Returning equipment

  • 1
  • Problem
  • Updated 11 months ago
  • In Progress
  • (Edited)
I stopped my service in April 2017. I called Exede, gave them my new address, as I wouldn't be at the old address when their return box arrived. Of course it did not come, and of course, they took $327 from my checking account. I called, they stated they did not have my new address. Gave it again, waited 3 weeks for box to arrive. Finally it did, loaded it up and sent it off. Waited another 3 weeks for my refund. Guess what? It didn't get posted to my account! I called, first they couldn't find my account info, then stated that they did not receive my return equipment. I had sent this UPS, in their prepaid postage. I had dropped it off at a UPS store. Do I have a tracking number? No, cause it was prepaid, and the counter person just took it. So now it looks like I get nothing back from their crappy equipment return, and they got my $327.00. I am so pissed!
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jean

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Posted 1 year ago

  • 1
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Brad, Viasat Employee

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Hi Jean

Please send an email with all of that information (tracking number, ect) to exedelistens@viasat.com and we'll look into this for you and have our logistics team get involved
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jean

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That’s the problem, I can’t find my tracking receipt: however it seems to be a recurring, ongoing problem noe, doesn’t it. When I called in August, I was told to bad, and when I asked to speak to a manager, was told someone would call me in a few days! Well that never happened. This company is unscrupulous! Taking g people’s money from their account, then claiming they never got the equippment! You should all be ashamed!
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stephanie conwell

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That's so funny that's EXACTLY what's happening to me right now. I returned my equipment, they say it's not there, therefore I get charged $318 and they have to "open a ticket" to get some incompetent person to search their receiving warehouse to see if my equipment is there. Here's an idea and one that might just stop everyone from never using Exede again, have a better functioning receiving dept. Employ people who will actually do their jobs not just stack box after box and let it sit there. Your company doesn't listen and your logistics team is clearly a huge joke. I had nothing but problems with Exede when I had them.
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jean

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It won’t happen Stefanie- this company is so incompetent!
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Cheryl Adams

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Exede over billed me on my final bill as well. However, they stated that I did not return the transmitter attached to the satellite transmitter. Exede over charges for their slow speed data, rips off their customer's for data speed they never supply and when you close your account, they'll make one more attempt to tap out your pockets. It's more than time to stop playing the victim and start a lawsuit against these crooks.
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Bev, Champion

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Stefanie, please send an email to exedelistens@viasat.com with all of the relevant information so that they can look into this for you, and get that corrected.
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stephanie conwell

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A word of advice, good customer service also involves spelling names correctly. There has never been nor will there ever be an "F" in my name. I hate this company so much people should not be going through this so often. Also your employees or the third party you all use lied on the phone and said this isn't a common issue when clearly it is. Exede needs to take some responsibility here.
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Old Labs

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FWIW, Bev is no more a ViaSat employee than jean is - based on the time stamp jean made the spelling error first and Bev may have simply picked up on it.

Bev's advice is your best bet regardless of spelling; it's probably the same advice you'll get when someone identified as an employee eventually responds to you and is the common employee response to most problems here - part of their job is moderation of disputes.

Don't shoot the messenger, she just saved you some time in taking action on the advice... this is a customer to customer self help support community, not a direct ViaSat support venue - most problems like this are handled in private than in public. 

Sending an email specifically to the exedelistens address provided will bypass some of the normal bureaucratic support process toward a more successul resolution if possible.

jean should also do the same if she already hasn't - send a tracking number if available, but if not account and contact info either way may help in tracing it down. 

For what it's worth however an employee may not even respond - the employee response was given some 3 months ago by Exded Brad above - they tend to ignore posts that have already been responded to and marked with a specific progress - best to open a new posting thread and not piggyback on an older one that may go unnoticed if wanting a direct response.
(Edited)
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jean

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Exede should listen- this happens way to often now doesn’t it?
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Jean Buell

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I did hear from Exede listens this week. No help whatsoever! Sorry about your name spelling, Stephanie. All they said was send a tracking number. I don't have one. It was returned in their prepaid label. It shouldn't be that hard. Obviously they have a crap load of boxes there that have not been credited to their ex customers!