ViaSat, Inc.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWE apologize for any confusion or frustration this situation might have caused On August 20, 2016, Mr***’s ViaSat account was charged $for failure to return the leased modemViaSat received a call from Mr***
on August 21, to discuss this chargeDuring his conversation with the representative Mr*** was informed that the charge occurred due to our failure to receive the leased modemCustomers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they 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 is delivered to their home address within a week after their disconnection, and it includes return instructions In order to bring resolution to this complaint, ViaSat has issued a refund to the payment method on file for the $collected on August 20, Mr*** should receive the refund in three to five business days Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any issues he may have experienced regarding ViaSat’s Data Allowance Policy? Our records show Mr*** is receiving ViaSat’s Exede GB Internet service plan at $a month, plus applicable taxes and a
$monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps, and upload speeds up to MbpsMr***’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Mr*** on March 20, ? 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 www.myexede.net? Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work ? The most common causes for high data 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 (e.gviewing pictures on Facebook or through SnapChat)Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost? On January 6, 2017, ViaSat received a call from Mr*** regarding his usageDuring this conversation, the ViaSat representative educated Mr*** of his usage and how to monitor the usage via the self-help siteAdditionally, Mr*** was educated on alternate plans available to him within his area, buy more, and how to monitor his usage correctly ? Later on January 6, 2017, Mr*** contacted ViaSat once to discuss the Data Allowance PolicyHe was once again educated on the data allowance policy, and alternate plans available within his area ? Should Mr***’s current plan not be meeting his needs, the following plans are also available in his area: ? Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease feeLiberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede-10GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Exede-15GB - $a month, plus applicable taxes and a $monthly equipment lease fee? As of today, February 17, 2017, Mr*** has used GB of his GB plan, and GB of additional usage was purchasedThe majority of Mr***’s usage has gone towards web browsing, other traffic (software updates, secure connections, and generic traffic), system updates, and marketplaces (app stores, eReaders)? If Mr*** would like to transition his service to a plan that better meets his needs or is experiencing any issues with his service, he may contact ViaSat’s 24-hour Customer Service Department at ***.?

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Our records show Mr*** called Viasat on December 7, to move his service to a new location, at which time his request was processed accordingly
ViaSat’s technician went out to Mr***’s new address on December 23, Unfortunately, the technician was unable to find grounding for the installation and, therefore, was unable to complete it
On January 1, 2017, ViaSat charged Mr*** $in monthly service fees on his original accountAs there was no payment method on file, no amount was collected
Mr*** called ViaSat on January 3, to make a payment for the balance due and to disconnect the accountDuring this conversation, Mr*** advised that the ViaSat technician had been unable to complete the installation at his new homeThe ViaSat representative disconnected Mr***’s account and escalated a request to have the early termination fees waivedUnfortunately, the request was denied on January 4, We apologize for any frustration this may have caused Mr*** to experience
On February 1, 2017, ViaSat charged Mr*** $in early termination feesAs there was no payment method on file, no amount was collected
Mr*** called in the same day regarding the balance due, at which time he advised the representative that he’d had two technicians go out to his new home for the installation of serviceThe first technician had been unable to complete the installation, but the second technician had been able to install an account under a different name at the service addressAs Mr*** was unable to provide the new active account number, he was advised to call back once he had that information
On February 18, 2017, Mr*** provided ViaSat with the account number associated with the active accountOnce again, a request to have the early termination fees waived was escalatedUnfortunately, this second request was also deniedMr***’s account was sent to outside collections on February 21, Mr*** was advised on March 6, that his waiver requests had been denied
As resolution to this complaint, ViaSat has moved forward with having Mr***’s account removed from collections as of March 7,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation 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 July 31, 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 filesDue 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*** contacted ViaSat's Customer Service Department on August 11, to discuss the disconnection of her accountDuring her conversation with ViaSat's customer service department, Ms*** was advised that should she disconnect she would be responsible for early termination feesMs*** did decide to move forward with the disconnection of her ViaSat account
As a gesture of good faith ViaSat will agree to refund the $collected on September 2, This refund will be issued back to the payment method on file on September 3, and should be received within three to five business daysHowever, 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, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response and appreciate the fact that they are willing to refundI understand all the information provided in the above message however, my complaint was that it was totally misrepresented to me at the initial callThe equipment has already been returned, it was sent USPS on Friday August 28th, Please see photo attached from the post office I would hate for you to charge me $300, when I did in fact send the equipment backThank you, *** ***
Final Consumer Response /* (3000, 14, 2015/10/12) */
As the defendant said in their response that they would reimburse the $370.86-to this day they still have not credited my credit cardI would like to know why and what the hold up is?
Final Business Response /* (4000, 16, 2015/10/14) */
It is unclear the rebuttal Ms*** has submittedViaSat has issued Ms*** a refund of $for the payment collect on September 2, and no charges have occurred for failure to return the leased equipmentCurrently, Ms***'s ViaSat account has a zero balanceThank you

