ViaSat, Inc.

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any issues she may have experienced
Ms***'s original ViaSat account was disconnected in June 2014; however, in August a new account was
established by Ms***ViaSat has not received contact from Ms*** since May 09, During her conversation with ViaSat's representative Ms*** requested information regarding her ViaSat services, and additional plan detailsMs*** was offered a free month of service during this time and she acceptedThis credit was successfully applied to her account during this time
Ms***'s ViaSat services were suspended on November 7, due to nonpayment of her ViaSat servicesHowever, a credit for her November payment has been applied to her accountAs Ms*** is requesting to disconnect her ViaSat services, ViaSat will agree to do so; however, she will be responsible for returning the leased equipmentShe may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall apply
Ms***'s 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 AgreementA UPS 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 return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 16, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they stated is not ture and they are trying to make me pay is the bill they just sent to me in my email I want to make sure this dose not go on my credit Report at all and as soon as I get something that they won't do this ! My new address is*** *** *** XXXXX send me the box and I will return the equitmen
Final Business Response /* (4000, 18, 2016/01/06) */
As Ms***'s ViaSat account has not been disconnected as of this time, ViaSat is unable to request boxes be sent to herAs stated in our previous reply, she *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall applyAt the time she calls to disconnect her account please have her inform the agent of the new address in which the prepaid labels and boxes need to be sentAdditionally, as stated previously, Ms*** has a credit on her account for the November monthly chargeThank you
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 20, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will call to day but if they do not live up to this agreement then I will have the case reopen thank you

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of the complaint filed by Mr***, ViaSat shows that Mr*** was originally installed by
*** *** *** *** This is when the dish was installed on the roof and should have been placed on the poleWhen ViaSat sa new service call to have the dish moved to a pole it was sent to a new company by the name of *** *** and they are now asking for a payment to do the pole mountViaSat has contacted *** *** and *** *** and will make sure that Mr*** is contacted and scheduled to have the dish moved to a pole at no charge to himViaSat has already compensated Mr*** free months of service with each credit being valued at $49.99; in addition ViaSat will add another free month of service valued at $ViaSat feels this adequately addresses Mr***'s concernsThank you for allowing ViaSat 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
While I disagree, I pray that they may either hire more representatives, or upgrade their service so that so many people are NOT calling in to complain
Sincerely,
*** ***

Thank you for bringing *** *** 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 additional charges for a non-standard installation. ViaSat’s certified technicians are authorized
to offer additional services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize ViaSat’s service was not installed to *** *** satisfaction and for any misunderstanding at the time of installation On May 16, 2016, *** *** contacted ViaSat to discuss her account and request the disconnection of the servicesDuring her conversation with the ViaSat representative, *** *** did not allow to have any troubleshooting steps performedDue to this information and *** *** request to disconnect her account, her ViaSat account was disconnected The Customer Agreement provided to each new subscriber, signed by *** *** on April 08, and also available at exede.com/legal, states ViaSat 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 termOn June 12, 2016, ViaSat attempted to collect $from *** *** for the applicable early termination fees; however, this payment failedDue to this, on July 5, 2016, ViaSat sent *** *** account to our outside collections agency ViaSat will not agree to waive the entire balance of $328.00; however, as a gesture of good faith, ViaSat will agree to waive half of this balance*** *** will now be responsible for $for the early termination fees, and may contact ViaSat’s 24-Hour Customer Service at *** to make a onetime payment Thank you for the opportunity to respond

Thank you for bringing Ms***s' response to ViaSat's attentionAs stated in the previous response the refund of $was issued back to her on January 4, 2016, along with that refund an extra $was sent to Ms***s which she will in return want to contact customer care at ###-###-#### in order to pay that amount backWe apologize for any inconvenience this may have caused Ms***sThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s rebuttal to our attentionAs mentioned in our previous reply, the Customer Agreement signed by *** *** on January 20, states that monthly service and lease fees are payable in advanceThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Additionally, each customer has access to ViaSat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. Again, we apologize if *** *** was not properly educated on this informationHowever, per the Customer Agreement, the monthly charges are valid In response to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect *** ***’s ViaSat account with waiver of the applicable early termination fees of approximately $Upon 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 instructions. If *** ***’s wishes to move forward with the disconnection of her ViaSat account, please have her contact ViaSat’s 24-hour Customer Service department at *** and reference ticket ***

