Not happy with service

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
Exede is the absolute worst internet I have ever used (since the days of dial-up). They promised me all kinds of download speeds and basically pie-in-the-sky internet. When things didn't work like they should I started troubleshooting according to the website, and then googling to troubleshoot. That's when I found out that there was no troubleshooting. It's just a bad service. They can't keep the promises they made...but you have to keep paying your monthly bill. So I waited until I could get better service...until it became available in my area...and I called to disconnect Exede. Now they are saying that regardless of their complete disregard for their promises, I have to keep up my end of a deal and pay almost $200, or they'll turn it over to collections. One guy tells me my satellite is pointed wrong and I should have called...another guy says he can't see any problem with my service, he can only see where I have unplugged to reboot the modem (which we apparently do just for fun over at our place). Then they say I'll get a call back that I never get. One conflicting story after the next and still they say I owe them these fees. I doubt this post will stay up long. I just hope it stays up long enough to make a little difference. I am going to make it my business to make sure no one on the internet EVER purchases this service without knowing what they're getting into first. This is a company that makes it's money on bogus fees because they know people are going to cancel.
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Todd Tilghman

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  • very frustrated

Posted 2 years ago

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Todd Tilghman

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Who changed my title? I titled this post something like "Exede makes its money by charging bogus ETFs" I mean, that's not the exact wording, but something like that.
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Alex, Viasat Corporate Communications

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Hi Todd. I changed it because A) we don't make money charging 'bogus ETF' fees (the equipment we install at your house is pretty expensive and we'd much rather keep you as a customer) and B) we try to keep the headlines relevant for search. If you'd like to email us at exedelistens@viasat.com we can look into your issue and see what we can do.
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Todd Tilghman

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I understand what you're saying, but A) You get the equipment back. and B) Before I even posted this I actually searched ETFs and Early Termination Fees with some success, but only because I opened threads and read into them. I guess the titles were changed to keep them relevant to searchers? Like who? Me?
(Edited)
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Brad, Viasat Employee

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Please email us Todd and we can look at this for you and help you out. As Alex said we occasionally will relabel topics for search visibility to help future customers and as our forum rules state we are within our rights as the moderators of the forum to do this. Please email us and we can look into your ETF fee complaint further.
(Edited)
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Todd Tilghman

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I have already contacted the company on several occasions. This morning, I am still waiting on that call back I was promised last Friday (Thomas SLV 1918). I attempted to reach him several times yesterday with no success. I've stated my piece here BECAUSE I reached out to the company with no resolutions whatsoever. Now, I think I have adequately covered my position here as well. I can safely withdraw from posting/replying here... But I am now making it my personal business to let the world know what this company is. BBB and every other consumer agency that will listen...every site that will allow me to post...probable legal action if I'm turned over to collections. I can be just as stubborn as you guys.
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Grumpyoldman

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Unfortunately for some of us there is no alternative. Where I'm living the cheapest broadband service would cost me $700/month with only 100GB of data.That being said the only thing that gets me hot is paying for  service call when their leased equipment fails through no fault of the user. And if you have the boost service, the router sucks. You can't have Ethernet and wireless and expect to see the whole local network, Ethernet can only see Ethernet  and the wireless can only see wireless. I put my old router behind theirs so I could take advantage of my Gb Ethernet adapters.  
(Edited)
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Gregory Davis

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I can see why they changed the title - whoever did so was to show us, the exede customers, that they are being open and not trying to hide their complaints. The title change was so that we, their customers can see (on the right side of my display, others that hve complained about similar "NOT HAPPY" issues. That's the only reason I'm responding to this - I have been on the phone with their customer service personnel several times (a happy customer since 2007) and have ALWAYS gone away with being satisfied with the answers, help provided, or resolution to my issues.
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Todd Tilghman

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I have spoken with customer service several times as well, and I have never had a good experience. I spoke to ONE guy named Thomas who was more helpful than the rest. The others just wanted to talk over me and let me know why I was wrong and they were right.

I will give you this advice Gregory (if you are not employed by the company). Be THANKFUL. If you search Exede internet on any major search engine out there: google, yahoo, bing, etc. You will find that you are the 1% (if the percentage is that high). I am very safe in estimating that literally almost no one is satisfied with Exede, according to internet reviews.
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Steve Frederick, Champion

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Todd, you obviously are upset about something, from what I can gather from your posts is that you are having a bad day. 

