Poor Customer Service

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  • Updated 2 years ago
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Becky Henning Walker

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  • Beyond frustrated. Tech support call #1 today: 25 min. hold. Never got through. Tech call #2 today: 50 min hold. Never got through. This is after getting a run around the first time I called for help several weeks ago. Turns out Exede was unaware

Posted 2 years ago

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Becky Henning Walker

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Oh, and I can't even write my whole post!! Convenient!
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Brad, Viasat Employee

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Hi Becky,

Please email us at exedelistens@viasat.com. while we can see some long hold times we do have options such as emailing us at the email address I just provided (although if you need technical support calling or chatting in would be far, far more effective and quicker). You can also do a live chat on exede.com under the contact us page.
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Becky Henning Walker

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Part 2 of post: Turns out Exede was unaware (??) that my "retailer of record" no longer offers Exede or services the accounts. They created a trouble ticket and assigned me to this retailer for the service necessary, but never heard back from anyone because, of course, they no longer work with Exede.
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Becky Henning Walker

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Part 3 of post: Why does Exede not know this and switch all customers to new "retailers of record" when a retailer leaves Exede?! So, last week I was told I couldn't get a new "retailer of record" after a 72 hour wait (plus a weekend), which is required BEFORE I can get a trouble ticket placed.
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Becky Henning Walker

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Part 4 of post: But of course, now I can't get anyone on the phone to tell me if I have a new "retailer of record" or let me get a trouble ticket started. I have had no internet (hardware failure already determined) and haven't had any for about 10 days now!!
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Brad, Viasat Employee

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Hi Becky,

This forum isn't tied to your account, Please email me at the email address provided (exedelistens@viasat.com) it sounds like you are in the process of what we call a sales channel request where we set you up with another dealer in the area. For immediate troubleshooting the phone call is still the quickest route but if this is something you're waiting on we can look into this and see what the hold up is.
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Brad, Viasat Employee

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From there I can create/escalate a ticket to do this and credit you properly, but again since this forum isn't a direct way to communicate your account to us nor is it linked to your account I'll need this via email (due to privacy concerns) 
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Becky Henning Walker

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Can't chat on iOS. Sent email.