When did Exede/ Viasat transfer customer service to India?

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I have always LOVED Exede customer service. However, I recently signed up for Voice service and had to call customer service because of a problem with the activation. Imagine my surprise when I got Mohinder who could barely speak English. I had to repeat my phone number associated with my account 3 times because he couldn’t understand me. My snappy reply back was that was because I was speaking English! I had to hang up and try again. I got another person in India. When I asked her when Viasat moved their Customer Service, her reply was that she’s not allowed to tell me that.

I want the old Customer Service back. If I have a problem, I’d like some who can understand what I’m saying, not getting confused because they can’t readily find my question on their script. This may be a service deal breaker for me if I can’t get help.
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Shannon3141

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  • frustrated & angry

Posted 6 months ago

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VeteranSatUser, Champion

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Happened at least over 6 months ago.


Not real crazy about it either, but a sign of the times.
(Edited)
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Shannon3141

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I understand outsourcing in general. I’m just saying that India is a deal breaker for me. They may speak English, but they don't understand it. I called back (4th time now), and while I still didn't get a USA person, I did get Mexico. He is working with me as I type this (I'm on hold) and understands my problem which is now being escalated (saying my MAC address is invalid whether I enter it or CS rep does).


Long rant, but just saying that we as long term customers don't have to accept India!
(Edited)
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Bradley

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Phone support currently does more to hurt ViaSat’s reputation than help.
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How exactly do you have an invalid MAC address?
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Shannon3141

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Yep. That's something customer support couldn't figure out either.
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Old Labs

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I assume you are getting an error while attempting to enter the MAC address as part of the voice activation process decribed at:

https://www.exede.com/documents/brochures/ex-wifi-modem-voice.pdf

Did you enter the modem's MAC address without the colons as described there?

Sounds like the software provisioning process may not be recognizing the format as a valid MAC address but just guessing...

For that matter, is it now working making my question irrelevant :)

If not this may be a job for ViasatListens....

Then again, if I'd have written the software I'd have let you enter the colons or not - they're easy enough to strip out ;)    
(Edited)