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms*** purchased ViaSat’s WildBlue Value service plan on April 22, The data usage on ViaSat’s WildBlue service plans are
measured over a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both their download and upload usage thresholds.? 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 and it is also available at ***.? 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.? 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.? Programs that are running in the background, the router, and day-to-day activity can also affect speedsThe 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 filesCurrently, Ms*** has used GB of her download usage and GB of her upload usageOn November 2, 2016, Ms*** was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offer We apologize for any frustration Ms*** may have experiencedShould Ms*** need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-#### Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement signed by Ms*** on August 3, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking
account for automatic monthly payments for any fees including monthly service fees and equipment lease feesIt also advises that monthly fees are payable in advanceCustomers are made aware of these points at the time of saleRegarding the charge to the credit card on Ms***’ account, ViaSat collected an advanced payment of $on August 4, for the first month of service, in addition to prorated fees based on Ms***’ installation date
Ms*** called ViaSat on August 4, regarding the charge to the card on her account, which belonged to her fatherAs Ms*** did not know what the charge was for, the ViaSat representative reviewed the bill and advised her that it was for her first month’s billThe representative also provided Ms*** with a breakdown of the charges, but offered to put in a refund request as a gesture of good willUnfortunately, the call droppedWe apologize for any frustration this may have caused Ms*** to experience
ViaSat received a second call from Ms*** the same day regarding the charge, at which time she requested the payment method be removed from her accountDuring this conversation, Ms*** advised that she had been informed by the sales representative that she would be charged for monthly service shortly after installation; however, she had been expecting a paper bill and to not automatically be chargedShe also advised that she’d been given the impression the payment method she provided at the point of sale would be removed from the system and would not be chargedThe ViaSat representative reviewed ViaSat’s billing process with Ms***When Ms*** requested disconnection, she was reminded of the Customer Agreement and early termination fees, and offered a discount of $off her bill per month for monthsMs*** declined the offer and requested to speak to a supervisor
During her conversation with the ViaSat supervisor, Ms*** was once again informed of ViaSat’s billing process, and discussed the removal of her father’s credit card from her accountWhen Ms*** requested disconnection again, she was once again advised that early termination fees would be applied as there was no grace or trial period for the service
Ms*** called ViaSat on August 5, to ensure the payment method had been removed from her accountAt this time, the ViaSat representative accurately advised Ms*** that the request had been submitted and that it could take up to a week to be processedMs*** inquired about disconnection due to her point of sale concernsThe ViaSat representative informed Ms*** that early termination fees would apply if she disconnected and that she would be responsible for returning the ViaSat equipment, per the Customer AgreementWhen Ms*** disputed the early termination fees, she was correctly advised that ViaSat did not offer a grace periodMs*** ended the call and the account remained activeA credit of $was applied to Ms***’ account the same day
ViaSat’s Customer Advocate Team (CAT) received a call from Ms*** later the same day requesting disconnectionAt this time, the CAT representative advised Ms*** that they would need to read disclosures to her and that the early termination fees would be validMs*** decided not to disconnect her account that day and ended the call
On August 8, 2016, the payment method on Ms***’ account was successfully removed
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In order to resolve this complaint, ViaSat will agree to waive Ms*** early termination fees in full, provided that she disconnects her service prior to September 4, Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be charged unreturned equipment fees of $300.00, not including taxes, per the Customer AgreementViaSat will provide Ms*** with a *** box, free return shipping label, and illustrated instructions a week after her disconnection is processed
If Ms*** would like to move forward with the disconnection of her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
TThey never provided Service as agreed by contractThey never honored their contract so it was cancelled
I am rejecting this response because:
Sincerely,
*** ***

