You MUST read your Customer Agreement BEFORE you sign!

  • 2
  • Idea
  • Updated 7 months ago
  • Not Planned
How many times have you called customer service and said, "but the agent/installer/salesman told me this!" ??   YOU MUST GO BY THE CUSTOMER AGREEMENT, NOT WHAT ANY PERSON TELLS YOU.  Do you really think the company is going to say, "oh, he told you it was this, ok our bad."    READ THE CONTRACT AND DON'T BE SURPRISED.
Photo of skipbo2015

skipbo2015

  • 37 Posts
  • 11 Reply Likes

Posted 8 months ago

  • 2
Photo of ggg rt

ggg rt

  • 193 Posts
  • 55 Reply Likes
Yes read where it says UP TO and NOT ALWAYS. Read where it says IT DEPENDS and NO GURANTEES.


Also read the part about WE DECIDE IF.


In other words WE CALL THE SHOTS......AND OF COURSE IF YOU DO NoT LIKE IT THEN PAY TO LEAVE.
(Edited)
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 205 Reply Likes
LOL More like "up to" and "may experience slower speeds"  Or the part about "peak usage" because NOBODY EVER uses the internet at night, despite that they tell everyone to download and perform updates at night "when there is less traffic."

Or the part about just giving them your payment information and they will gladly take whatever you owe them this month from your account.

I really love the paragraph about what percentage of the time you will see the advertised "up to" speeds, and what percentage of the time your "internet service provider" will provide you with no usable internet.

Its like Obamacare, just pass it and you can read it later.  Most people, like myself, JUST WANT INTERNET ACCESS!  If you believe all the hype and subscribe simply for their claims, and dont research ALL your options, YOU ARE A FOOL!

Sitting here thinking right now ... call customer service with a "problem" and the first thing they tell you is ... unplug the line from your router and run it direct to your PC because A DIRECT HARDWIRED CONNECTION IS THE BEST!!!  LOL!!

Oh well, Im gonna shut up now.
Photo of Oliver

Oliver

  • 324 Posts
  • 104 Reply Likes
I have a pre-existing condition to data hording.
Photo of Susan Jenulis

Susan Jenulis

  • 120 Posts
  • 75 Reply Likes
I have been with this service for 12 years+. Started with Wildblue 12 years ago, didn’t keep that info when Exede too over. All I have is some installer records,,,,, who gives us the contract???? If the installer comes out with a contract, do we say, “Wait, I have to read this first, sit down while I call a lawyer.” Do they send one in the mail?? Please let me know how they give us access to the contract when we call for installation. I’m a invoice, receipt hoarder. I would have kept that if it was presented.
(Edited)
Photo of Ron Frank

Ron Frank

  • 312 Posts
  • 202 Reply Likes
Sadly it is truly "buyer beware" on just about anything any more.  Even brands you thought you knew and trusted are not even the same because somebody else merely bought "the name" and continues to produce a sub standard product basing their sales on nothing more than name recognition.

I see it every day from vehicles, to lawn mowers, to appliances, to the food in the stores, even my DirecTV service since AT&T bought them out.  They made it clear from the beginning they had no desire to be in the satellite TV business, the acquisition was made solely to benefit their streaming capabilities, and THAT was their priority and focus.

I could go on for hours.  BRAND NEW items like my Samsung  60" TV that lasted 11 months.  My new well pump that lasted 3 1/2 months, car parts that were BAD when I got them.

ITS NOT JUST VIASAT!  Its become the way of doing business in the new millennium.  Got a bad reputation with consumers?  Change the name.  Dont like brand X, go buy brand Y or Z HAHAHA we make them too!  In fact we make 90% of the brands out there so we get your money no matter what!

Sorry, not "getting what I pay for" has become a real peeve of mine!  Prices continue to rise, and quality continues to fall.  All you have to do is look and see its EVERYWHERE!

My beef is not with Viasats contract or user agreement.  In fact I expected what I found before I even read it.  I just wish my restricted speeds were back above 1 Mbps like they used to be!  Back when they truly were "slower" not catatonic.  Back when in restriction I STILL HAD INTERNET!

Honestly, who cares what it says in the contract.  Who would even be reading it if they were happy with their service!   People are upset, dare I say IRATE because the service is going down the toilet and now they discover in the contract THERE IS NOTHING THEY CAN DO ABOUT IT!   NOTHING!
Photo of ExSatUser

ExSatUser

  • 1206 Posts
  • 746 Reply Likes
In fairness to Viasat, they did offer an early out to those under conctract. Still others quit the service completely after several years (no names please).

