Via Satellite Incorporated

October 2, 2014Dear Sirs:We are in receipt of the letter submitted to your attention on the above referenced claim from [redacted] ***,Via Satellite Field Management, Retail Management and Senior Management made contact with [redacted] on multiple occasions to address his concerns regarding the installation by one of our Satellite Service Technicians [redacted] ***'s concerns were addressed and at this time we feel we have accommodated his request to his satisfaction by reinstalling his system, Attached to this document are pictures of the completed installation that has been done to his satisfaction.Via Satellite and Dish Strive to make our customer experience best in class and ensure the Customer's satisfaction comes firstWe continually search for new ways to improve the customer's experience while training our technicians in new and changing technologiesFurther, we have discussed this particular installation with the original technician and addressed the concerns alleged by [redacted] ***.Should you have any questions regarding this information please feel free to contact our office at ###-###-####.Respectfully, Via Satellite, Inc.By:Todd BController

October 2, 2014Dear Sirs:We are in receipt of the letter submitted to your attention on the above referenced claim from *** ***,Via Satellite Field Management, Retail Management and Senior Management made contact with *** *** on multiple occasions to address his concerns
regarding the installation by one of our Satellite Service Technicians*** ***'s concerns were addressed and at this time we feel we have accommodated his request to his satisfaction by reinstalling his system, Attached to this document are pictures of the completed installation that has been done to his satisfaction.Via Satellite and Dish Strive to make our customer experience best in class and ensure the Customer's satisfaction comes firstWe continually search for new ways to improve the customer's experience while training our technicians in new and changing technologiesFurther, we have discussed this particular installation with the original technician and addressed the concerns alleged by *** ***.Should you have any questions regarding this information please feel free to contact our office at ###-###-####.Respectfully,
Via Satellite, IncBy:Todd B
Controller

October 2, 2014Dear Sirs:We are in receipt of the letter submitted to your attention on the above referenced claim from [redacted],Via Satellite Field Management, Retail Management and Senior Management made contact with [redacted] on multiple occasions to address his concerns regarding the...

installation by one of our Satellite Service Technicians. [redacted]'s concerns were addressed and at this time we feel we have accommodated his request to his satisfaction by reinstalling his system, Attached to this document are pictures of the completed installation that has been done to his satisfaction.Via Satellite and Dish Strive to make our customer experience best in class and ensure the Customer's satisfaction comes first. We continually search for new ways to improve the customer's experience while training our technicians in new and changing technologies. Further, we have discussed this particular installation with the original technician and addressed the concerns alleged by [redacted].Should you have any questions regarding this information please feel free to contact our office at ###-###-####.Respectfully, Via Satellite, Inc.By:Todd BController