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show *** *** contacted ViaSat on October 21, to disconnect her account due to a devastating eventAt this time, she advised she would
call back to reconnect her account once she could return homeOn November 28, 2015, ViaSat collected a payment of $from *** *** for the unreturned equipment fees*** *** called ViaSat on November 30, to reconnect her account, but was not home with the equipment at the time and advised to call back
On January 2, 2016, *** *** called ViaSat to have her account reconnected and advised that she would need a technician to come to her home to replace some cablingUnfortunately, the ViaSat representative failed to transfer *** *** to the correct department and incorrectly advised her that a service call had been created for January 8, *** *** called regarding her appointment on January 8, 2016, but no service call could be locatedAt this time, *** *** was escalated to the correct department to have her account reconnected, per process, and a service call was created
Due to a technical error, *** *** service call did not post into ViaSat’s work order management system until January 27, ViaSat’s Home Service Provider (HSP) made seven attempts to contact *** *** to schedule the appointment between January 29, and February 13, 2016, with no response or call back from *** ***On February 27, 2016, the service call was canceled due to lack of response
*** *** called ViaSat on May 23, regarding the unreturned equipment fees of $324.75, advising that she had sent the equipment back via USPSA refund request was internally escalated at this timeShe called in again about the unreturned equipment fee on June 21, 2016, and was incorrectly advised that the refund had been processed and she would see it within 3-business daysMsWaterson was correctly advised on June 28, that the timeframe for all refunds was 7-business days; however, she was also made aware of the fact that ViaSat had no record of her equipment being returned
As resolution to this complaint, ViaSat has electronically issued *** *** a refund of $as of today, July 7, Due to the processing time of some banks, it may take *** *** 3-business days from the issue date for her to see it deposited into her account
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/07) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat's Data Allowance Policy
The 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 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 Mr*** on July 27, (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 work
The Customer Agreement also advises customers 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
Mr*** was receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show that since his installation on July 27, 2015, Mr*** purchased a total of GB of additional data
Mr*** contacted ViaSat on November 3, via online chat with questions about his data consumptionDuring this conversation, a ViaSat representative reminded Mr*** of the above-mentioned information regarding ViaSat's Data Allowance PolicyMr*** was provided with information on the causes of high usage, how he could monitor his usage via ViaSat's account management portal at myexede.net, and the other service plans available in his areaThe ViaSat representative advised that the majority of his usage for that billing period had gone towards web browsing, marketplaces (e.g., iTunes App Store, Kindle, etc.), software updates, media (e.g., YouTube, Netflix, Spotify, etc.), social networking, online storage (e.g., iCloud, Dropbox, etc.), communication, file sharingWhen Mr*** advised that he unplugged his modem when not in use, the representative explained that the modem had to remain powered on in order to accurately update a customer's usage meter at myexede.net
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to display the correct usage
ViaSat did not hear back from Mr*** until December 3, 2015, at which time he requested the disconnection of his account due to his dissatisfaction with the data allowancesDuring this conversation, the ViaSat representative offered to review Mr***'s usage with him, but Mr*** declinedAt this time, the ViaSat representative reminded Mr*** of his signed Customer Agreement, the 24-month minimum service term, and the applicable early termination fees before processing his disconnection request
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In consideration of the above-provided information, ViaSat does not agree to waive any portion of Mr***'s early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as I'm concerned, Viasat is fabricating useage for clientsI don't do social media, ITunes, Icloud or ap store or file sharingAfter that conversation on November 3rd, I left my modem on, and still had increased useage according to viasatI had to buy more data, and every month, would have to buy moreDuring the month of November, the same thing occurredMost of my data allowance dissappeared in days, and for the remainder of the period, I used only gigs? Viasat totally drives the busIf they say you used data, and tell you what you supposedly used it on, there is no discussionThat's like going to a restaurant, sitting down, and getting presented with a ***"our server says she already served you.You ate live and onions." End of discussionDoes Revdex.com accept that this company tells a customer what they used without substantive proof, and that's the end of discussion? Viasat could say anything, and that's thatHow does that not look like a scam? Consumers are getting ripped off and Revdex.com is ok because viasat's been in businessIf so many customers report the same experience, and nothing is taken seriously, then there is no legitimate watchdogWhen there is a class action lawsuit, sign me upI have a small businessIf I receive a complaint, I have to settle that complaint that my customer will agree toI don't agree to this
As far as me not contacting them again, I knew I'd get stonewalledThere would be no sense in going through that process again
I show a picture of their billing, and my usageAs is shown, the trend is more usage in almost every monthThat makes no senseAnd viasat saying that I should have contacted them againIn days I supposedly used 41% of my data? What would they say?
I left the modem on, and turned off my computers when not usedNothing changedTheir representative had no response when I asked where in their documents did it say to leave on the modemNow they're saying it was in the print at the bottom of the page? Their expert didn't know that?..or did that just get added? I suspect there will always be some excuseIt was an experience I'd never recommend to anyone
Final Business Response /* (4000, 8, 2015/12/09) */
Thank you for bringing Mr***'s complaint to our attention
Once again, ViaSat does not agree to waive Mr***'s early termination fees of approximately $in fullHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to waive half of the amountThis will leave Mr*** responsible for a payment of approximately $This request has been escalated internally as of today, December 9,
Thank you for the opportunity to respond
Final Consumer Response /* (2000, 10, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I took this to small claims court, that is most likely the resolution I would get from a judgeWhat concerns me is that Viasat isn't likely to fix the real problemThey haven't addressed the issue of overcharging, which was the problem in the first placeCustomers are at the mercy of this practice.There doesn't seem to be any intent, or motivation to change

