ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On June 5, ViaSat sent Mr*** a package with a return label and shipping boxes
Unfortunately the shipping labels sent to Mr*** did not allow for him to ship the equipment back in a timely manner, and the shipment was returned to him on July 2, Due to this error, on July 28, ViaSat charged Mr*** $for failure to return the leased equipment
We apologize for this error, and understand the frustration this may have caused Mr***Considering this information, ViaSat has issued a refund of $to Mr***'s payment method on file as of August 20, The refund should be received by Mr*** in three to five business daysIf he does not receive the refund by August 27, 2015, please advise
Again, we apologize for any frustration or confusion this situation may have causedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the refundI do not have a confirmation from the company that they have the packageThat my banking info has been removed from there records or that they will not charge me at a later date down the roadI would like this information in writing, so that we can close this misunderstanding
Thank You
Final Business Response /* (4000, 9, 2015/08/27) */
ViaSat did not receive Mr***'s package; however, as a gesture of good faith we issued the refund of $to the payment method on fileThe payment method on file has since been removed, and no further charges will occurWe believe this complaint has been resolved per this information Thank you

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr.*** contacted ViaSat on May 2, to discuss the connectivity of his ViaSat servicesDuring his conversation with the ViaSat representative,
Mr*** was advised that his service issues were directly related to weather in the area, but that his antenna needed realignmentAs a gesture of good faith, the ViaSat representative issued a goodwill credit of $to Mr*** account for one month of free services. On May 5, 2016, ViaSat’s Home Service technician went to his location to remedy the problem; however, Mr*** was not homeDue to this, the technician left as they are unable to access a customer’s home unless they are there This same day, Mr*** called ViaSat to request the cancellation of the service call and disconnection of his account as he was unhappy that the ViaSat technician did not wait at his homeWhen Mr*** was informed of the Early Termination Fees he requested that the services remain active and requested to have another service call issuedHowever, as Mr*** was informed of the $service call he requested to move forward with the disconnection of his ViaSat account ViaSat does not agree to refund the charges collected on May 3, as Mr*** requested to disconnect his accountThe Customer Agreement, signed by Mr*** on December 19, and available at exede.com/legal, states that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their serviceIn order to resolve the complaint at hand, ViaSat is unwilling to waive Mr*** Early Termination Fees in their entirety; however, ViaSat does agree to waive half of the approximate $285.00, not including taxesMr*** will be responsible for approximately $Additionally, at the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishIf Mr*** would like to have a technician home to his home to remove and dispose of the dish, please have him contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463- Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This response states balance for equipment I sent back asapThis company is still trying to charge my cc 323.?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does not issue refunds for unused services on any accountsMs*** was charged just before the account was
disconnected for that month of serviceIn order to arrive at a resolution ViaSat has agreed to issue the refund of $back to Ms*** today November 6, and Ms*** should see that refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Monies were refunded

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on March 6, and available at exede.com/legal, advises that
the service speeds are not guaranteed and may varyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** is transitioned to ViaSat's Liberty GB service plan on November 24, This service plan provides customers with an GB of priority data per month at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Ms*** contacted ViaSat via email on November 30, to report that she was experiencing slow download speeds while she still had dataIn response, the ViaSat representative advised Ms*** that ViaSat provides download speeds up to Mbps, provided her with general troubleshooting steps, and suggested that she contact ViaSat's 24-hour Customer Service Department via phone call for further assistanceViaSat has not had any further interaction with Ms*** since this email
Our review of Ms***'s account as of December 4, shows that she has exceeded her monthly priority data, and is currently receiving the Liberty Pass speeds as described above
As ViaSat has not been provided with any opportunity to resolve her speed concerns, if Ms*** chooses to move forward with the disconnection of her account, she will be charged her early termination fees in full
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Repeating the same thing over and over again does not solve the problem, Exede's service is poor and they know it just check out *** complaints.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreement signed by Ms*** on March 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionWe understand Ms*** is stating that the technician that came to her home bad-mouthed the service and the provider and ViaSat will be following up on that complaintIn order to arrive at a resolution ViaSat is agreeing to issue a refund of $for the charged early termination fees; however, the installation fee of $will not be issued backOnce the service is installed the installation fee is non-refundableMs*** will see the refund of $back within 3-business days to her payment methodPlease make sure to use the prepaid shipping label and box provided to send back the necessary equipment in order to avoid any future chargesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention
Regarding the discount of $off per month for the first months, ViaSat did not advise in our previous response that Ms*** was no longer receiving thisViaSat was merely providing Ms*** with information applicable to her accountMs*** will continue to receive this promotional offering for the next two months, after which it will expire
Ms*** payment method has been removed from her account as of May 16,
As a final resolution to this complaint, ViaSat will waive the balance due of $currently on Ms*** account, and resume it from suspension for nonpaymentHowever, ViaSat will not agree to apply any further discounts onto Ms*** account at this time
The credit of $has been applied to Ms*** account as of May 25,
Thank you for the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention
As Ms*** billing issues were resolved, ViaSat once again does not agree to waive her early termination fees should she disconnect her service
We apologize for any misunderstanding regarding the billing for ViaSat’s service Unfortunately, purchasing ViaSat’s service with DIRECTV does not bundle the billing ViaSat handles customer billing for its own services and, therefore, Ms*** is billed separately for her ViaSat internet service Customers who purchase service through DIRECTV receive a discount of $off their DIRECTV bill per month for months
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** on February 3, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** is currently receiving ViaSat’s Exede Liberty 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 10GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThis plan also provides a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
Our records show Ms*** called ViaSat on March 17, because she had exceeded her data, at which time she was reminded of the Data Allowance PolicyDuring this conversation, the ViaSat representative also provided Ms*** with a detailed breakdown of her usage by traffic type, informed her on how she could reduce her data consumption, and how she could obtain more data (transitioning her service plan, buying more)The ViaSat representative also provided Ms*** with 2GB of complimentary data as a gesture of goodwill
Currently, Ms*** has used 9.7GB of her 10GB monthly priority dataThe majority of this usage has gone towards web browsing, media (e.g., Netflix, YouTube, video downloads, etc.), social networking, system updates, storage (e.g., online backup), software updates, miscellaneous apps, communications (e.g., audio calls, instant messaging), and online gamingHer usage is scheduled to reset on June 4,
Once again, ViaSat does not agree to waive Ms*** early termination fees if she chooses to move forward with the disconnection of her account
If Ms*** has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

In response to Ms***’s rebuttal, ViaSat was not notified by her bank of the chargeback until September 7, At the time ViaSat received this chargeback; ViaSat agreed to honor the request and added a credit to her account to offset the pending balanceGiven this information, and our previous reply, Ms***’s ViaSat account does have a zero balanceThank you

Thank you for bringing *** *** rebuttal to our attention
Unfortunately, due to an error, *** *** early termination fees were not waived as promised in ViaSat’s initial responseSubsequently, on June 28, 2016, ViaSat collected a payment of $for her early termination fess ($344.50), a month of Exede Voice services ($15.48), and applicable taxes ($3.96)We apologize for any frustration this may have caused *** *** to experience
As resolution to this complaint, ViaSat has issued a refund of $as of July 25, It will take *** *** 3-business days from the issue date for her to see it deposited into her account
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attention
The Customer Agreement signed by Ms*** on May 4, states that Viasat does not provide a prorated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also advises that customers are
responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box and free return shipping label within a week after disconnectionAny request for assistance with uninstalling the equipment is associated with a standard $service call fee
Our records show Viasat charged Ms*** $in monthly service fees on December 8, 2017, but the payment failedMs*** contacted Viasat the same day to disconnect her accountDuring this conversation, Ms*** was informed of the balance due and the disconnection disclosures, including the return of the equipmentWhen Ms*** disputed the balance due, she was informed that the balance was considered validShe was also informed the service call fee when she requested that a technician assist with the uninstallation of the transceiverMs*** moved forward with the disconnection of her account, but did not move forward with ordering a service call
Ms***’ equipment was marked as returned on December 22,
On January 8, 2018, Viasat successfully collected a payment for the balance due of $Ms*** sent an email regarding the payment on January 9, 2018, at which time she was advised that the December 8, payment had failed, and that this payment satisfied that balance due
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of February 6, Ms*** should be advised that it make take to business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I was informed by the technician to go out and get a third party modem, each time I called back I was transferrd aroundI can show phone records where I was on hold and spent more then hours to get this resolvedOn top of that I went out and bought a second modem that was new and did trouble shooting with modem carrierIf phone records are needed I can provide the detailsOn the last call I was informed that by the rep she would try to get a resolution and call me back yet this was never done
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any frustration or confusion this situation may have caused At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees,