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
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on May 26, to discuss the disconnection of his ViaSat accountDuring his conversation
with ViaSat's representative, Mr*** was advised that it was in his best interest to place his account onto ViaSat's Vacation plan as he would incur early termination fees of approximately $210.00, not including taxesMr*** agreed to have his account transition to the Vacation plan and was educated that the plan was $plus his $equipment lease fees, for an approximate charge of $Mr*** was also educated that his account would only remain on the Vacation plan for six months and that if he did not contact ViaSat before November 28, his account would automatically resume and continue billing at his plan priceAs no contact was received by Mr*** before his November 28, 2015, ViaSat collected a monthly charge of $for his service plan
ViaSat receive contact from Ms*** on December 7, to discuss the charge of $and to request the disconnection of his ViaSat accountAgain, during his conversation with ViaSat's representative Mr*** was advised of the Vacation plan terms and conditionsMr*** subsequently requested the disconnection of his ViaSat accountHe was educated on the early termination fees of approximately $as he had seven months remaining on his Customer AgreementOn December 28, ViaSat collected $from Mr*** payment method on file for the early termination fees
As Ms*** was properly educated on the Vacation Plan, the process for resuming or disconnecting his account, and the early termination fees, ViaSat does not agree to refund any charges which occurred on his account since May 26, for the Vacation planHowever, as a gesture of good faith ViaSat will agree to refund the $charge collected on November 28, This refund has been issued to the payment method on file and should be received by Mr*** in three to five business days
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr*** was installed by Dish South an authorized ViaSat dealerWe apologize that Mr*** has had issues getting in touch with them ViaSat
bills in advance and when ViaSat attempted to collect the first payment of $from My *** the payment failedFor security purposes we don’t have the card number on fileWe show the card as being an American Express with an expiration date of 6/When this payment failed the service was placed into a non-pay suspension which is why Mr*** stopped receiving the service At the time of sale customers are advised of 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 April 2, and available at exede.com/legalViaSat has attached a copy of the customer agreement for Mr***’ viewing In order to arrive at a resolution ViaSat will waive Mr***’ early termination fees should he wish to disconnect the accountViaSat has already waived the balance due of $leaving a current balance of $Mr*** can call customer service at 866-945-and reference ticket # *** to have the account disconnected at no chargeMr*** will be read disclosures and told how to return the equipment using a prepaid shipping label and boxViaSat will follow up with the dealer regarding these issuesThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on August 18, and also available at exede.com/legal, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Ms*** contacted ViaSat on July 9, to disconnect her account, at which time she advised that she was moving to an area that did not provide ViaSat's Exede Internet serviceIn response, the ViaSat representative advised Ms*** that her early termination fees would be waived as ViaSat would be unable to provide her with service in her new areaUnfortunately, the waiver request for the early termination fees was not submitted correctly, and the request was rejected on July 10, Subsequently, on July 20, 2015, ViaSat collected $in early termination fees from Ms***ViaSat received a call from Ms*** on July 21, 2015, at which time a refund request was createdRefund requests can take 7-business days to be completed on ViaSat's end
In order to come to a resolution regarding this complaint, ViaSat will issue a refund for the payment of $to Ms***'s payment methodHowever, as the payment of was collected on July 20, via electronic funds transfer (EFT), ViaSat will need to wait a full four business days to ensure that the payment clears before a refund for the amount can be processedViaSat will issue this refund on Monday, July 27, 2015, after which it may take 3-business days for Ms*** to see it deposited into her account, based on the processing time of her bank's clearinghouse process
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this *** 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 Ms*** on October 12, and available at ***.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***' sales callAt the time of the sales call Ms*** called in and said that she placed an order online for a satellite TV and never saw an option to bundle with *** internet and needed assistance, afterwards the sales agent informed Ms*** that one of our best satellite providers for her area is ViaSat *** and that there was a package called Evolution with 10GB data cap with speeds of up to 12MBPSThe sales agent advised Ms*** that the package will allow her to stream video online gaming and anything you like for only $a month and with this internet package you'll receive additional $off a month on your DTV service for months that would bring down your cable bill to $and that added on to $your total bundle price would be $Ms*** acknowledges and said "Ok, that works"Ms*** was well aware and well informed that the order placed for the internet is ViaSat and not *** that she originally mentionedAt this time should Ms*** wish to disconnect the account she will be responsible for the early termination feesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never ordered from via sat, I called *** and only year agreement I heard about was for ***I never got to listen to my recording because if so I would definitely point out where they are lyingJust as Via Sat mentioned in their response "..*** as she had mentioned." When I asked for *** I had expected ***, as any person wouldI took the matter into my own hands and CANCELLED service with them because IT HAS NOT WORKING AT ALL SINCE I GOT IT (about days)But that's not a good enough reason to let me cancelI've already been charged $70, and for what? For a hole in my roof and a waste of time because I'm the one they're sending on the roof to get the equipment to send back to themWhat if this was happening to my grandmother? So unsafe and I've had nothing but Heck from this company since they weaseled their way into my houseMy husband and I feel like a weight has been lifted to cancel with themIt's such a terrible feeling a company could literally steal money from veterans and no one can do anything about itWe've done nothing but work hard and sacrificed A LOT of our lives, and we come home to illinois to deal with this joke of a companyThey should feel very ashamed, as well as other parties involved, such as *** for allowing it to happenIf a customer asks for something don't just give them something elseI am getting *** now because they do offer coverage for our area, I already asked themI've already spread the word of the wrongdoing these companies have don't to usI will continue to spread the word, and one day all of the "robbing" of people will come to an endThe customer service is very unprofessional as wellJust all around a terrible company and I will be so grateful on the day that the news stations Bring light to what this company has done to so many customersJust looking online you'll see everyone has had a bad time with via sat or *** or *** *** or whoever they are nowIt Won't be long until they're a thing of the past if they keep this upWhich I know they willWhen thay day comes just know that I wished this upon you, Via Sat, for *** my husband and I overMaybe then you'll realize a company isn't made off of robbing from your customersSo, long story short, I an very dissatisfied with the outcome of the early termination fee BUT we couldn't be happier to not have our name involved with this joke company anymore
Final Business Response /* (4000, 9, 2015/10/26) */
Thank you for bringing Ms***' response to ViaSat's attentionWe apologize that Ms*** feels the way she does regarding the services*** sells the *** services and this is how Ms*** was signed up for the servicesAs stated in the previous response Ms*** knew and confirmed that she was getting the *** services through ViaSatWe apologize that the service did not work out for Ms***The service has been disconnected and the early termination fees will apply to the accountMs*** will want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat 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
Sincerely,
*** ***