Initial Business Response /* (1000, 4, 2015/10/30) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint filed, ViaSat has determined that Ms*** was charged $for early
termination fees to the accountViaSat does record all calls for quality assurance purposes and was able to pull Ms*** 10/1/call and verified that the early termination fees were to be waivedOn 10/29/$was issued back to Ms*** for half of the charges which she will see within 3-business days from that dateAs of today 10/30/ViaSat has agreed to issue the remaining refunds of $and $which Ms*** will see within 3-business days from todayThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 6, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Offer matched my requested amount

Thank you for bringing *** *** response to ViaSat’s attentionViaSat understands that the service is not going to meet *** *** needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when *** *** is ready to disconnect*** *** can call into customer care and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale Customers are made aware of ViaSat's 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on May 31, and available at exede.com/legal We apologize if Ms*** feels these points were not communicated to her satisfaction
On June 2, Ms*** contacted ViaSat's customer service department to discuss the connectivity of her accountHowever, during her conversation with the representative, Ms*** did not allow the agent to preform troubleshooting steps, but requested a grace period on the contract terms As the representative was unable to troubleshoot her services the request for waive of the early termination fees was declinedConsequently, Ms*** disconnected the call
ViaSat did not hear from Ms*** again until October 12, During this conversation Ms*** requested that her account be disconnected as she was moving and not taking the services with herShe was advised that we could verify whether or not the services could be taken to her new location, but Ms*** declinedTherefore, Ms*** was advised that the early termination fees would be applied in full upon the disconnection of the account should she request the disconnection Ms*** requested that the account remain active as she was unable to pay for the applicable early termination fees
As ViaSat was never allowed to attempt to resolve any connectivity issues Ms*** may have experienced, ViaSat does not agree to refund the charges collected thus far or waive the early termination fees in their entiretyHowever, in order to bring this complaint to resolve ViaSat will agree to disconnect the account with waiver of half the early termination feesMs*** will be responsible for approximately $of the early termination fees of approximately $If Ms*** agrees to this proposed resolution, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing Ms*** response to our attention.Per our last response, an investigation was conducted by Viasat’s Logistics team, and it was determined that no equipment has been returned by Ms*** to this date.At this time, Viasat believes that all appropriate actions have been taken and will not process a refund for the equipment charges unless the equipment is shown to be receivedIf 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.?

Complaint: ***
I am rejecting this response because:You have not done anything to correct the situation? Our phone number associated with the account is: ###-###-####.The complaint regards why they will not answer emails regarding my questions and expect me to call in? Unfortunately, I have another issue with Exede in that after speaking with two different Tech Supports, I received a two different answer as to why our internet kept on going in and out? The first time was that the dish was not aligned; the tech was dead set this was the issue and then proceeded to try and sell us on a maintenance plan? After I confirmed the dish did not move (it was tightly fastened in position and to the structure) and the fact we have another satellite dish (DirectTV) right next to it which is working fine, I contacted them again? After the second time in speaking with them, the tech NOW said it was due to the modem? At that he again tried selling a service plan or would be charging $for a service personnel to come out? More unfortunate is that we received multiple answers as well as were going to be charged for a device (the modem) that is leased! ? Why the hell would we pay for something to be fixed, which we are already paying for in service for something that is not ours and expect it to work properly? ? Further, what's to stop them from making it not work properly to be able to charge people for service calls? ? Thankfully, the service technician consulted a supervisor and authorized a service call free of charge for tomorrow? We will wait and see what this brings, but still am very frustrated with their lack of customer service in responding to emails, especially when they offer chat sessions, and the fact we were given the run-around on what the issue actually was?
Sincerely,
*** ***

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
I would like to note though that I contacted the company at 8:am to disconnect my services and then received an email at 4:pm on the very same day indicated that they received my paymentAlso the only charges that was disclosed to me during the cancelation process was that of my failure to return their equipmentI am still waiting on a box to return their equipment.? Thank you for taking care of this issue for me, it is greatly appreciated
Sincerely,
*** ***
?

