return equipment

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  • Problem
  • Updated 2 weeks ago
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Trying to return equipment to Viasat.  They sent a box, but to a location that does not get UPS delivery.  I asked for a new box to be sent to another location.  4 phone calls later I was told that the second box never shipped.  I was then told by Tonya, a customer service supervisor that she would email me a shipping label so I could print and take to UPS and ship.  I was told that I would get that within 48 hours. It has been 48 hours and still no shipping label has been sent to my email. I have never had such horrible customer service in my life.  This is totally uncalled for, how hard is it to send an email with a shipping label??  I have 13 days left before the 30 days is up.  I need to get a physical address to send the equipment back to Viasat and was actually told by a customer service agent that she did not have an address for me to send the equipment to.   NOT sure what recourse I have, as I can't get one single customer service person to help or follow through with what they say they will do. 
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Trish High

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  • frustrated and helpless

Posted 2 weeks ago

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Stephen Rice, Champion

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Do you have a tracking number for the original box that was shipped to you via UPS?  If so, you may be able to call UPS and get them to hold the box for pickup.


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Matt B, Viasat Employee

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Trish,

The address is:

2200 OUTER LOOP
LOUISVILLE, KY, 40219, US

If you'd like, I can also take a look and see what's going on with your second request.  Just email us at viasatlistens@viasat.com!