Why was I charged for a repair that was not my fault?

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  • Updated 4 years ago
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I just noticed that I was charged $30.00 for a man to come out to fix a problem that was caused by the installer. It was a hanging wire that was hot and could have caused lots of damage to my home. Why was I charged for a repair that was the fault of an installer Exede sent out. This is really not fair.
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Joann Watson

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Posted 4 years ago

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Jim

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If you called during your 90-day installation warranty period you should not have been charged anything. After 90 days the usual service call costs $95 but Exede often discounts the fee under certain circumstances. Explain what you mean by "hot" wire. Did the same technician do the service?
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Kaotic Technologies

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Technicians shoukd never be dealing with any real electrical iszues unless they have training

And yes, explain what you mean by hot
(Edited)
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CyberGhosT

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Are you referring to the "Ground" wire they connect on install ?
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Joann Watson

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There was a green wire hanging at the side of our house by our electric meter box. Green is ground so when it touched a wire why did sparks shoot out and it killed the exede box in the house. this was done by the installer so why should I pay money for them to fix it? Oh yes, what else could have happened with this wire just hanging there.
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Old Labs (VS1-329-L12FZ)

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The green wire is in fact a ground wire but not hot (assuming it is coming from the dish). It apparently did however touch a hot wire completing a circuit and thereby becoming hot. The ground wire should have been attached to a grounding block and that to your electrical ground (typically an iron rod driven in to the ground near the meter) at your electrical meter at the time of the original install. If not the current would return to the dish and eventually to your modem, most likely killing it - I assume and hopefully the circuit breaker for your modem's circuit flipped off preventing any further damage.  

If not properly grounded at install and with some proof then you shouldn't have to pay for that - although ground wires can over time come loose from the grounding block if not securely attached.

Actually I'd be more concerned about what wire it touched - had you touched that wire yourself, you would have completed that circuit... hopefully that circuit's breaker would flip off  quickly in that case.

But then again I only know enough about electricity to kill myself...

I'd send an email to one of the moderators (ViaSat employees) here at exedelistens@viasat.com.       
(Edited)
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Exede Lindsey

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Hello Joann,
 
Thank you for reaching out to us, I agree with Jim, if you’re outside of your 90 day install period there would be a $30.00 service charge, unfortunately you were held to that service fee because of this. I do apologize you had to come out of pocket for something that does sound like it may have been the techs fault. Please send me your account and contact info to exedelistens@viasat.com. Thank you
(Edited)
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Josh

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wait to my understanding if it not a problem cause by the customer then there is no charge to us, that is why people "LEASE" equipment. is that not the whole point of leaseing the equipment?
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Brandon

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No, you lease the equipment so you don't have to pay for it up-front. You are still liable, as you are the one with the modem and dish. 
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Josh

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then why do they want the equipment back when someone cancels service? either the equipment is theirs or the customers can't be both ways. leasing is renting it basically.and since I am leasing the equipment then it is mine after the contract runs out correct?
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Old Labs (VS1-329-L12FZ)

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Under a leasing agreement/contract, the lessor (in this case ViaSat) owns the property or equipment and you pay for the "privilege" of using it on a monthly basis. It remains the lessor's property and must be returned at the end of contract, or the contract must be renewed or otherwise extended. During the lease period you are responsible for maintenance and are typically not charged for replacement of the equipment unless you "accidentally" took a sledgehammer to it; however, after the initial 90 day period you are charged for the installer's visit if needed - they've got to eat too.

Failure to return any leased equipment or property results in a charge, often exceeding its value to encourage that return (the used equipment does have some residual value to ViaSat, however little or no value to you).

   
(Edited)
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Josh

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ok so then it is the lessor's property therefore they are responsible for any damages that are non customer related nor caused by the customer. what leaseing agreement/contract? me nor any of my family have ever signed any agreements.
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J&J

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You entered your electronic signature when the system was installed.
You lease the equipment, it's yours for awhile.  You give it back at the termination of the lease (service).
If you lease a house, the owner isn't going to come every light bulb that burns out. and you return the house in same condition as when you leased it.  Not much difference with Exede.  If you rented, it would be a different story.
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Old Labs (VS1-329-L12FZ)

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See http://www.exede.com/legal/

Most courts recognize a contract as being valid without a signature once both parties exchange something of value - they installed, you paid. But I'm not a lawyer, for that I generally recommend the law firm of Dewey, Cheatem and Howe:



   
(Edited)
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Jim

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Installers are strictly prohibited from doing the electronic signature for the customer. Unfortunately some installers do it anyway. I would love to hear from a legal expert how it could be proven that a customer did or did not do the E-sig.
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david, Champion

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Mine did. He didn't know I was looking over his shoulder when he did it.
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Josh

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ok I guess what I am trying to say is , I pay rental fee every month on equipment, so if that equipment gets hit by lightning they will replace it I assume at no cost to me? cause it would not make sense for me to pay for new equipment then give it over to them if I ever cancel service.it is the same as purchaseing the equipment just paying a little bit each month till it is paid off.
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Old Labs (VS1-329-L12FZ)

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Technically, no. If you're subject to the standard customer agreement, you are responsible for loss or damage to the equipment (check to ensure its covered under your home insurance). If you lose it, it gets stolen, etc. you (or possibly your insurance company) pay for it not the replacement.

All covered under the lease addendum:

http://www.exede.com/documents/master/customer-agreement.pdf

    
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Matt F, Viasat Official Rep

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Hi Josh, Old Labs is correct. You can find all of the relevant terms spelled out in detail at http://www.exede.com/legal/. I'm not a lawyer either, but I do know that in cases where a home is hit by a natural disaster or something similar, ViaSat may decide to waive equipment or termination fees on a case-by-case basis. We hope no one ever finds themselves in that situation, but if they do, they should definitely let us know!
(Edited)

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