Thank you for bringing *** ***’s rebuttal to our attention
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show *** ***’s electronic signature on the Customer Agreement dated July 28, We apologize for any confusion or frustration this may have caused *** *** to experience
If *** *** has a dispute with his dealer, ViaSat is willing to change the service call responsibility for *** ***’s account from ViaSat’s dealer to ViaSat so he could be serviced by ViaSat directlyIf he would like to move forward with this action, he may contact ViaSat’s 24-hour Customer Service Department at ***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention ? Our records show, Ms*** contacted ViaSat on August 77, to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was advised on the disconnection process including the equipment return
policyPer her request, Ms***’s disconnection was processed on August 17, ? The Customer Agreement provided to each new customer, and signed by *** *** on January 28, 2017, and also available at exede.com/legal, states customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesA *** box with a prepaid return shipping label was to be delivered to Ms***’s home address on within a week of disconnection, and it included return instructions? On October 1, 2017, as the equipment had not been returned, ViaSat charged Ms***’s payment method on file $ ? ? On October12, 2017, Ms*** contacted ViaSat to request a refund for this charge as she had not received the lease equipment recovery kit prior to the chargeAs a gesture of good faith, the ViaSat representative escalated a request to have a new shipment sent to Ms*** ? As a gesture of good faith, and due to the issues Ms*** has experienced regarding the receipt of the lease equipment recovery kit, ViaSat will agree to refund the $collected for the equipment lease feesThe refund of $was issued to the payment method on file and should be received by Ms*** within three to five business days ? Thank you for the opportunity to reply.?

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused *** *** contacted ViaSat regarding connectivity issues with his serviceViaSat attempted to correct the issue by troubleshooting with *** ***Unfortunately the troubleshooting did not help correct the issueOn June 28, ViaSat agreed to send a technician to *** ***’s home at no charge to correct the point and peak issue that we saw on our endThis service call was completed on July 1, In order to arrive at a resolution ViaSat offered the free service call charge and has placed two free months of service credits to the account for *** ***Should *** *** have any other issues regarding the connectivity of the service he can contact customer care at ***Thank you for allowing ViaSat the opportunity to respond

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Complaint: ***
I am rejecting this response because: This is the second time I am resonding to thisI rejected it because I am not recieving what I paid forAnd from what I am reading, it seems that Viasat thinks I have all the time in the world to constantly work through their automated system and argue with them about this poor serviceI work full timeI run a householdI purchase and pay for services that, in my mind, I should be getting WITHOUT having to sit on the phone and argue as to why I am not.? HOW would any of them feel if I came in with some song and dance promising a service, secure your bank information, take your money on a timely basis and then when they called to find out as to why I am not delivering, I can smoothly tell them "Oh, I'm sorry, there is congestion; I oversold myself but I will extract charges if you cancel your contract early; no, I don't give credits; can you call back later (I live in Alaska...it seems when I call after my work hours, I get a recording to call back during regular work hours); sure, let's troubleshoot....oh gee, can't figure out why it's not working---ON MY END it looks fine? Is it too much to ask for this day and age to recieve a service, that I in good faith signed a contract for? That Viasat gets my money for EVERY MONTH WITHOUT FAIL???? Do you know it took fifteen minutes of dinking around with the equipment so that I could get online and respond to this AGAINAnd lets not even go into the fact that because of the poor service, there are overages paid to AT&T because of having to go off line and access the LTE networkOr better yet, having to go into work early and ask if I can use their internet to pay my bills and so onSo happy for this serviceYou've at least made my life a little more complicated than it should be.? And that part about returning the equipment? The thieves at Microcom said that it was mine because it was basically going to be out of service soon anywayShould have heeded that forewarning...So, now what? I have been shopping aroundI can not get anything until MAYBE late summer early fallI can not cancel right now because as poor as this is, my partner needs a way to access his business pagesI need access to the internet for bill paying and other things.? I guess, I am stuck here with youI am between a rock and a hard placeYes, I choose to live in a remote areaNot going to change itBut if this business is going to come in and offer their services, they better damn well deliver itI can tell you this, living here in Alaska, every time you step out the door, your in the food chainYour bring your business here, fight to be the best or get outIt really should not be a choice.?
Sincerely,
*** ***

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
Called and confirmed cancellation
Sincerely,
*** ***
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