Why, why, why!!

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  • Problem
  • Updated 4 years ago
  • Acknowledged
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Natalie Dallabrida

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  • frustrated

Posted 4 years ago

  • 1
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Exede Lindsey

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Hello Natalie, how can we assist you?
(Edited)
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Natalie Dallabrida

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I have had issues with your service for the 10 months I have been using your service.
1. I don't have service at least 15 times a week. I get excuses like--
It's the weather
There must be "a lot of traffic" on the signal. So suck it up, thats what you get for having satelitte internet.
And my favorite ---your router must not be working right. I have bought 2 new routers, still having the problem.
If you notice in all these reponses, Excede does not take any responsably for why I am having a problems.

So, today I called to update my credit card info ( so I can give Excede my money.) I once again asked about what could be done about my problem. I was told that I would have to PAY $99 to have a tech come inspect YOUR equipment. Or I could pay $5.99 a month for 3 month for a service plan to protect YOUR equipment. Your customer service agent said that he saw that there might be an issue with the cable OUTSIDE my home, but I would still have to pay for the tech to come out.
Why would I pay you for YOUR equipment to be inspected? I have never missed a payment on my account.Some how I feel like I'm getting the shaft here.
In my remote area I only have 2 choices Huges or Excede. I would like to stay with Excede because the price is good for what I need, but how can I stay when I don't get service?
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Exede Lindsey

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Hello Natalie, 

I’m sorry you seem to be experiencing issues with your equipment and connectivity. Our normal service calls are currently $95.00 if an account has been activated/installed more than 90 days. The agent did mention a great feature we offer our customers which is Easy Care to which you would only pay $5.99 a month. Easy Care is a monthly service that covers service calls, dish relocation, and provides priority access to Customer Service. For only $5.99 per month, you can rest assured knowing you will never pay $95 for a service call, or $200 to relocate your dish- these are all covered.  We surely don’t want to lose your business over a service call. Please allow us to review your account and see how we can help. Please send us your account and contact info to exedelistens@viasat.com
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Natalie Dallabrida

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 I'm still not paying Exceed to inspect their equipment! !!! You will lose a good customer.
(Edited)
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Exede Lindsey

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Hello Natalie, 

Because this very public forum, I have removed your highly private information. Please send us an email to exedelistens@viasat.com and we can further assist. Thank you so much.  
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James

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this is where they will sign you up for easycare for a fee each month to keep from paying a $90 service call to inspect their equipment.. either way you still pay something. I would also like to know why the "customer" is ever charged anything dealing with exede equipment that is leased??
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MoRE

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You Lease your equipment from exede, so for the duration of the lease- you own it.

If you are past your contract obligation, you still Lease equipment on a month-by-month basis- so you still own it.

If exede rented the equipment, then they would be required to maintain said equipment.

It gets better though..  Since you leased your equipment and therefore own it, in the U.S.A. we can enjoy the "Right to Repair" laws.    You have the right to pop the cover off your satellite modem and have a look around.  You can fix it when it gives you trouble.  You can make a backup-copy of it if you are into reverse engineering.  You can probe it and see what makes it tick, discover all of it's wonderful features including where it stores your usage since this data is held in your modem. Find it's clock !  It's like a free pass to Disneyland.  Just make sure it is in original condition when you return it someday.


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Jim16

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I'm taking a wild guess that what MoRE just said is completely false.  Don't do that or you will pay a lot more than just a service call.
(Edited)
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Bob

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So, do we own it or lease it?  So if you cancel your service, if we  own the equipment , we do not have to return said equipment, right?  If you lease it they should fix it free like Dish Network does,  but if your off their contract its on your dime me thinks.  My modem is the original one, I think it is giving me problems, when I loose my signal it takes along time to reconnect, 30min or more most times, will deal with it for now. I'm thinking of switching over to Verizon's who house system, which is 4G and faster, and very seldom drops a signal on my phone.  Just saying.
(Edited)
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Brad, Viasat Employee

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You lease the equipment for the duration of being a customer with Exede. We do replace the equipment if needed but service calls DO have a charge. However with EasyCare it's a free call. Most internet and cable companies have similar policies. 
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Bill Starling

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Brad and all other moderators - Not being a smarty pants but if you're paying for EasyCare it isn't a "free" call. You're still paying. 
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Brad, Viasat Employee

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That's just one of the perks of the subscription to EasyCare and for some it's the most valuable perk of it. Other perks include a priority phone number to call for tech support calls outside the general support number. In addition you get a free annual dish relocation (if you need it moved for roof work, wind blows it askew, etc.) Plus you can cancel it at anytime! (must keep it 3 months following a service call to keep it free or you risk the $95 charge) more information can be found here: http://www.exede.com/exede-easycare/
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Jim16

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We do not own the equipment, we lease it.  If I lease a 2017 Cadillac, I can't take the heads off and look around because I own it.  But I have to pay to take it to a garage to get the brakes fixed, oil changed, etc. We have to return the leased equipment when we cancel service in good shape or I will be paying for that leased Cadillac in full.  In fact, if I don't maintain that leased car on my dime and return it in bad shape, I will pay to have things fixed on it.  What Exede is doing is what every lease does.
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James

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but a lease ever expire? because even after contracts are up you still pay a lease fee for the modem. what I am getting at is when under contract you pay the fee each month, it breaks you pay for it to be fixed, after contract nothing changes why? so after 2 years there should be no modem lease fee if contract is up?
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Old Labs (VS1-329-L12FZ)

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The contract doesn't expire until canceled. The 24 month minimum commitment expires nullifying the early termination fee. All other terms of the agreement remain in effect until canceled including the lease addendum.

The 24 month commitment is to recover some of the cost of that "free installation" - nothing is ever really free.

The equipment remains the property of ViaSat unless purchased outright (and don't believe ViaSat offers that option for Exede).     
(Edited)
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Brad, Viasat Employee

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We do not offer a buy-out option (we do offer some pay in advance leasing and offered at one time a lifetime lease...although I'm not sure the latter is still offered). The equipment will always be leased, at no point is it ever owned. There's no use for the equipment outside of Exede as it only works with the service. At this time there's no 3rd party equipment options like there is for DSL or Cable where you can purchase a device and use it no mater what service you go with. All the money in 3rd party equipment is in DSL or Cable so nobody has made or offered one for satellite internet. 
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Christal Lapaglia

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This company is the worst- I have been having issues with them since June 2015- canceled the contract- because of their terrible service and paid early termination fees- - now am trying to get money returned to me for returned equipment- They have promised a refund since June of 2016 - now they infor me that I returned the wrong thing- and they no longer have what I returned-- I encourage you to go on the FCC Internet website complaint (google it) and give them all of the information regarding the data - something has got to be done about what ever they are doing/scamming the public.
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Gwalk900, Champion

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The company owns the equipment.

If you cancel the service you are required to return the equipment.

You did NOT return all of the equipment, hence the fee.



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Brad, Viasat Employee

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Unfortunately Gwalk900 is correct. The fee was charged as the equipment wasn't returned. We can discuss this further if you want to send an email to exedelistens@viasat.com 

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