Unfair Practices

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  • Problem
  • Updated 3 years ago
  • Not a Problem
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I am a Wildblue customer and have been since 2008.  I am going to cancel my service today.  When Wildblue changed over to Excede I was notified I needed to change my equipment.  When I called customer service, they informed me that they would charge me for coming out to install the new equipment.  Wait a minute!  I am leasing the Wildblue equipment but they are going to charge me to update their equipment?  They would not mail me the equipment and let me install it either.  I call this robbery. I am a long time customer and you want to charge me to come out to update equipment that is leased because you changed your service?  That's not fair.  The service is on some times and off some times.  They tell me I need a new modem but again want to charge me to come out to fix the equipment I am leasing.  What's the use in leasing equipment?  Goodbye Wildblue.
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Iva

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  • cheated

Posted 3 years ago

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Knight Rider

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Iva,  under normal circumstances yes they do charge for an install.  How ever sense you are upgrading from wildblue to exede I am sure that they can wave then install fee and get you switched over to exede if you still wanted.  Basically for you to switch they have to come up and do a new install, switch out the dish(maybe) and change out the tria and change out the modem and then get the dish pointed at viasat-1(115.1)(exede service) rather then your current pointing to wildblue-1 (111.1).  That is the reason they can not just ship you a modem and you are now on exede service.  Send an email to exedelistens@viasat.com and reference this post and your account and contact information and one of the mods here will get in touch and can see what they ca do for you including canceling your service if to still so choose.
(Edited)
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Iva

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I mentioned that to the customer service rep and argued several points but they said they would not charge me for the equipment but would charge me to come to my house. I don't have the money to pay someone to come to my house to change out their own equipment. That's throwing money away
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Knight Rider

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I understand completely, but I assure you the the employees that run this site have more knowledge and authority then the folks do on the phone support.  Send them an email with the link to this post and all your information and have one of them call you.  They can discuss all the options and plans that are available to you in your area and make things right. 
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JK

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I agree with you Knight Rider. You get better service from the employees here than from their phone service. There technical support don't know nothing.
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Iva

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Well if that is true that is screwed up too
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Iva

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Are you an employee?
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JK

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no they are not. They are just here all day long and give advise......lol.
I dumped Exede as well. Good for you, Iva.
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Knight Rider

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I am not, I am just a consumer of there internet service.  But I have talked to Beau (one of the mods) multiple times about random things and he has been more then helpful.
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JK

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No Company is charging for installing equipment or upgrading equipment, that is false and would be very wrong.
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Exede Beau

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Iva, I'm sorry you've been left with a bad taste in your mouth over this. Switching to Exede from Wildblue is optional, you are not being forced to do so. I'm sorry if you were given a different impression. We do encourage customers to upgrade to Exede as the service is faster, but it is entirely up to you. The charge is not for the leased equipment, the charge is for the installation. I understand this still seems unfair to you, but the equipment does have to be installed by a professional installer.

If you do decide that you want to upgrade to Exede, I'd be happy to look into what options are available to you and see what we can do about the installation fee. You can reach me at exedelistens@viasat.com, just send me your account and contact information and please reference your post.
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Iva

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Well the service I have now is spotty and CS said I need a new modem but wants to charge me to "install" a new modem. I am leasing equipment that when it breaks I still have to pay more? I have paid approximately $464.00 in lease but I still have to pay when it breaks. I'm sorry but that doesn't seem right.
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Iva

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CS also told me I NEEDED to upgrade.
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Knight Rider

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my suggestion send them the email and let them call you and have them look at your modem and look at your account and see what's going on you will get a more reliable answer from them then the customer service line not that customer service is lying but as a second opinion have them look at it and you can also discuss options while on the phone
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Iva

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Did you read what your Beau said? Yes they charge for the "installation" of the equipment. Upgrading is OPTIONAL but the old equipment is no longer good.
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Iva

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No CS said the equipment is bad and that I needed to upgrade
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Exede Beau

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I understand, and I'm sorry you were told that. You do not have to upgrade to Exede, though we do recommend it for your benefit. If you choose not to upgrade and are having trouble with your service, just let me know at exedelistens@viasat.com and we can get things resolved.
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Knight Rider

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Look Iva no one is going to make you do anything if you don't want. That being said the three employees that run this blog, that is there job to sit at their desk read these posts and reply to all the emails they get and get the issues resolved that the customers are having. Now granted that is an extremely simplified version but that's there job to fix our (customer) issues.
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Iva

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I don't understand why I had to be a witch and complain on this blog before someone wants to HELP me. I've spent months rebooting my modem and not having Internet on some days. I'm sorry to act this way but if CS would be more customer friendly you wouldn't have to listen to people after they are already upset. Maybe this company needs to rethink some things. How are they going to treat me the next time? I'm not a complainer and hate drama.
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Knight Rider

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Lol I get it Iva and your not the first one to complain about the phone support but sadly its the same with most every company the first lvl phone support are not the best. Now I will say a plus for them compared to HughesNet is there phone support are English speaking people. HughesNet was not and they were much harder to understand. When I called phone support they tried to help me and fix my issue but they said the beam was congested and nothing they could do. When I'm fact it was just a contested gateway/ accelnet server and Beau talked to there NOC and they moved on there end and been great sense!! So before you give up let Beau take a look and see what magic he can work for you!!
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Knight Rider

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Yes I read what he said and he also said if you send him your info he can see what options are available and see what he can do if anything about the install charge also if you don't want to upgrade it do t hurt to have him look at your service and see if it really is the modem and what can be done about replacing it. It don't hurt to have him look at your account
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johnny c

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Excede could learn a lot from Direct TV, ie offer a 7 dollar a month maintenance plan, no charge for anything after that.  Direct TV fixes it all replaces bad equipment, even GIVES you upgraded equipment after a period of time.

With Excede there is always an underside to everything, this is the charge, but sometimes after escalating the issue they do it for free or a reduced charge.  Frustrating, annoying etc. that coupled with the data cap issues is why most excede customers will jump ship when another technology, extension of cable becomes available.

But excede's position is your with us because you really have no alternative.  That is the attitude and it appears it is not just my perception.

Too bad.
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Jim, Champion

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"There"    "Their"  "They're"   Look it up - Get it right! Sorry, it's a pet peeve of mine.
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JK

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johnny c, you might have an alternative. I live in a rural area and thought the only thing available is satellite internet, but someone fortunately told me, that I have an alternative. I am now connected via router to our local "radio tower) and have unlimited high speed internet usage without a contract. I am here to let people know, that they don't have to be jerked around. Check out your local radio station and talked to them. Good luck.
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Judge and Jury

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WKRP in Cincinnati is nationwide.   Just call NBC to make arrangements.

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