyone's control at this point is coming off as a bunch of juvenile whining.

Its the price we must pay for rural living.


.   

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Tim Spake

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My speed is fine around midnight and on but not when I get home from work. My 2 years is up before VS-2 comes on line. I don't give a crap how it looks to you. I was sold on hi speeds and have been told just to bend over and take it "up to". As many people that can see how this company treats it's customers the better. I don't have much choice where my new house is but the cost of phone 4G hot spot may well offset the price and slow speed of Exede.
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Diana, Viasat Employee

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Hi Tim,  
Please review the information about slow speed with satellite internet. There are so many factors that can cause slow speeds, especially during peak hours!
Providing the best quality products to our customersis very important to us.  We value all our customers, Tim - they are thereason for our existence.  
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Stephen Rice, Champion

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I'm gonna get an extension cord and put my modem in the attic.  
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Andy Schack

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You're baaaad Stephen LOL

Andy
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Susan Jenulis

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I just finished a "slow speed" problem that also affected my printers.  I worked with Tier 2 and Tier 3 tech support for just about three weeks.  This was a complicated situation that was not easily resolved.  I do not blame this company for poor service. In my situation  they couldn't pinpoint the cause and I understand that each home internet connection has it's particular resolutions.   It is fixed now and I am thrilled.  Strangely enough it was the modem.  Once it was replaced, I"m up and running full speed.  Don't give up.  The service is a must for those of us in rural areas, it's this or nothing.  I have had about 5 or 6 problems with internet situations over 10 years with exede,,,, all have been rectified.  I took out the service insurance exede offers and it has paid for itself.  Let me encourage all of you to look at that.  I know my service technician by first name and wish to congratulate him for resolving my problem.. thank you Carl.  To those still struggling, don't give up.  I can't,,, there's no other option for me.  To be honest, I'm pleased with the service they offer. Every situation is different.  
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Diana, Viasat Employee

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Susan, Thank you for your valued feedback!   We really appreciate customers who let us know whenthings are corrected!  Have a great weekend.