What is good customer service? Not, Viasat

  • 1
  • Problem
  • Updated 3 months ago
  • Acknowledged
Never again. I called viasat because my internet stopped working. I was told the wind must have shifted the satellite. Their satellite right next to DirecTV satellite that didn't move. But to come out to fix it, I was to be charged $99. So, thought about it and decided to cancel service. Then I was told they would fix it. But I had already found another provider. So. I get a box to return THEIR equipment that I would have to pay to fix THEIR install job that didn't hold when it was windy. I got the box and I was instructed to return the box and cord inside my house. That was fine. But that wasn't enough. I had to return only part of the satellite on my roof. If I didn't return the stuff there would be a $300 charge and if I was unable to get on my roof they would come and get their own stuff for $125. So, this 55 year old female had to climb on my roof and get only part of the satellite. Really? So, I have paid them monthly for years and couldn't even watch a U Tube video without having to buy more data only to be charged because the wind blew. And because that was unacceptable to me so I cancelled, they want this older woman to climb on a roof to return their wind broken stuff or get charged. Well, Viasat, I can only say at this point be glad I didn't fall off if the roof and sue you and you can just kiss my roof stained butt. Oh. Thanks for the bruises on my leg too from the climb. Felt great.
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
  • mad

Posted 3 months ago

  • 1
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3256 Posts
  • 1871 Reply Likes
It was your choice to climb on the roof to save $125. Not saying it is right or wrong, I don't think the old used equipment should be returned either after the initial contract is up. But for whatever reason, they want the old stuff back.

BTW. Take my advice. Make SURE to record the tracking number and print out a confirmation once the old equipment is received. A lot of horror stories on how the equipment is received but people are wrongfully charged a no return fee. Document everything!
Photo of Bev

Bev, Champion

  • 3063 Posts
  • 1283 Reply Likes
No but, IF the mower was on my property and, you had to call an independent contractor to repair it so that I could use it to mow my own lawn, then I would expect to pay the contractor.

Difference is, independent contractor and, you're the one using the equipment that is on you property, regardless of who owns it. If I rented your lawn mower to mow my yard and, it broke while I was using it, you'd expect me to pay to fix it, especially if a mechanic had to be called in to fix it.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3256 Posts
  • 1871 Reply Likes
I'm confused. If you don't care if they get it back and you say they can't touch your account now, why did you bother to take it down in the first place?
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Because I'm honest but can't say the same for them.
Photo of GabeU

GabeU, Champion

  • 799 Posts
  • 466 Reply Likes
Additionally, so if I own lawn care business and you pay me $50/week to mow your yard. If my mower breaks down should you have to pay me to fix my mower to do the job yet you still pay me the $50/week too?
That's not a comparable example.  This is a more comparable one... If I rent your mower and your mower is damaged while on my property, yes, I should have to pay to have it fixed.  

If you rent a car from XYZ sales and the car is damaged by your tree falling on it while it's in your driveway, why should XYZ sales have to pay to fix it?  Is it your fault your tree fell on it?  No, but it's at your house and it's your tree, just like it's at your house that the wind moved the dish.  

I pay for DirecTV and my dish has been where it is for a few years now.  If I have wind that moves it, it's my responsibility to pay for having it fixed, not DirecTV's.  I may not like it, but that's the way it is, and it's also in the terms of service that I agreed to by procuring their service.  

BTW, they may not be able to touch your bank account, but their report of non payment can surely touch your credit rating.  People tend to forget that little tidbit that follows them around for years.   
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
And I can also dispute them touching my credit... which I would and sue... which i would. And also you used the magic word on your example "rent". That equipment was not mine according to them, so was the "rent" included on my monthly charge? Did they not insure their stuff? The whole thing here is if it is theirs, its theirs. If I own it, its mine. I pay for my stuff, not theirs. That is part of what makes their service work. That's them. I'm paying for the service. It's on them to make what I'm paying them for work. If it doesn't goodbye. I did nothing to that satellite. It was not broken. I didn't damage it. Their service was not working and I'm not paying if it doesn't. End of story. That is a cost of doing business and they are just trying to pass their cost off on to their customers. I signed a service agreement, not equipment usage agreement. If that is in there. Oh well, I think I would have a pretty good court case to not pay it.... especially since they made me go on a roof and retrieve it. I know you all work for these people and are on their side. I understand that but me as a service consumer is not satisfied with Viasat and these practices. So, I'm gone and speaking out to all who will listen.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Could have called me and I could have climbed up on your roof.....I'm a lot younger....just 54.....climb ladders, crawl through hot attics 5 days a week. 

