Terrible Exede Voice Customer Service

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  • Problem
  • Updated 6 years ago
  • Solved
Archived and Closed

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Had problem with internet and voice adapter. Tech came in two days.  Replaced modem to fix internet and confirmed that voice adapter was "dead" - no lights, tried several things, not working. However, he could not replace the adapter because they are not allowed to have them on the truck - I needed to call Exede again and talk to the voice folks.  Voice folks wanted me to trouble shoot again while on the line.  I explained that I could not do that because I have no phone service because voice adapter not working (I was calling from a friend's phone).  I offered to give cell phone number of Exede tech that confirmed the adapter is dead.  After going back and forth on that issue, rep agreed to submit a "ticket" for a replacement - which will take 3 to 7 days!! - she could not do any better.  Asked to speak to supervisor who confirmed that is "company policy" and said there is no manager above her that can do any better.  We are in the boondocks and not having a phone is a big problem.  Exede folks are nice on the phone but powerless to provide quick service when equipment breaks.  I will probably switch back to landline when my 6 month commitment is over. 

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Mike

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Posted 6 years ago

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Bev, Champion

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Well, Yes, they have to send you a new voice adapter so, it will take 3 to 7 days to get there. You, me or, they cannot make the delivery truck go any faster.
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Alison Hopper James

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He's point was they don't carry them on the truck ..Which would be much more convenient than having to wait on one in the mail... Like with   said " My land line wouldn't be turned off till Voice was activated well they turned it off and when i called they said  " The only way it was able to b turned off is cuz my account had to be activated well guess what when he looked at acct nope it hasn't been activated so its annoying .. So that's my issue ..And Mike I agree with you !!!!!

(Edited)
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Jim

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NEW PROGRAM COMING SOON: Exede Voice Adapters Available for Self-Installing Dealer Installations!

Currently scheduled to launch in late July, this new program will make Exede Voice adapters available to Self-Installing Dealers so that S/I Dealers are able to install Exede Voice service at the same time they are installing a new customer’s Exede Internet service!  No longer will customers need to wait for their Exede Voice adapters!

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ExedeCrystal

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Mike,
I apologize for the inconvenience. It does take 3 to 7 business days to ship out a new adapter and our Voice Tech department have to inform customers of this time frame. Please send an email to exedelistens@viasat.com and I will be more than happy to address your concerns with the downtime. Thanks.
ExedeCrystal
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kjboxers

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I apologize for the inconveniece.. I swear if I hear that phrase one more time I am going to run screaming around the block.

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Bev, Champion

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I apologize for the inconvenience but,Kjboxers is running around the block screaming. P

Sorry, couldn't resist.
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ExedeCrystal

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Mike,
I'm glad I was able to assist you with getting your issue resolved. If you have any other problems, please let me know. Have a great weekend.
Sincerely, ExedeCrystal
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Mike

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Thanks for your help, Crystal.  Everything is working now.  Best to you and yours on America's Birthday,  ... Mike.

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