Service problems

  • 1
  • Problem
  • Updated 3 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I signed up as a new user in November. Service has been fine. Customer service has been horrific. 

Verbatim, here is the email I sent to customer support on January 7. It's even been assigned a case number. I followed up twice in email and have not received anything but an automated response. I promise I'm a reasonable person. Just need some real answers!

ExedeKarmin if you're out there, please help? I'm ready to tear up my contract and use my local telco and that's sayin' something. 

Case # 00331328

We signed up for Exede in November. The service is "fine" but I have
been wholly disappointed with my customer service experience so far. I
have called phone support with the same issue about 7-8x and have
gotten nowhere. I finally found this email on your community site so
am hopeful you can help me resolve these issues.

I signed up for a customer portal account with username
[redacted] but have not been able to login a single time. Every
time I call phone support they ask me to reset my pw, register as a
new user etc. Every time. Nothing works. They can't find my login, but
if you try to register as new you can't because it says there's an
existing account. I've also asked for someone to have a supervisor
please call me back, as every time I speak to someone on the phone I
never get any answers. One fella said he'd leave a note. No one ever
called me back.

I work from home and need 99.9% uptime. I need more data. I need to
track daily data usage. I also need to be able to download my bill and
send to my employer for partial reimbursement. The reps told me I
could call anytime to check on data usage. Every time I call I'm on
hold for 15-20 minutes. That is a waste of time and impractical when I
could be checking it myself via the portal.

Since I can't login, I've also asked phone support to please email me
my bills so I can submit. They said they would and never did. I've
asked twice now.

I also tried to talk to someone about our data needs - even back in
November when we originally signed up - but people seemed to think
50GB would be fine. As mentioned, I work from home. We're on a
50GB/month promo plan which goes down to 25GB in April. We are already
blowing through 50GB halfway or 3/4 of the way through our billing
cycle. To shell out $10 for every 1GB is absolutely ludicrous. I asked
if there was some kind of deal we could make for someone who works
from home. The Business options also don't help much. 5GB more for $40
more? That's silly. The free zone of 3am-8am doesn't help me either
since that's not really normal working hours. I saw there's a Freedom
plan being rolled out in select markets which is more in line with our
needs. I realize it's not in our area yet but what else can we do?
Anytime I ask people on the phone I get no options, no suggestions.
Again, no responses or call backs as promised. We absolutely need more
data. What can we do short of paying $1000 more per month for what we
need?

Please get in touch ASAP.
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
  • like eating cheeseburgers

Posted 3 years ago

  • 1
Photo of Shonda Adams

Shonda Adams

  • 24 Posts
  • 8 Reply Likes
I would love to know this also. I have worked from home for years and they only say that they have no business plan. I'm constantly paying over $300 for Internet, which is extremely ridiculous when other people get unlimited for $30 or less. 
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
Agree. I think we're outliers, unfortunately. I'd gladly pay more but I'm not even getting options. I know launching a satellite into outer space (outer space!) is expensive but there's gotta be something we can work out.
(Edited)
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
e/mail back or ask to talk with Kimberly, She won't leave you hanging, She will see this so check back often and maybe try her on exede's face book.
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
I just sent again but this is getting ridiculous. 

First of all, why is no one from that other mythical department responding to me? Or forwarding to you?

Second, in the time it's taken to respond to all my public posts, could you perhaps email the mythical department yourself and ask them to find my email?

Or maybe just respond to me in this thread?

I'm completely baffled by your tech support/customer service.
Photo of Exede Kimberly

Exede Kimberly

  • 879 Posts
  • 202 Reply Likes
Hello MKL, I am not able to assist you with some of these issues on public forum as I need account sensitive information. (I have sent a request for this info via our email). I apologize for the mix-ups with our emails. The agent who previously was assisting you had to take a leave of absence unexpectedly. I am here now and ready to help and I thank you for taking the time to send me your email.
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
For anyone who may be watching this thread, I finally did start a dialogue with Exede Kimberly via email. Then was asked to go through several more verification hoops/email back-and-forths before they'd start working on my ticket. They did give me one month free but I'm still waiting on a resolution to the login issue and questions about data usage/packages. Will add updates as I have them.
Photo of Bobbie Blackman

Bobbie Blackman

  • 392 Posts
  • 304 Reply Likes
Thats very nice M  It's nice to see you calmed down a bit, As soon as Kimberly gets through with your problem I look forward to her helping me. 
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
I still have zero resolutions yet. But at least they're now actually responding via email. We'll see how it goes.
Photo of JK

JK

  • 42 Posts
  • 19 Reply Likes
The day I terminated my service with them was when I tried for 14 hour to get a hold of someone on the phone. After 9:00pm at night someone finally answered the phone and I had no internet connection all day long.
The phone service is horrific and I believe this forum is as good as it gets til they refer you to the "Technical Department". Good luck. I even send two e-mails to the head of Public Relations and they never responded to my e-mails either.
(Edited)
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
Wow, 14 hours is painful!! That's just unheard of in this day and age. I actually got better customer service with Comcast, which is considered the Worst Company in America

Just sayin.
Photo of MKL

MKL

  • 18 Posts
  • 5 Reply Likes
Also just for the record, the original title of my post was "Will Posting Publicly Get Me A Response To My Open Ticket? Let's Find Out." It's since been changed to "Service problems" which is just not that interesting.

This conversation is no longer open for comments or replies.