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
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by *** on September 14, 2014, and it is also available at exede.com/legalPursuant 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
Our review of *** account shows that he contacted ViaSat's customer service department on August 21, with concerns about his data usageAt this time the ViaSat customer service representative advised *** of the data allowance policy, and offered to apply GB of additional usage as a gesture of good faith
To date, *** usage appears to largely be going towards web browsing and GB has been utilized of the GB's on his accountHis usage is scheduled to reset on September 14, As a gesture of good faith ViaSat will agree to apply an additional GB of usage to his accountIf *** would like to discuss his usage further and more in depth, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's response completely fails to address my issueTheir reply is all about their Data Allowance PolicyMy issue is not with that policy, but with their inability to track my usage and failure to substantiate their claim that 25GB was used in one dayI carefully ration my data usage and 25GB was NOT sucked up in one dayWhen I asked them to substantiate their erroneous usage assertion, I was told they have no way of doing thatThat is unacceptableWhen I audit my phone bill or my electric bill, my usage is itemized, quantified and verifiedIf I have a dispute, the vendor provides detailed documentationWhen I buy gas, I see how much I am consumingWhen I shop at a store, I get an itemized list of my purchased itemsNot so with ViasatTheir practice simply is that their customers are supposed to take their word for itThat simply does not fly with meIf they can't back up their charges, they are subject to corruption, mismanagement and overchargingThe fact remains, they assert 25GB of usage on August That did not happen
Final Business Response /* (4000, 9, 2015/08/31) */
In ViaSat's previous reply we did provide *** with the most common causes for his high usage*** usage was largely consumed on August 17, 2015; therefore, we would encourage him to ensure that his network is secure and if a router is it place, it is password protectedAdditionally, ViaSat provides customers with the ability to monitor their usage through exede.netIf *** needs assistance setting up his account to monitor his usage, please have him contact ViaSat's customer service department at XXX-XXX-XXXXWe believe that given the information provided, the ability for *** to monitor his usage, and ViaSat's goodwill offer of adding GB to his account this complaint has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and though not entirely factual I find that this resolution is satisfactory to me
We received the device yesterday and will be shipping all equipment back today as required
Sincerely,
*** ***