and the equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Ms*** on August 06, and available at ***An account cannot be established without the customer’s electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfactionOn August 7, 2016, Ms*** contacted ViaSat to discuss the connectivity of her ViaSat accountDuring her conversation with ViaSat’s representative, she was walked through rebooting and powercycling her systemAfter completion, Ms*** was able to successfully access her services with speeds of downloadOn August 12, 2016, Ms*** contacted ViaSat to discuss the disconnection of her ViaSat account as she stated the services were not workingAt that time, Ms*** was in breach of the data allowance policyThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workDuring her conversation on August 12, 2016, Ms*** was educated on the Customer Agreement and early termination fees that would apply should she wish to move forward with the disconnection of her accountBecause of this information Ms*** declined to move forward with the disconnection of her account and her ViaSat account remained active As a gesture of good faith, and in order to resolve this complaint, ViaSat will agree to disconnect Ms*** ViaSat account with waiver of the early termination fees and refund the charge of $collected on August 4, However, Ms*** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnIf Ms*** would like to accept this offer, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-#### and reference ticket ***Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration ViaSat's Data Allowance Policy may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale
Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on November 3, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
On November 4, Ms*** contacted ViaSat's Customer Service Department to discuss the Data Allowance Policy and ways to conserve her usageDuring this conversation, Ms*** informed ViaSat's representative that she was unable to identify what was causing the data consumption
Ms*** contacted ViaSat again on November 5, and requested that her ViaSat account be disconnected due to the Data Allowance Policy and its limitationsViaSat's representative advised Ms*** that if she choose to disconnect she would be responsible for the applicable early termination fees per the signed Customer AgreementMs*** disputed these fees and ultimately requested to speak with a ViaSat supervisor
During her conversation with ViaSat's supervisor Ms*** was once again reminded of the early termination fees and the signed Customer AgreementMs*** once again disputed these fees and ended the call as she stated she would contact her Attorney to dispute these fees
In order to bring this complaint to resolution, ViaSat is unwilling to waive Ms*** early termination fees in full However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment Ms*** can call a ViaSat Customer Care Agent at X-XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of her account
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat did agree to waive half of the early termination fees plus refund the first months billingThough I believe that any consumer should be released from any long-term contract fees if service was deemed to be inadequate within a reasonable time (i.eat a minimum business days or less)I am willing to accept the offer in order to proceed with other adequate services in a timely manner
Final Business Response /* (4000, 14, 2015/11/30) */
Thank you for bringing Ms***' reply to our attentionIt was confirmed that a refund of $was issued on November 16, Additionally, half of the Early Termination Fees were waived as wellGiven this, ViaSat believes this complaint has been resolvedThank you
Final Consumer Response /* (2000, 16, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Mr*** had his service moved in May of as a one-time move he agreed to a new month minimum service term commitment which is what makes the move freeWe
apologize if Mr*** feels this was not communicated to his satisfactionMr*** called ViaSat on May 5, to have the services cancelled and at that time Mr*** was advised that he was still in a contractIn order to arrive at a resolution ViaSat has agreed to waive the remainder of the contract so that Mr*** has a $balanceMr*** will want to make sure he returns the equipment using the prepaid label and box supplied by ViaSatThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** is receiving Viasat’s Unlimited Data Gold at $a month, plus applicable taxes, $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Gold service plan provides unlimited data usage
at regular speeds up to MbpsThe service is optimized for streaming at last screen devices or 720p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Ms*** called into Viasat on January 20, to report that she was experiencing slow speedsDuring this conversation, the Viasat representative informed Ms*** that she had exceeded the above-referenced GB threshold and that her data had been prioritized behind other customersWhen she advised she believed she was receiving a day trial period, she was correctly informed that Viasat does not provide a trial period of any length for its services
A second call was received from Ms*** the same day regarding her services, at which time Ms*** was educated on network congestionAs a gesture of goodwill, the Viasat representative offered Ms*** a $goodwill credit, which she accepted
The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
As resolution to this complaint, Viasat will agree to waive Ms*** early termination fees in full if she disconnects prior to February 4, Ms*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no*** to disconnect service
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment
lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by *** *** on June 9, and available at exede.com/legalWe apologize if *** *** these points were not communicated to his satisfaction
