Technician Complaint Protocol

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What is the protocol at ViaSat for handling Technician
Complaints?

I am a new customer who paid for a pole mount installation. 

The technician left before the system was operational when he encountered some problems.   He essentially shrugged his shoulders and left.  The fellow was a construction type fellow with almost zero understanding of the underlying electronics and technology. 

 As a result of my complaint apparently, he received Technician Complaint

Yesterday I inspected the pole mount and determined he did not use any concrete to reinforce the pole mount --  he just drove the pole into the ground.  So I worked around and added three bags of Sacrete around the base.  I complained again to the CSR folks and requested that someone inspect the installation to insure it is in keeping with the ViaSat standards. 

A second Technician Complaint  was opened so that the normal service call charge would be waived since it all occurred during the installation. 

My question is what happens as a result of a Technician Complaint– actually two for the same installation. 
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Bains9999

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Posted 6 months ago

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Brad, Viasat Employee

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Hi. I removed the numbers as that's account specific information (much like why I delete chat logs or agent names on said logs)

Basically the complaint process begins like you indicated. Those complaints are sent to the team that oversees our technicians. Since most of our technicians are contractors we have a team that handles certain regions and areas. They will round back to the installer to remedy the situation if possible (if it was a bad install they are asked to go fix it, holes in the rooms fixed, and so on). In other cases if something bad happens they are ultimately terminated from their contract to install for us.

These do take a bit of time but you should be in the loop.
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Bains9999

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Thank you Brad for your reply.

As you would expect, my confidence in the technician is low.  Walking away from an installation and then lying about using concrete gives me concern.

Your reply caused me further angst.  I really want a different technician who is skilled in the requirements of physical installation and possibly help with the actual modem itself -- remember there are two Technician Complaints involved here.    If everyone is an independent contractor, how does the 'new/different' technician get reimbursed?   As I will discuss with whomever contacts me, I should get some consideration for the materials and labor I had to apply to the installation.   
(Edited)
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Brad, Viasat Employee

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We can always do what's called a sales channel change to give you another person. It's a bit of a process but we can do that too. Whomever follows up on your complaint can discuss the materials you used. 
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Kelli Stewart

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We have the worst experience with a Viasat installer in Wisconsin,  He came in winter to install a new service after our excede stopped working.  He made a small hole poured concrete on top, 3 bags, He had to come back with times to check on if it set or not.  And then promised us that when it thawed in spring he would come back to install properly and bury the cable across our lawn.  He never came.  We called him several times and he said he never promised to come back.  Ever since he installed it we have had an almost daily interruption of our internet going out.  We have called everyone including the sales provider of Viasat who basically told us he can't help us.  We called the installer more times than we can count to have him not answer or get back to us.  And when we finally get through to him and he says he will be out to fix it he doesn't show up.  He even told us if we call and complain and Viasat sends another installer he won't bury our cable for us either.  The cable can't be buried because the whole dish wasn't installed properly in the first place.  It doesn't even catch the signal from the satellite at times.  We finally got a hold of another dealer who uses the same installer who told us he has to keep on top of the installer to get him to do his job for his customers. He called the installer and told him he could lose his license if he didn't get out to finish the job with us.  The installer called us and said he would be out tomorrow, Sunday 6/9/19.  If he comes that would be a miracle since he has told us 3 other times he was coming to finish the job and didn't show up.   Our dealer could care less about our troubles, as long as we are under contract and he sold us service, he could care less the quality of service we are getting.   This has been beyond ridiculous!