Thank you for bringing Ms***s complaint to our attention
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
Each customer has access to Viasat’s Customer Agreement at exede.com/legalNew customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms***s electronic signature on the Customer Agreement dated March 13,
Ms*** ordered service through a local Viasat dealer on March 9, 2018, at which time she elected the Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
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 while receiving the Unlimited Data Bronze service plan, 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
The service was installed at Ms***s home on March 13, On March 29, 2018, Ms*** called Viasat because she was experiencing slow speeds, at which time she was advised she’d exceeded the GB threshold and was receiving lower priority on the network, as described aboveThe Viasat representative reviewed the Unlimited Data Policy and the service plan details with Ms***When Ms*** expressed interest in disconnecting, the Viasat representative reminded her of the Customer Agreement and 24-month minimum service term, and offered to transition her service plan to one that would better meet her needsMs*** advised she’d call back another time
As resolution to this complaint, Viasat will agree to waive Ms***s early termination fees in full if she disconnects prior to April 16, 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 UPS 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 she would like to move forward with the disconnection of her service, Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Revdex.com:
The credit has been made to my account as of this morning. I would suggest that in the future this company is VERY clear about who they are (by giving the customer their name) and being VERY clear regarding what they provide. It took some research for me to find that they provided satellite internet to people who live in more remote places or have connection issues. We are in a major metro area (Milwaukee) and have no issues finding a good internet provider via traditional methods. I am happy that the money piece was resolved but the disingenuous nature of this whole process needs to be addressed by Viasat and Exede otherwise this company will not be in business very long
Sincerely,
*** ***

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat’s HSP made multiple attempts to reschedule Mr***’s appointment between April 7, and April 14, 2017, including via email to the email address we have on file, with no success after his initial service call appointment could not be fulfilledAdditionally, several ViaSat representatives have offered to reschedule Mr***’s service call appointment; each time, the offer was declined by Mr***
On August 14, 2017, Mr*** acknowledged that he had been contacted by the HSP, but advised that he had not responded to the calls
During a conversation with a ViaSat supervisor on April 13, 2017, Mr*** was advised that the cost of the transceiver would be waived, but that he would still be responsible for returning the modem prior to being charged
ViaSat will agree that Mr*** is not responsible for returning the transceiverViaSat will also advise the HSP to stop contacting Mr*** regarding his service callHowever, no refund for the unreturned modem fees will be issued prior to its return to ViaSat
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: This company is not helping me solve the issue. My internet use is no different than it has ever been , in fact I was out of town for days in October so my use should have been less than normal. If this is due to a *** ** issue this company needs to help me set up specific update times so I am updating during the free time. After I filed my complaint with the Revdex.com my internet has completely been out on two different days, requiring me to call the company and super slow when it does work. I want this issue fixed without needing to upgrade to a different or higher cost plan. I have had years of not going over my limit and am doing nothing different. Now wild Blue is saying there must be a problem with their equipment and I have a service call set up for tomorrow requiring me to take time off work and lose income. Last week they told me there was no problem with my equipment. I get a different answer every time I call. I can update the Revdex.com on Friday after my service call to see if any actual help is received tomorrow to resolve this issue
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