Our records show *** *** ordered service through DIRECTV, an authorized sales agent of ViaSat, on June 2, 2016, at which time he elected ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe service was scheduled to be installed on June 6, 2016; however, it was rescheduled for June 7, due to weather-related delaysThe technician attempted to contact *** *** on June 7, to advise him of their estimated time of arrival, but was unable to get in touch with him until later that night, at which time the service call was rescheduled for June 9, 2016, per *** *** request
Regarding the charge of $*** *** as charged for the installation fee on June 3, 2016, our records show *** *** contacted ViaSat about this amount on June 9, 2016, at which time she was correctly advised she would receive a credit of $towards her first month’s bill for the chargeThe credit of $covered her first month’s bill, providing a leftover credit balance of $*** *** was not charged for his first month of serviceDuring this conversation, MsRodriguez was also provided with details of her service plan and the ViaSat services, including the 24-month minimum service term
The Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
On June 10, 2016, ViaSat received a call from *** *** advising that he felt he’d been misled about the speed and pricing of her service plan, as well as the 24-month minimum service termDuring this conversation, he also advised to the ViaSat representative that the service was slow and that they were unable to stream and game onlineThe ViaSat representative advised *** *** that certain games would not work well on ViaSat’s network, and that some would not work at all*** *** was also provided with details of the Liberty service plans, but offered to escalate a complaint on *** *** behalf for his point of sale concerns*** *** acceptedUnfortunately, the ViaSat representative did not escalate the issue correctlyWe apologize for any frustration he may have experienced with ViaSat
ViaSat received another call from *** *** on June 13, 2016, at which time he requested to disconnect service because it was not workingThe ViaSat representative offered troubleshooting for his concerns, but *** *** declinedThe ViaSat representative reminded *** *** of the early termination fees, and the call ended shortly after
On June 14, 2016, *** *** called ViaSat to disconnect, at which time he was advised that the early termination fees would not be waived if ViaSat wasn’t provided with an opportunity to resolve his concernsAt this time, a free service call was ordered and scheduled for June 16,
ViaSat’s technician went out to *** *** home on the appointment date, at which time it was determined that there were no issues and that *** *** was receiving download speeds above advertised range*** *** called later the same day to request disconnection, claiming that the technician had been unable to get him online and had advised him to cancel the service with the early termination fees waivedAs there were no notes from the technician advising this, *** *** said he would contact the technician to request additional notes be placed on the work order
*** *** called ViaSat a second time the same day, at which time his account was disconnected and a request for the waiver of the early termination fees was escalatedThis waiver request was rejected on June 17, as no issue had been found with *** *** service at the time of the service call*** *** was advised of this during a conversation with a ViaSat representative on June 20,
In recognition of *** *** short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees as a courtesy*** *** is responsible for returning ViaSat’s modem and transceiver within days of his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by *** *** on June 1, and available at exede.com/legal, states that customers are responsible for returning ViaSat’s modem
and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection for the return of the equipmentAny request for assistance in uninstalling any of the equipment is associated with a standard $service call fee
*** *** called ViaSat on April 8, to disconnect his account, at which time he was reminded of ViaSat’s equipment return policyWhen *** *** informed the ViaSat representative that he would be unable to retrieve the transceiver on his own, due to his health, the ViaSat representative advised him that they would provide him with a free service call as a goodwill offer*** *** accepted the service call offer and moved forward with the disconnection of his account
Unfortunately, the service call fee waiver was rejected by a ViaSat supervisor the same day as the service call fee was considered valid
ViaSat’s technician went out to *** ***’s home on April 11, 2016, at which time he removed the transceiver from the satellite dish and delivered it to *** *** for its returnViaSat’s modem and transceiver were returned on April 19,
On April 28, 2016, *** *** called ViaSat regarding the waiver of the service call fee, at which time he was advised that the request had been rejectedViaSat charged *** *** $on May 4, for the service call fee, plus taxesThis payment failed*** *** called in about the balance due on May 27, 2016, at which time he was reminded that it was for the service call fee and that the waiver request had been rejected
In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from *** ***’s account as of May 31,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
On November 9, Mr*** contacted ViaSat's customer service department to advise
that he had yet to receive the lease recovery boxes to return his equipmentDuring this conversation Mr*** was advised that a request would be made to ship the boxes to his new locationOn November 12, this shipment was sent to Mr***
ViaSat received contact from Mr*** again on November 30, requesting a refund of $as he stated the leased equipment was sent back to ViaSatUpon investigation, ViaSat's representative did determine that his equipment was returned and that a refund of $would be requestedOn December 1, Ms***'s payment method on file was issued a refund of $Mr*** should have received this refund within three to five business daysShould he have not, please have him contact our customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 16, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)