I have been with Wildblue and Exede since 2008 nd have never had any problems that they didn't respond to very quickly, which, by the way, was only once when my modem was obsessed with disconnecting several times a day.

I am not sure where you found that statistic that only 1% of ViaSat's customers are satisfied, but if you found it on the internet, it just has to be true. There are in excess of 650,000 subscribers, so they must be doing something right. Many of us have been out of contract for may years, so we are not committed to stay because of ETFs since we long ago satisfied the 24 month contract requirement.

I am a ViaSat customer, and not an employee. ViaSat provides a very necessary service for us folks living in the country, with only two choices for internet, both satellite providers. I am happy for you to now have another choice for high speed broadband internet. We all would love that option, but many of us know that will happen only when pigs fly.
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Todd Tilghman

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All I am saying is search the web. I understand that not everything on the internet is true, but we also mustn't keep our heads in the sand.

If a large number of consumers are taking time out of their lives to go on websites and post reviews, and only a very small percentage of those reviews are positive, we would be purposefully ignorant (which is technically stupidity) to believe there isn't SOME truth to the claims.

Now, I believe completely that some people are sour grapes, and I guess there is the possibility that competitors may have sent some reviewers. That second one is less likely, though, because then we would also have to weigh the possibility that Exede sent some as well, and the negative outweigh the positive ten to one at least.

I'm not having a bad day at all. I am actually having a pretty good day today. I just happen to be a person who will speak his mind, and I happen to be a person who doesn't shy away from a little bit of conflict because there are people on the other end of the phone (or the keyboard) who either are rude by nature or have been taught to talk over customers and try to be intimidating.

Are the employees at Exede having a bad day? I've been told three different stories about what's wrong with my service (why it hasn't worked from the beginning as advertised) and at least that many stories as to why I still owe Early Termination Fees even though they did not provide the service they told me I'd be getting...let's remember I faithfully paid my bill. Maybe we can deduce that they're having a bad day because I still haven't received a call back that I was promised? Or maybe because the notes on my account indicate that 'corporate' answered a question that was submitted in a ticket when I (the paying customer) clearly stated that I don't want emails and tickets. I want to talk to real people. I was assured I would get that.

Today, I am actually settling as I wait for a call back from the man I spoke with Friday, when he told me my call would be from a representative from corporate. 

So I can guarantee you and this company that, because they did not fulfill their promises, they will not be getting any early termination fees from me. If they do not waive them (since I faithfully paid my bill without receiving the advertised service), then I will take further steps. I am in a position to pay almost no legal fees because a good friend is an attorney, and I would pay twice the amount in legal fees if I had to on principle alone.

This is not a bad day. This is a raw deal and a customer that may have just had one too many of those.
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Jan Corlew

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A word of advice to you, should you terminate service. When they sent the box and shipping label for the return of equipment, make sure you send it back registered and someone has to sign to receive it. I fought with them for several months over the fact that they said they had never received the equipment and continued to charge me for it. Even though delivery tracking said they did get it.
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Todd Tilghman

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That sounds right.
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Bev, Champion

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The problem is that if people are happy with something they rarely take time to compliment whatever it is but, if one little detail displeases them, they will complain as if the whole shebang is the worst thing in the world.

Take a restaurant for example. You get a perfectly cooked, great tasting meal, odds are you might tell a few local friends but won't post online. Everything is perfect except the mashed potatoes were lumpy and the server was slow in refilling your beverage, suddenly the food  and service are both terrible and, you'll complain on any rating site or the restaurant's site if you can find a place to do so.

Yes more complaints than compliments online but that's human nature. I've had Viasat service for years and sure, I've gotten a hold of a few head in the sand scripted reps and a couple that made up reasons for minor problems I have called to get help correcting (some quite amusing.) But overall, I like Viasat and they do USUALLY try to resolve problems as quickly as possible.

It's inevitable that they will get a few air heads that want to sound like experts when they hire a support crew the size of thiers but, most of the reps do try to help provided the customer cooperated with doing the troubleshooting they request and, providing the requested information without yelling at them.
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Todd Tilghman

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It's nuts to me that so many people on the web in general are so eager to tell the world what a terrible experience they had with this horrible company, and yet here on their own forums I have already found three people who think they're amazing. That's not suspicious at all.


I called and spoke with several very rude people. I'm sure that's somehow my fault according to all the satisfied customers on this thread, but it happened.
(Edited)
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Todd Tilghman

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*also, you can find good reviews for quite a number of companies and establishments. So I don't know where you base your logic, but it's not in actuality. Just go look...

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