will not mail return box ahead of cancel date

  • 2
  • Problem
  • Updated 3 years ago
  • Acknowledged
We are moving out of state and need to cancel our service.  In an effort to be proactive we called ahead and asked that a box be shipped to us so that on the day we call to cancel we can put the equipment in the box and send it back with no concern for loss or damage during the move.  They will NOT send a box until the day we call to cancel.  So we have to haul the equipment out of state and look for the box to arrive at an address out of state.  NO CUSTOMER SERVICE HERE!!!!
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Jaci Stuemky

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Posted 3 years ago

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Exede Lindsey

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Hello Jaci, I’m sorry for any inconveniences this process for our disconnect may cause you; there is an alternate option you may interested in. You have the choice to send your equipment directly to our warehouse through UPS, for this to happen you would have to cover all charges associated with shipping, and be sure to grab your tracking number, we need this information from you. If this sounds interesting please send me your account and contact information to exedelistens@viasat.com and I can provide you details on where to send your equipment. 
(Edited)
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Jaci Stuemky

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Okay, to further the SAGA of ridiculously poor customer service we just received a call from someone stating that since we started as a WILD BLUE customer we do not need to send the equipment back.  I can not even count how much time we have spent on the phone regarding this situation and NO ONE prior to this caller, who reached out to us, has stated that the equipment does not need to be returned.  This did indeed sound like good news BUT, this individual declined to send us anything in writing stating it does not need to be returned.  They offered to put his supervisor on the call to state it doesn't need to be returned but could not send an email to that affect.  What kind of a company is this???!!  So glad to be moving and discontinuing doing service with these people.
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Exede Lindsey

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Ron, NRTC handles all service or billing issues directly with the customer. ViaSat Customer Care is not involved, because your account is a wholesale account, NRTC would be your direct contact for all info and shipping requests. Please send them an email at http://www.nrtc.coop/pub/us/contact.html.
(Edited)
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Ron Berg

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 I've already talked to NRTC and they told me they do not send boxes.  They evidently aren't concerned as you said - about "protecting the equipment and assuring the customer is credited for the returned equipment". They charge #300 for damaged or unreturned equipment and they's rather have the money.  It a business plan of thieves....
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Steve Frederick, Champion

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Ron, you are under contract with NRTC, and not Exede. You should not be blaming Exede for what NRTC has as a policy.
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Old Labs

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Even if ViaSat/Exede were to send you a box with return label - the label would be for return to Viasat/Exede not NRTC... and NRTC would charge for failure to return if that's what your NRTC agreement states.
(Edited)
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Jaci Stuemky

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I am seeing comments in the blog indicating boxes, even though requested, were not sent.  This of course continues to rack up charges for the customer.  Back to my initial comment, this company is NOT customer friendly!
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JEP

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But, just to be clear, your bad experience is with NRTC, not Exede.
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Ron Berg

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Are you saying that NRTC is not answerable to ViaSat/Exede and can set its own rules?  I had the Exede Freedom Plan internet but Exede bears no responsibility for the actions of NRTC?  I'm confused.
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Steve Frederick, Champion

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Ron, NRTC buys the internet service from Exede and then resells it to its members. Therefore, they are the ones who can set the conditions of service.

BTW, JEP, Old Labs, myself and the other Champions are not trolls, we are simply paying subscribers of the Exede service and offer our experience at no charge to other subscribers who are having problems. The Exede employees responding on this forum are identified as "Employee" and are the official voice of ViaSat/Exede.
(Edited)

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