Review: To: Whom it may concern
It started when I ordered dish internet service and the contractor informed me that the new dish network sat would not work because of the treesHe told me that they could use [redacted] to work but it would have to be moved over from where the existing poles were locatedHe called his sales department and explained the situation to them and the set up another appointment for me to have the work completedI spoke to the sales rep Scott and he told me if I wanted the same tech to come they would have to do it a couple days later because of his schedule being booked already so I agreed as the tech was very knowledgeable and professional after years of service to the contracting companyWas I surprised when a different tech showed up who was the most rude most unprofessional man they must have or I hope he is the only oneAs I explained what the last tech told me about the other poles not being a good choice and I did not want them used as I had planned on making them part of my garden he said he did not care what he said as he cut one in half to stick inside the other pole to use one screw to keep it from falling in the other pole which is crazy since he was putting a plus pound dish on top of it not only that I won't be using the pole for my indented purposeNow remember he cut my pole on my property that had nothing to do with him or his company without my permission then next he enters my home without knocking grabs my ladder and starts using it again without my permission as he is mouthing me in a very disrespectful manner after I confronted him about cutting and using the pole saying if I wanted the dish that is what he is doing and since he already did it there was no turning back which to me is destruction of property and very unprofessionalSo I called the rep who set up the appointment and told him that the tech could stop and leave my property in which he convinced me to give him a chance and finish the workSo I did and as I myself was in the same business I know everyone has a bad day so I asked him if he was ok and he went on a min ramp on how stupid his company was since the rest of his jobs were hrs away and they threw this one on him so I asked if he needed help with anything and got the response of I am trying to put this f-ing dish together that's my focus right now but the f-ing box of cable is laying right there go run the [redacted] lineNow that really blew me for a loop but I kept my cool because the whole point of doing this was to make my wife and father happy or he would have been gone the min he cut the poleSo after running the line to help out the insanely rude tech he came up to install the modem in which I walked in on him cursing his company and bad mouthing the sales person to whomever he was talking to because they did not enter the correct info for the modemHe then walked outside while waiting to have them switch the information in the computer system I asked him if he would not mind grounding the system which turned into a min argument with me that the system did not need to be grounded so I reminded him that it is NEC code which is a federal law that states the system does need to be grounded and that a [redacted] QC tech was just out who I asked about the ground because at my last house different techs would not ground the system I had there who also stated they don't need to be grounded I had to ground it myself which to me is a lack of proper trainingHe then told me the qc tech should be shot he is a f-ing a-- hole who strives to fail them to take their money which was nuts especially since all he needed was a foot ground wire because I already installed the ground block for him and had the split bolt on the house ground which took him all of seconds to do which did not waste his time because he still was waiting for the information to be changed in the computerAfter that he went back up to the computer room where he got the computer online said he was done without showing me anything about the homepage or how [redacted] or anything about the system works he said he did not have any more time to waste here on me because of Scotts screw up with the equipment he was leaving and Scott would bring the contract to be signed later that daySo I cancelled all plans as I waited for him to show and nothingLast night Sept 9, I get a call from Scott who informs me I did not sign the contract and it needs to be signed in which I tell him I waited all afternoon that day because his tech told me he would be out his response was I never told him that but I was going to come the next day but forgot all about itSo I told him I have no problem signing the contract as long as he comes with a supervisor or a quality control tech to check over the work since the other tech told me not to put it on the existing pole because it could soon be a line of sight problem because of the trees and that I would not sign a two year contract without verification that it would work for two years which to me makes senseHis response was I do not mean to be pushy but he did not have time to contact a supervisor as he was leaving to go to his sons football game and was not in the office but need to meet me to sign the contract because dish was breathing down his neck to get it signed or they would not get paid by them for the jobWhich is not my problem since you failed to show up and then forgot about it till you are threatened not to get paid for the job and I am not willing to sign a contract if the service may or may not work bring a supervisor or qc tech to verify and I will be glad which he told me to sign it and they would worry about that later and after my experience I will not take that chance so he then threatened me that he would come to my home and take the equipment out of my home or have my services shut off which is nuts since I am a valued dish customer who is paying for the serviceI have called dish network who is sending one of their qc techs out this Friday so hopefully I can trust his opinion and will then sign the contract if it is ok but since my call with dish I have received four threatening calls about having the equipment taken from my home or my service cut off by this ScottSo we will see what happens I can only hope this does not happen to people who know nothing about the way the operation works or any older people who can have a quick one pulled on themSince this has happened Scott who stated he was a Via Sat supervisor and a Via Sat quality control technician I believe named James came to my home on Friday September 12, Both individuals stated that the install was an improper install done from the mounting of the satellite dish to the use of unauthorized cable and that they would have a different technician come and do a reinstall of the system and could not explain the lack and poor quality of work and also the destruction of property by cutting a metal pole that was on my property without askingI explained to them and Dish network that I would not sign the contract unless the work was corrected and Scott promised me that it would be taken care of a.s.a.pso I agreed to sign the contractIt is now Monday at pm estand I have not heard anything so I called Scott to find out what was going on and he had no response and said "well I will try to find out something maybe today or tomorrow"I feel that since I have signed the contract that I am being blown off by the companyMy reasoning for that response is quite simple that if there was a major screw up by my employee I would have tagged this job as a priority and called me the customer first thing this morning days later to explain that something would be done and when and if I would be available to have the job done even if it was an appointment set up for several days laterI would never have not have call the customer back and then not have some response.Desired Settlement: My only outcome is to have a properly installed system per hughesnet and Via satellite own policies and also if this is the way the company runs its business I feel that there needs to be some serious policy or supervisory changes along with a new or continued training program for all employees in this particular officeI feel that a timely response should be taken from the corporate office to the local branch here in Front Royal, Virginia
Business
Response:
October 2, 2014Dear Sirs:We are in receipt of the letter submitted to your attention on the above referenced claim from [redacted],Via Satellite Field Management, Retail Management and Senior Management made contact with [redacted] on multiple occasions to address his concerns regarding the installation by one of our Satellite Service Technicians[redacted]'s concerns were addressed and at this time we feel we have accommodated his request to his satisfaction by reinstalling his system, Attached to this document are pictures of the completed installation that has been done to his satisfaction.Via Satellite and Dish Strive to make our customer experience best in class and ensure the Customer's satisfaction comes firstWe continually search for new ways to improve the customer's experience while training our technicians in new and changing technologiesFurther, we have discussed this particular installation with the original technician and addressed the concerns alleged by [redacted].Should you have any questions regarding this information please feel free to contact our office at ###-###-####.Respectfully, Via Satellite, Inc.By:Todd BController