Don't assume satellite and/or Viasat is your only internet option. Do your research, and choose a provider that best meets your needs.
Photo of Brad

Brad, Viasat Employee

  • 3482 Posts
  • 1306 Reply Likes
I cannot confirm or deny that a friend of mine gave me a 100% reimbursement for a medal display in return for a 5 star rating...BUT it is a good display and I have my favorite homebrew medal on it so I probably would have given it a 5 star anyway. So while some "seed" reviews to get started I think it's a good practice to read the most helpful 5 star and the most helpful critical review on anything that costs over X amount on Amazon
(Edited)
Photo of skipbo2015

skipbo2015

  • 37 Posts
  • 10 Reply Likes
^^^^  And this, everyone, is the Viasat rep.....  figures.
Photo of skipbo2015

skipbo2015

  • 37 Posts
  • 10 Reply Likes
^^^^  And this, everyone, is the Viasat rep.....  figures.
Photo of SonyaA

SonyaA

  • 317 Posts
  • 76 Reply Likes
I never was told there was a user agreement or a contract you actually signed. My installer said when I agreed to have someone sent out over the phone was all I needed. I never signed anything at all. I just signed something saying that everything was installed and working right for the installer for them to cover them. 
Photo of Susan Jenulis

Susan Jenulis

  • 120 Posts
  • 75 Reply Likes
Thank you, I will be wiser next time around. In my lifetime, I have not bounced around with internet service, I am naive, but never too old to learn.
Photo of Brad

Brad, Viasat Employee

  • 3498 Posts
  • 1311 Reply Likes
Solid advice CO!

I wouldn't expect most people to ever read an agreement. I usually do not. IOS update? Eh whatever give me more emojis that I can use for dumb reasons! They probably have all the data on me anyway.

With that said though, I would recommend knowing a little about a service before signing up. Most have small print on the ads. We have been open about the limitations of satellite with speeds and data with a "What to expect" page and by having the info on our plan overview pages when seeing what's in the area. 
Photo of ggg rt

ggg rt

  • 193 Posts
  • 55 Reply Likes
I asked the local sales person and went over my needs at least 6 times over in 3 seperate conversations over several weeks if my speed would ever drop below 2megs and unlimited meant that I could always get on line and do searches. How would I know that he was a habitual LIAR scratching for a sale? He knew how to play me .
(Edited)
Photo of SonyaA

SonyaA

  • 317 Posts
  • 76 Reply Likes
I did not sign or do anything pertaining to a contract at all. I got a copy of the work order that I initialed that the internet was working and paid him for the pole mount. He gave me a sheet with webpage that I needed to sign in to check email with a temp username and password. If they have any type of contract with a signature on it it is NOT mine and the installer would have had to sign it cause I never signed anything. But this was quite a few years back also so I am LONG time out of contract anyway. 
Photo of SonyaA

SonyaA

  • 317 Posts
  • 76 Reply Likes
I did not sign or do anything pertaining to a contract at all. I got a copy of the work order that I initialed that the internet was working and paid him for the pole mount. He gave me a sheet with webpage that I needed to sign in to check email with a temp username and password. If they have any type of contract with a signature on it it is NOT mine and the installer would have had to sign it cause I never signed anything. But this was quite a few years back also so I am LONG time out of contract anyway. 
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 205 Reply Likes
I laugh at all these comments about the contract being available online.  So once you get internet, you can go read the agreement LOL

I clicked, I read, and my favorite parts are:

Despite a place to sign it states right at the beginning, the terms of the agreement commence when service is activated.  (THEN you can go READ the agreement?)

They retain the right to change the terms, fees, or service at any time, AND are under no obligation to notify you!

If you continue service for 5 days following a change or new contract, you are automatically bound by the change or new contract.

When a change or new contract is enacted, any and all previous agreements become null and void.

They hold no warranty or liability for any equipment or service.  

They hold no warranty or liability for any minimum speed.

You waive any and all right to seek litigation against them in court or by jury trial individually or in any class action.

WHAT A RACKET!   IMAGINE IF ALL BUSINESSES OPERATED THIS WAY!!!  IT WOULD BE UTTER CHAOS!!

Photo of ggg rt

ggg rt

  • 193 Posts
  • 55 Reply Likes
I need to change my business contracts , I am apparently behind the times. Screw the people and be happy..
Photo of ExSatUser

ExSatUser

  • 1609 Posts
  • 937 Reply Likes
All I can say is do your homework, and select the best internet for you. Dont listen to a sale or marketing pitch. Their job is to get the sale. They are going to do and say what is necessary.

