Unsatisfied with Wildblue

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
  • (Edited)
I want to share with you how TOTALLY UNSATISFIED I am with Wild Blue - to the extent that I'm checking out other internet options. I have had disruptive connectivity for weeks. Have called in several times and work daily on trying to get connection. I have been on the phone over 30 minutes this morning, most of it on hold listening to your irritating hold music. I CANNOT get someone to schedule me a service appointment. They tell me to check things that I cannot do. The connections they tell me are there are not...or at least I cannot find them. This is like having your car break down and the mechanic wanting you to fix it yourself while he "walks you through it" on the phone! This is THE WORST CUSTOMER SERVICE I have ever experienced.
Photo of Sharon Van Horn

Sharon Van Horn

  • 0 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 1
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
Hi Sharon,

First and foremost I am sorry for the frustration. We first try to troubleshoot issues on the phone over sending a technician out because a lot of issues can be fixed in a manner of a few minutes by doing some troubleshooting as opposed to having to wait a few days on a service call. However if the troubleshooting is difficult or something you're unable to do, the agent really shouldn't be pushing back like that. If you're still having problems please email me at exedelistens@viasat.com with your account information and I'll try to set something up for you. Keep in mind without being on EasyCare a service call runs at $95
Photo of vince mattingly

vince mattingly

  • 36 Posts
  • 11 Reply Likes
I hate to go negative but how does exede justify a $95 service charge to repair its own leased equipment? We don't own the equipment but pay to use it so we should then be able to have our bill reduced by the number of days the service is not working. FYI.
Photo of Brad

Brad, Viasat Employee

  • 3047 Posts
  • 1069 Reply Likes
Those are the costs to pay for the technicians and labor. The EasyCare plan will allow for a free service call, and it's commitment-free (can add & drop as much as you'd like....just as long as you have it for 90 days after an appoinment). We will be more than happy to work with customers if they do not have the service while waiting for an appointment as far as the bill goes. Keep in mind if you have no internet you do the right steps, call set up an appointment and for some reason nothing is available until next week, I'll have no problem crediting.