Unhappy with service

  • 2
  • Problem
  • Updated 3 years ago
  • In Progress
  • (Edited)
Allow me to tell you a customer service nightmare. Called 4 days ago about internet being out. I scheduled a repair for 11-2 on 11/8. We work during the week so I hired somone to come be there for the technician. I call on 11/7 because I have a funny feeling I better confirm due to having so many bad experiences with Excede in the past. They state that the installation is now 2-5 I ask who changed they state it was never set for 11-2. 1st lie they gave me. So I contatct person hired and see if they can be there from now 2-5 and pay additional money . I call at 12:00 on 11/8 to confirm for the technician to call me so I could give instruction on somone coming over to be there. and to call me on the number I provided them They say they will send a urgent message. 2 hours later no reply I then call customer service back again they say they will send another urgent message to the technician to call me on my cell phone as well as update the number on my account. 2 hours later no call. I call back to customer service and they say they will call the technician I wait on hold 20 minutes , lady comes back online and disconnects call. I call AGAIN to customer service they say no urgent messages have ever been sent and no way to speak to the lady that hung up on me and he stated that he apologized that I was lied to that they cant call the technician. A man named George called from dispatch to tell me that he tried calling my cell and left me a message (another lie) that the technicians truck broke down and will not be out of the shop for a week and then they can send him out to repair. It is sad that this company boasts customer service yet does not care that you offline for almost 2 weeks, out over 100.00 for somone to sit with no updates. Take this as advice before switching or subscribing to this company.
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william jones

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  • HUGHESNET is looking better and better

Posted 3 years ago

  • 2
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Diana, Viasat Employee

  • 2450 Posts
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Hi William, We do care. Wealways look to provide the best service on every level. I apologize if wehaven't done that for you. Please send an email to exedelistens@viasat.com so we can review your account.