ViaSat, Inc.

Thank youRevdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Mr***’s rebuttal to our attention
In response to this rebuttal, ViaSat has reached out to its collections agency to inquire about the payment Mr*** madeViaSat has been advised that the collections agency will be issuing Mr*** a refund, but that it may take him a full days to receive itMr***’s account has been removed from outside collections with the balance due waived in full as of March 8,
Thank you for the opportunity to respond

Thank you for bringing *** ***’ complaint regarding to our attention*** *** is receiving ViaSat’s Liberty Internet service plan at $a month, plus applicable taxes and a $monthly lease feeThis service plan provides GB of priority data per month, 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 resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by *** *** on January 22, The Customer Agreement, signed by *** *** and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without notice.Our records show, *** *** transitioned her ViaSat services from ViaSat’s Liberty GB service plan to ViaSat’s Liberty + Free Zone service plan on May 15, This service plan provides GB of priority data per month, 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.As *** ***’ account was upgraded on May 15, 2017, her monthly charges increasedHer new monthly service plan is $month, plus applicable taxes and a $monthly lease feeHer May 24, bill included a prorated charge of $On May 25, 2017, *** *** contacted ViaSat’s Customer Service department to discuss these chargesDuring her conversation, *** *** was educated that the monthly service charges increased due to the change in plans, and offered a $goodwill credit as a gesture of good faith.In response to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect *** ***’ ViaSat account with waiver of the half the applicable early termination feesUpon disconnection, *** *** is 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 AgreementA *** 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 instructionsIf *** *** would like to discontinue her services, she may contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket number ***.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

Complaint: ***
I am rejecting this response because: 1) Viasat wrongfully debited money from my account for equipment that had already been returnedIt was never LATEAfter the money was taken, I immediately took action and called ViasatThey said it was a miscommunication between the accounting department and the warehouseThey had my equipment all along2) Viasat Inc has had difficulty pinpointing when these "charge backs" occurred, which has made it very difficult for myself and my bank to try to resolve this matterFirst they claimed it occurred on October 29, and then it was January 29, Now they're saying its the 15th of those monthsI have bank statements proving I never received two refundsYes, I received the check refund on October 9, I immediately endorsed and deposited the check in my bank account so my bank could withdraw it and close out the provisional credit they gave meIf a charge back occurred, I have no knowledge of it and have proven time and time again by letters from my bank and statements from my account that this is trueI have explained this confusion to my bank and they have no knowledge of these charge backs occurring either.
Sincerely,
*** ***

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 equipment Speeds 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:The complaint was not about the amount of money, As I wroteThe complaint was about the lack of information, and no final document, closing the account. I wish that the respondent had read my complaint
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to Viasat’s attention.Our records indicate Mr*** is receiving Viasat’s Liberty GB service plan with the Free Zone afor $a month, in addition to Viasat’s EasyCare program for $a month, applicable fees, and a $monthly lease fee
Viasat’s EasyCare program provides customers with the ability to receive necessary service calls at no cost to them, as well as one free relocating of their equipment per yearUnfortunately, there was an error with scheduling a service call Mr*** had requested, and he was charged for the $service feeWe apologize for any inconvenience this may have caused Mr***.Mr*** advised Viasat of the charge on January 1, 2018, his bill cycle dateThe Viasat representative assisting submitted the request for his refund, which can take up to to business days to review, as well as a credit of $for Mr*** downtimeMr*** should see this credit on his next bill. In order to bring this complaint to resolution, Viasat has refunded the $he was charged in error to the payment method on fileMr*** should see the funds within the next three to five business daysIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care Department at 1-855-463-9333.Thank you for the opportunity to respond.

As stated in ViaSat’s previous reply, the usage consumed was identified as validHowever, as a gesture of good faith, ViaSat already credited the account $8,Due to this credit, and the usage being identified as valid, ViaSat is unwilling to credit he account any further ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at *** If *** *** as any additional questions or concerns regarding her usage or the billing of her ViaSat account, she may contact ViaSat’s 24-hour Customer Service at ** ***. Thank You!