Talk to friends and neighbors who have the service. Also a local dealer. Most, but not all, will tell you what to expect. Wireless providers use to have two year contracts too. For the most part those have disappeared. It is why prepaid plans are growing in popularity. No contract. No commitment.
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 205 Reply Likes
It all depends on what your priorities are.  They charge ridiculous prices and have one way contracts ... because they can!

I knew what I was getting into, I had Hughesnet and was VERY unhappy, the only other option?  Wildblue/Viasat.

Technology is expanding and improving every day.  Cell phone service is expanding.  More companies are expressing interest in satellite internet options., especially SpaceX and now Amazon with low orbit satellites.

As options grow, and the competition gets vicious, one can only hope the customer matters more.  Service will improve and prices (hopefully) will drop.
Photo of ExSatUser

ExSatUser

  • 1594 Posts
  • 932 Reply Likes
Good advice. And yes, competition is going to change things. It already has for some.
Photo of Nathan Hart

Nathan Hart

  • 439 Posts
  • 151 Reply Likes
In both of my installs the contract was presented to me on a notebook computer. It was easy to read. It pointed out the same items as the website. Warnings about game performance etc. I skimmed over it and signed it with no issues.
Photo of SonyaA

SonyaA

  • 316 Posts
  • 76 Reply Likes
I am guessing your a beta tester 
Photo of Nathan Hart

Nathan Hart

  • 439 Posts
  • 151 Reply Likes
Beta tester of what exactly?
Photo of ggg rt

ggg rt

  • 193 Posts
  • 55 Reply Likes
So you had no reservations with the the verbage in the contract as illustrated in the post's
here? .........
In summary
" you get what you get and it may not be much"
In addition " if you do not like it you can pay to terminate your service early"
Photo of Diana

Diana, Viasat Employee

  • 2409 Posts
  • 474 Reply Likes
Nathan,  thank you for posting your positive experience with your installation. It is important to read and ask questions before signing anything.
Photo of ggg rt

ggg rt

  • 193 Posts
  • 55 Reply Likes
Especially in this case
I am curious as to what percentage of users would have. "signed " UP if they had researched the complaints across the internet and then actually read the contract?????. I would have taken the chance , thinking what is the likelihood THAT/THOSE experiences would happen to me. ( AND WHAT A RIDE I HAD)
This is simply because SAT was the ONLY source in my area. The minute another source became available I gladly paid to resolve my suffering and stress.

I would not be proud to be a representative of this type of bussiness considering the number of complaints such a business has received with a mantra of "you should have read the contract and researched the pitfalls " regardless of what the sales staff and techs tell /told you.
(Edited)
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 204 Reply Likes
Yup, still on a long gone 10 plan.  I would love to up my data, but I highly doubt they will let me modify it now.

I loved it before the throttling changes.  Back when my "restricted" speeds were slightly slower than my peak speeds I was happy as hell!  2 - 5 avg peak speed and 1 - 4 avg restricted, it was pretty much business as usual.  I saw little if any change at all.

Now in restriction I am below 1, from 5 AM until midnight.  It is S L O W all day long until it starts getting busy, then FORGET IT!  Click 3 times to open a site  and it gets timed out, 4th time get redirected to a page reminding me I am out of data ... LIKE I FORGOT??? DUH!!  Cant open email, cant scroll Facebook.  I could care less if my speed is 2 or 200, I want and pay for INTERNET ACCESS!  
Photo of ExSatUser

ExSatUser

  • 1441 Posts
  • 851 Reply Likes
For you Ron you got two options. 1) Move. 2) Switch internet providers. I don't care what Viasat plan you are on in eastern Ohio, you are not going to see very good performance at times.

Of course, I would think it would get better as more people end their service.
(Edited)
Photo of aabbcc

aabbcc

  • 97 Posts
  • 28 Reply Likes
"I know it’s been said before, but switching plans away from Freedom 150 will restore your speed."
What's also been said before, it may restore speed, for 1/3 of the priority data at the same price (depending on available plans and prices, of course).
Photo of ExSatUser

ExSatUser

  • 1441 Posts
  • 851 Reply Likes
That is exactly right. Not all areas can get the same plans or performance levels. For me it worked, but that is because I dropped Viasat. I got better performance and saved money. People need to consider all alternatives and make an informed decision.
Photo of Ron Frank

Ron Frank

  • 320 Posts
  • 204 Reply Likes
ExSatUser I know where I live, and I know the problems associated with living here.  I moved from Fairfield county CT, one of the nations wealthiest areas, to rural Appalachia, it was like stepping back into the 50s!!  But I love the lifestyle here, and do NOT want that life again!

They have long wanted me to upgrade from my original Exede12/10 plan and my argument has always been, why pay for more data at speeds BARELY over my restricted speeds?  Their answer?  LOWER MY RESTRICTED SPEEDS!!!

For YEARS I couldnt wait for VS2 and "unlimited," despite that it was 3 TIMES what I pay now (on my limited income) I planned to part ways with DirecTV to make up the difference.  No wait ... its LIMITED "unlimited"!  No cord cutting on the TV here!

During my data loss issue last year customer service kept insisting I needed to upgrade to "unlimited" and I kept insisting I am NOT paying 3 times more for LIMITED "unlimited" suffering the same SLOW speeds on the already overcrowded VS1, with limited video capabilities!

Despite their original business model of "To provide high speed internet access to rural areas not served by conventional land based internet providers" there is no beam on VS1 dedicated to this area, one of the most heavily populated, and depressed rural areas in our country.  Now for mysterious reasons VS2 also has no beam dedicated to this area.

SMH, I have no beef with comments by those in areas seeing good service, its not anywhere near as annoying as listening to my friends complaining constantly about paying $100 or $120 a month for their TV, phone and DSL "bundle."  I COME UNGLUED!  I ask which of my bills they would rather pay?   $110 a month for my BASIC DirecTV, or $110 a month for my Exede voice and 10G of SLOW internet I cant do crap on??
Photo of Will Seemore

Will Seemore

  • 386 Posts
  • 125 Reply Likes
Best advice is to not believe any sales pitch and go find out what the neighbors in your close proximity have and if they are happy. That is all that matters. Anyone else sick and tired of the people living in the rare sweet spot bragging about Viasat? Those lucky individuals act like they some how earned the good service by having a better install and equipment than the masses whose satellite internet service is poor. Not sure if they are that dense or just want to be annoying.
Photo of GabeU

GabeU, Champion

  • 2178 Posts
  • 1336 Reply Likes
Does anyone know what happened to Casual Observer aka "others"?  
Photo of ExSatUser

ExSatUser

  • 1482 Posts
  • 880 Reply Likes
He is probably lurking around.
Photo of GabeU

GabeU, Champion

  • 2178 Posts
  • 1336 Reply Likes
It was odd that he just disappeared all of a sudden, and his page is gone, like either a mod deleted it, or he did.  I know the person went by a few different names over the last many months (I won't say which ones for his safety's sake), and I could usually track when he switched from one name to the next, but if he's back under another one I don't know what it is.  

It's just strange for such a long time member.  
(Edited)
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 3167 Posts
  • 2038 Reply Likes
He  most likely has gone because, while trying to help people, he got so many discouraging replies. I can't blame him for becoming inactive, but I am sure he is  still reading the posts for the entertainment value.
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
He's probably on vacation somewhere relaxing.

Photo of Susan Jenulis

Susan Jenulis

  • 120 Posts
  • 75 Reply Likes
Was watching Game of Thrones and couldn’t stop thinking how much Little Finger reminds me of Viasat.
Photo of SonyaA

SonyaA

  • 317 Posts
  • 76 Reply Likes
You guys need to download the TESTit app it sends actual speed to government so they know your not getting speeds of 25 plus and they can see where actual coverage is instead of the fake info they Get from provider to get government money
Photo of skipbo2015

skipbo2015

  • 37 Posts
  • 11 Reply Likes
This all stops the minute we get together and decide enough.   Not paying one more dime until this... this and this.....  We have the power.  We are just too selfish and self serving to use it.  It's all about what can I get.    In Europe they laugh at how gullible we are to advertising and how we are letting corporate America take over our country and scam all of us right before our eyes still believing that these companies actually care about us.   Meanwhile WE have the power.  I don't the the power WE have the power.   THESE COMPANIES DO NOT CARE ABOUT US THEY CARE ABOUT THE BOTTOM LINE AND THAT IS ALL.   THEY WILL DO AND SCAM ANYTHING THEY CAN GET AWAY WITH TO FURTHER THAT BOTTOM LINE.   WAKE UP PEOPLE!!

(Edited)
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
Uh What?  Sorry, I was sleeping...
Photo of ExSatUser

ExSatUser

  • 1551 Posts
  • 913 Reply Likes
Based on the activity of this board lately, you are not the only one!
Photo of GabeU

GabeU, Champion

  • 2216 Posts
  • 1350 Reply Likes
Wait... is it the weekend already?  
Photo of Jim16

Jim16

  • 2453 Posts
  • 2183 Reply Likes
Have they worked out the new "throttling" policy and spread the wealth around better?