Andy
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Good for you. I got a big bruise on my leg from the climb. My point here is that their charges are ridiculous. What if I was 90 and couldn't get on the roof? So then, I pay or pay.
Photo of Andy Schack

Andy Schack

  • 854 Posts
  • 753 Reply Likes
Glad you didn't get hurt. Most folks don't belong on a ladder....good way to get killed. 

I've been a dealer for years and I get the occasional work order to remove a tria (the part on the dish). I never knew the customer had to pay to have that done. Kinda surprised with all the legal implications. Dish Network will ask the customer IF they can easily get to the dish, if the answer is no then they don't require the lnb be retrieved. 

The new p-trias cost $130 more than the old ones. Kinda makes me wonder if they are going to charge more if it's not returned. 

Andy
Photo of barg_

barg_

  • 68 Posts
  • 19 Reply Likes
Curious what "55" has to do with much, that isn't old to be doing stuff.  My mom was in her 70s the last time she helped me shingle her roof, up there doing everything.  She was also still in the hayfield, fixing fence, pretty much everything else.  Neighbor was over 90 before he moved off his ranch into the village, he still drove out daily to fix barb wire fence, etc., until he couldn't.

I do think their policies for that aren't the best.
Photo of Jim16

Jim16

  • 2119 Posts
  • 1851 Reply Likes

Wind moving the dish out of wack is most certainly your responsibility.  As is a host of other things, like a limb falling on it, snow building up on it, your neighbor throwing a rock at it.

Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
It's not. If they want my business I will not pay for maintenance of their equipment. They installed it.m and I paid them. That's the deal. I will not pay them for the wind blowing. It's called a business expense. I don't pay their expenses. You have to be a lawyer on those long butt agreements. No one reads them nor do they have time. But everyone knows the difference in right and wrong. Me paying their business expenses is wrong and I just won't do it. So I severed the relationship. And guess what... when I did tgey wanted to come and fix it. Then today I got a call from them with an offer for viasat service with DirecTV. Well, today also the cable went in the ground from my NEW TV provider. Bet the wind won't blow that.. DirecTV will be gone also.
Photo of Old Labs

Old Labs

  • 3699 Posts
  • 3717 Reply Likes
So essentially, you're saying Viasat did you a favor by pissing you off enough to explore other options - most of us would have done that before it escalated to the level it did and gladly switched. I'd have even payed someone to climb up and get the dang just to be rid of satellite internet, satellite TV and a relatively poor phone option in favor of a cable triple play option.  

Unfortunately, last time I checked it would cost me $6500 to have the cable provider extend their service less than 1/2 mile.

Just the same be sure to read the customer agreement this time so you have no future unpleasant surprises.

But enjoy the new service, many of us are envious.
(Edited)
Photo of barg_

barg_

  • 68 Posts
  • 19 Reply Likes
Like I said, I don't like their policies.  I wasn't commenting on that part of it, because I agree with you there.  You just stated "55" (and "female" for that matter), to me it read like you were meaning that it was some sort of reason/number where a person couldn't be able to do it easily, or something.  My point was, it isn't (aside from some injury/disability/etc.).

"2 out of how many"
I just gave two examples.  I can't think of anyone I know at that age or several years older, that wouldn't physically be able to do it (again, other than an injury/etc. that could happen at any age).  I'm not saying certain people should do it, many people aren't "handy" in the first place (where I am, most are though, chores require handiness, people don't hire carpenters/plumbers/electricians to come out 30 miles to do basic work very often).
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Then there should not be a charge for it. Right?
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 3256 Posts
  • 1871 Reply Likes
I am sympathetic to people having to send back the tria. First, some people might not even know what it is. Then the roof mount where people have to fiddle with that. Should just leave well enough alone or dispatch somebody to get it. Like Andy says, it is just a bad business practice where people feel compelled to climb a ladder to retrieve a piece of equipment.
Photo of Old Labs

Old Labs

  • 3702 Posts
  • 3721 Reply Likes
That would require a 4 year commitment to cover the cost of de-install... see how great marketing minds work?
(Edited)
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Its called a business expense which is a tax break. How's that for a financial analyst.
(Edited)
Photo of J&J

J&J

  • 1683 Posts
  • 1000 Reply Likes
 
 

Vanessa Wolford

I've seen you make some valid arguments, and the opposing point of view is definitely on the defensive.