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 Mr*** on July 21, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat did receive a chargeback of $from Mr*** which means that Mr***’s financial institution refunded him those charges and issued them back to ViaSatViaSat moved forward with forwarding these charges onto a collection agency as they were valid chargesIn order to arrive at a resolution ViaSat has removed the account from collections and credited off the $from the accountThe charge of $for early termination fees are valid and will not be issued back as a refund per the signed customer agreementMr*** will want to make sure the two pieces of required equipment are sent back so no further charges take place to the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing *** *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
We apologize that *** *** has recently experienced connectivity issues Due 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 equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
On August 12, *** *** contacted ViaSat's customer service department to discuss her connectivity concerns During her conversation with ViaSat's customer service representative, *** *** was advised that a service call would be scheduled to determine if there are any issues at her locationOn August 21, ViaSat's certified technician went to her home and determined that her connectivity issues were directly related to third party hardware (router) at her location*** *** insisted that the problem was with the line of sight; however, ViaSat's technician did not find any issues with the line of sight of her dish
*** *** has been issued a $goodwill credit on August 12, for a free month of serviceAdditionally, she was credited $for the service call charge ViaSat will agree to issue a service call for relocation of her satellite dish; however, ViaSat does not believe there is an issue with the line of sight and rather the third party hardware*** *** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to schedule the free service call for reinstallation of her equipment
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Hi there, I had responded to their comment, before I looked at my account. They gave me a refund of $on 10/22/2016, and then charged my card AGAIN for $135.00 I do not understand what this company is doing, but they need to be stopped
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I cannot believe this is a just and honorable decision under these circumstances and will be researching and exploring other options for now Thank you for your help.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention. The Customer Agreement provided to each new customer, and signed by Ms*** *** on March 20, and also available at exede.com/legal, 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 term. Customers 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.It is our goal to provide our customers with the best internet experience possible. However, 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 software. Because of these many variables, Viasat cannot guarantee any particular speed to our customers. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.On April 25, 2018, Ms*** contacted Viasat in regards to the speed of her Viasat serviceThe Viasat representative assisting her advised that Viasat cannot perform troubleshooting via email or chat, and directed Ms*** to contact Viasat’s Customer Care for further assistance. On May 2, 2018, Ms*** contacted Viasat to state that she was experiencing slow speeds, and had been since her installation dateThe Viasat representative Ms*** spoke with offered Ms*** a credit of $for a free month of service, and stated that if Ms*** speeds did not improve, Viasat would waive Ms*** early termination feesMs*** accepted the offer of the credit, which was then placed on Ms*** account in a pending approval status. On May 11, 2018, Ms*** contacted Viasat to request to disconnect her Viasat services due to experiencing slow speedsA Viasat representative offered Ms*** a free service call, which Ms*** declinedMs*** was read all disconnection disclosures, including information on early termination fees, and the disconnection was processed successfully that day.On Ms*** monthly billing cycle date of May 24, 2018, Ms*** bill generated in the amount of $for early termination fees in the amount of $and $for various taxesViasat was successful in taking payment the same day. Ms*** contacted Viasat on May 24, to request information about the billing that had occurredA Viasat representative advised her incorrectly that the early termination fees were valid, and could not be refundedViasat apologizes for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat has processed a refund of the $that was billed for early termination fees to Ms*** payment method on fileViasat has processed this refund as of May 25, 2018, and it should be seen in Ms*** account within the next three to five business days. Ms*** is 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.If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat records all calls for quality assurance purposes, and at 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 fees should the account be disconnected prior to the month termEach of these points are also addressed on the customer agreement signed by Ms*** on March 21, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction Currently the account remains active; ViaSat has not been able to read Ms*** the disclosures in order to have the account disconnectedMs*** calls in to disconnect but the proceeds to disconnect the phone call when the agents start to read the disclosuresViaSat does not agree to waive the early termination fees as this was discussed at the point of sale; however, in order to arrive at a resolution ViaSat will agree to waive half of the early termination fees and issue Ms*** her last payment of $back as a refund Ms*** will need to contact customer service at 866-945-and reference ticket number to have the account disconnected and to take advantage of this offerThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:Over complaints for the same issue and you people use the same banned response for all of themYour service is a scamYour business practices constitute fraudI will see to it that there are prosecutions for you and your con artist employeesAt he very least, I will make sure there is a class action lawsuitBeing in bed with the government and telecom companies does not exempt you from prosecution
Sincerely,
*** ***

Thank you for bringing *** ***’s response to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt this time *** *** is no longer due any refunds from ViaSatAll refunds have been issued back to *** ***The $*** *** is inquiring about was refunded back to the payment method on file on November 29, If *** *** feels that this refund was not issued back she will need to provide a rolling bank statement for all of November into December showing that the refund was not issued back so ViaSat can investigateThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: today wed april 13th we called and requested to get reconnected and since we had sent the equiptment back then they have to send someone outbut they also told us that we have to pay to get it back reinstalledand we have different numbers a number we was givien today *** and vicki who gave us a number of *** and were we was told in this that if we reconnect that we would get the backso we set the account back up and they will be out on 4-between 2-pm but we shouldnt have to pay more money to get the service reconnected and the should be returned like the last email saidso something has to happen wave the and set the service up like we was told
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention. Viasat is a paperless companyAs a result, Viasat typically requests that customers make their payments via card or through an electronic funds transferViasat will sometimes accept paper checks as a one-time courtesy to our
customers. Our records indicate that Ms*** was written off to Viasat’s collections agencies on January 9, 2017, for the unpaid amount of $On January 16, Viasat received a payment via check for the $that was past dueAs of that day, Ms*** account was removed from collectionsViasat did not report Ms*** account to any credit agencies.At this time, Viasat feels that all appropriate actions have been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 Mr*** on December 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionThe customer agreement states that ViaSat does not guarantee the service will be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe customer agreement also advises that the service speeds may vary and are not guaranteedDue 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 activityViaSat shows that Mr*** has called in numerous times since his install regarding speeds and connectivity issuesIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Mr*** payment methodHe will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond