repair service cost

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  • Updated 4 years ago
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I put my computer to bed on Monday night and woke up to find no service on Tues. Waited thinking maybe it was something technical due to overcast sky. We had rain the night before. 

After a couple of hours when the sky was clearing some called Exede service. The lady that I spoke to was very nice. She told me I had been offline for 13 hours. She tried to "refresh my service" but was unable to do so.
After confirming that everything here in the house was connected she said she could not get anything and would have to send a repair person.
They showed up on Thurs. They were very nice. They found that the seal on the dish that gets the signal was not sealed properly and had collected water.
They took out a part and replaced it and showed me how it had turned a brown color and replaced the part with one he said should stay sealed better. He also told us that this has been a problem they have been running into.
The person from Exede called me later that day to make sure things were working properly. Asked me If I paid the repair man anything. I told it was working great, he was very nice and no, I had not paid him anything. After telling her I had been very happy with the service we had received we hung up. Made me think about it so went to my Exede and saw I was being billed $95 for the service call in addition to my regular monthly bill. They had already taken the money from my account. I tried to contact them through email and they said they would respond within 24 hours. Still have not heard anything.
My gripe is this and this is the first time I have complained, the problem could not be fixed without a service man coming to our house. The problem was due to faulty equipment. If I had told them not to send anyone I would not have service but would have to pay because of my contract with them.
While I was not charged for the parts, I would think that Exede would stand by their equipment and the service to keep it going properly.
The telephone company does not charge me if there is a problem due to their company equipment.
I think that a $95. service call is totally unreasonable.
I have told people about the good service, the nice people, etc. that I have encountered but this has blown me away.
My husband will probably be calling since we have not heard from them. 
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Nancy P

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Posted 4 years ago

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A. Everett Neuman

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Hi Nancy,
I do understand the point you are making. It does seem a high charge for a known defect that was not caused by your neglect or a natural/ weather related cause.

As you mentioned about the phone company, and their repairs. Well, if the repair is needed inside your home, they usually do have charges for the replacement/ fix. Outside the home, no charge. many company's now offer an repair/ annual coverage for a small charge just in case.

With Exede and their service contractors, a different factor come in to play at times. The remoteness of our home locations. In my case, if i need a repair done, the service tech will have to drive 80 miles or so, which is over a 2 hour drive to my location. Gas, time, wear and tear on the truck, Obama Care. It all adds up.

The repair/ replacement details under the "Customer Agreement (Residential)" state a $14.95 charge if you ship the defective part back to Exede. I know this would require you to have knowledge as to what was the problem/ defect, which you or any of us would not have known about.

The $95 "charge applies for Equipment replaced with an in-home service call", as in the agreement. And I do agree this seems high, but in today's world, service charges are almost common place. Plumbers, washing machine repairmen, all offer some form or free replacement for defective parts. But the charge to get them to your house to find the defective part would average $50 if your local to the repair shop. And likely $100, if you are 80 miles away as in my case.

Here is the oficial fine print covering your's or anyone's similar home repair issues:

(Lease Addendum; Line 4.  Repair/Replacement. During your Minimum Service Term, ViaSat will repair or replace defective Equipment returned to ViaSat's designated address. For the first 90 days after activation of your Internet Service, coverage includes any applicable labor charges for service calls. After the first 90 days, a $14.95 shipping charge applies to Equipment replaced by mail, and a $95.00 service charge applies for Equipment replaced with an in-home service call. You shall notify us promptly of any defect in, damage to, or accident involving your leased Equipment by calling 855 463-9333. All maintenance and repair of Equipment shall be performed by us or our designee(s). ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the Equipment.)
http://www.exede.com/documents/master/customer-agreement.pdf

In an attempt to get some relief for the $95 charge, I would suggest you email one of the Exede reps here on the forum at: exedelistens@viasat.com with you account # and customer info. I can't promise anything, but they might adjust the charge, do to the fact is was a defective item. Or, they might supplement your Gig allotment to help ease the cost to you. Exede does want to keep good customers and your case is due to defective parts.

Hope it helps a little. 
Everett
(Edited)
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Nancy P

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Everett,
Thank you for your response. I do understand what you are saying but think it is surely one sided on Viasat's side.

I guess my concern in all of this is the amount of the charge and it being faulty equipment. Seems like Viasat does not take any responsibility for their equipment.

Maybe it is time for customers to make up their own contracts.

Guess I should be happy that God did not cause a huge storm and I had to replace everything.

As I said, we either have to pay a huge amount for service, or we go without a signal and still have to pay for our contract.
Seems like a win-win for someone and it surely is not the customer.

Thanks again for your response. I have heard from a rep and sending them the info.

Nancy 
(Edited)
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A. Everett Neuman

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Hi Nancy,
I do hope they work out a deal with you. It just makes good business sense. Even if you had known the dish's TRIA "receiver/ transmitter, was damaged/ wet. The idea of shipping it back to Exede for $14.95 and then have the downtime waiting for the return would not go well with our online connected lifestyles.

I do think they will do you right now you have written them through Amber. Let us know the outcome because as customers, we could all have the same issues pop up.
Everett
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HMC1940

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Another thing is that the repair people and installers are NOT Exede employees. They are contractors that Exede  uses. Another thing you have to take into consideration that $95.00 service charge covers all repairs to the equipment. Doesn't matter how long they are there. If there for say 2 hours $47.00. That still is sounds pricey but if they put any type hardware on your dish that is included. You go into hardware store and buy something can be pricey too . At least is here in MI. Husband had to buy some stem things to keep faucet from leaking and they were metal and plastic and were$8.00 for each. Needed 2 so $16.00 there. 
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Nancy P

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I get it that they are contracted out. Seems a waste of money and they would have their own employees. Also I would have thought the repair person could work with the customer on their charges. The repair is one thing and paying for their faulty equipment is another. As I said, this is suppose to be made for outdoors. You would think that the seal would be better. This man said they had a LOT of them going bad. That should tell the company something. I guess if they can charge that amount they are not concerned. 
Just not happy about the price. 
I bet it is cold where you are. 
Thank you for responding. 
(Edited)
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Exede Amber, Employee

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Hello Nancy, I understand. I can look over your billing on your account. Please send your account information through email to exedelistens@viasat.com, and I will get on it.
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Nancy P

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Thank you, Amber, I have done that, 
Nancy 
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Exede Amber, Employee

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Thank you Nancy, I have received your email and I will be responding shortly.
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Nancy P

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Thank you, Amber. You have been so helpful. 
Nancy 
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Exede Amber, Employee

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Thank you for taking the time to speak with me today!
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Nancy P

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Amber, I do want to say that my experience in talking to Exede and to the repair person is they have all been very polite. None has offended me.
It was just a very unexpected situation and I felt the company should have take more responsibility.
I do thank all of you as well as the people that have responded to me in the community. 
Nancy 

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