ViaSat needs to change their customer premises equipment malfunction policy in a way to make it fair. The substance of the malfunction should be considered and categorized.  If a customer is using the equipment in a normal manner, ViaSat should bear the cost of equipment failures.  The remainder of problems will have their source with the customer and the environment that customer provided for the ViaSat equipment.  If the customer spills a beer on the modem and it fails, that customer should pay, or if a customer bumps the dish causing it to not connect to the satellite, they pay.  Also, if the wind blows and the dish becomes mis-aligned, that is something ViaSat has no way to enforce quality control and so should therefore not be held responsible. The wind blowing a dish out of alignment was not caused by ViaSat providing defective equipment, nor did ViaSat move the dish.  If the electric source has a high voltage spike that causes the modem and/or TRIA to be destroyed, the customer again should pay because that was not a failure occurring while using the equipment in a normal manner.  Operating in a normal manner will have normal power voltage. The term "normal manner" is quite strict.  ViaSat equipment must expire entirely on it's own for ViaSat to be responsible.  The term "It just up and died for no reason" is in play here, otherwise ViaSat is responsible for the conditions customers subject ViaSat equipment to, and that's not fair.  

So yes, ViaSat needs to change their customer premises equipment malfunction policy in a way to make it fair, to both the customer and to ViaSat. 
 
 
(Edited)
Photo of Old Labs

Old Labs

  • 3702 Posts
  • 3721 Reply Likes
For want of an emoji, perhaps you missed the intended sarcasm regarding Viasat business decisions - be careful what you wish for, it may not be what you really wanted. Witness the Viasat Wifi Modem and unlimited data plan experiences, just for starters.  
(Edited)
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Hey judge and jury. Viasat is supposed to be the satellite experts. All the consumer wants is it to work. I understand my responsibility when it comes to the equipment being destroyed at my hand but not due to ANY other reason because it is installed by YOU, the expert...
Photo of Stephen Rice

Stephen Rice, Champion

  • 2138 Posts
  • 1061 Reply Likes
The amount of people who blindly make two year agreements amazes me.
Photo of GabeU

GabeU, Champion

  • 799 Posts
  • 466 Reply Likes
Me, too, and you see it quite often, no inadvertent pun intended.  People will readily and happily sign up for a service without ever reading the contract or Terms of Service.  It's crazy.   
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
No. The length and complexity of those docs is the amazingly crazy thing. It's all twisted to the favor of the company which makes them unfriendly to consumers and eventually it will bite them in the butt.
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
This is why many now demand NO contract with cell phones and look out Viasat it will come to you too hopefully sooner than later. The cell phone companies have used that to offer options. The only options with Viasat is how much data you want to pay for... the consumer will eventually prevail and if viasat were smart, they would look at the future or lose out. Contracts are not it...
(Edited)
Photo of Jim16

Jim16

  • 2120 Posts
  • 1854 Reply Likes
If you think "no contract" really means no contract then you are going to have these problems all your life.
Photo of Michael Russell

Michael Russell

  • 1 Post
  • 1 Reply Like
I have been a Windstream customer now for three years...every time it rains hard...tel and internet go down. Thanks for all the posts! As a new Viasat customer, guess I better secure the dish, although, my Directv dish survived Hurricane Matthew and Michael thus far (where's my boat anchor, honey?!).

I am about to solve the problem with "living out in the country internet issues." We are going to move into an area that has the latest fiber-optic technology. I am trying to run an internet non-profit online and take online Masters courses...as much as I love the country...it may be time to make some concessions and re-prioritize.

I come into the Viasat arena with no illusions...

Blessings y'all.
(Edited)
Photo of Vanessa Wolford

Vanessa Wolford

  • 15 Posts
  • 9 Reply Likes
Good luck with that Mr. Russell. Mine did work for a long time but when the wind blew, they didn't consider my loyalty in their solid GREEN eyes.