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any frustrations or confusion this situation may have caused
Since installation of the ViaSat services at Ms***'s residence on August 20, 2012, ViaSat has
received contact from Ms*** on six separate occasionsMs*** contacted ViaSat's customer service department first on October 4, to discuss ViaSat's Data Allowance PolicyCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on August 20, 2012, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usage
ViaSat received contact from Ms*** on February 27, to discuss how to view their monthly billAfter this, ViaSat did not receive contact from Ms*** until June 26, at which time she advised of the connectivity issues she had been experiencingCurrently, Ms*** has a credit of $pending on her accountAs ViaSat was not made aware of any connection issues or service interruptions prior to this call, ViaSat does not agree to compensate Ms*** for the monthly charges since installation
Nevertheless, as a gesture of good faith, ViaSat will agree to credit Ms***'s account months' worth of services at $a monthMs*** will not be charged for her ViaSat services again until January We believe this is a sufficient resolution given the information on Ms***'s account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With all due respect, I do not feel this is satisfactory compensationI am not a customer who wants to spend their time disputing services with companies, in which I have complied with by holding up my end of the financial obligationMy time is very valuable as I'm certain most would agree with their own timeI have never had to reach out to a company on a regular basis to receive a service in which I am paying forIt is extremely unfortunate that this is the Company's process and it absolutely does not provide me any confidence, knowing I'm with a company who does not back their products and or services
I never ask nor do I expect any type of services or products for free; I do expect to receive the service in which I pay or have paid forI do not feel that it should be required of me, to spend my time calling a business on a daily basis in an attempt to get the services in which I am entitled toI do however feel that if I lack in the knowledge of Excede's business it would be in the company's will to educate me to a better understandingI have reached out to Excede numerous times; I honestly do not know how many times, I can reassure you that it well exceeded more than times since August of I do not know the process or policies of your call center, nor am I able to confirm if a Customer Service Representative is or is not documenting my accountI do know, at times, I was brushed off and provided the same general answer that in not so many words came across to me as, that's just Satellite internetAgain, I cannot speak on behalf of the policies within your company nor do I want to assume that the communication issues fall with the lack of training with the employees or the lack of willingness to assist loyal paying customers
In addition, the $that was withdrawn from my account that was not authorized should not be considered as a credit as it was my money and I don't feel it can be considered as compensationAlso, per the Supervisor I spoke with, the money was going to be deposited back into my checking account within business hoursThe additional funds have since been credited backWhen advised that they were increasing my monthly plan by GIG's due to my ongoing issues; I was not informed of a fee associated with the data increase and I did inquire several times to confirm I would not be chargedI was also not advised that the free upgraded data plan would be temporary or that I would be billed for it in the week to comeI would never consider paying a fee to increase my data plan with a company who cannot honor the current plan in which I was originally contractedI did however ask several times to confirm I would not be charged for the "free GIGS"I was not informed until my follow up call, regarding the complete unsatisfactory and unacceptable install by the original technician who was sent to my home in August of and the unauthorized funds deducted, that the GIGS were not free and were only for the remainder of the current cycleWhen I reached out to Excede, I wasn't concerned with increasing my usage/data plan, I once again was calling for assistance and simply wanted to be able to use the internet in which I pay forI do expect Excede to recognize my frustrations and understand that no person wants to throw away hard earned money for services in which they do and have not receivedI will make certain going forward, to contact Excede with every failed attempt to log onto the internet or experience what I feel is unstable or unacceptable internet servicesI will accept months of credited, reliable, internet service and the five free GIGS in which I was told I was receiving, as acceptable compensation
Final Consumer Response /* (4200, 11, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your responseHowever, communication must have gotten tangled in transmissionPlease do not mistake my frustration or the lack of ViaSat's customer service commitments as confusion on my part
The main reason for my calls to Excede were not only in regards to the funds deducted that should not have been but also because the original installation was not properly executed
The original technician sent to my house representing Excede/ ViaSat in August of 2012, did not install the proper cable, bury the line or place the satellite dish in the appropriate place and Excede/ViaSat is not accepting responsibility
We were not aware that the installation was completed by an employee who was not capable of doing the work in which he was assigned toFortunately this type of issue was one we did not have to experience with our previous provider's and therefore were unaware
I have called numerous times in addition to the calls my husband made which well exceeded timesI will assume Excede has no thorough documentation of all the calls he made eitherWe should not be responsible for the lack of knowledge and willingness that is relayed to us by your technicians or your customer service representatives
To date I have received a refund of $that was owed to me as a result of unauthorized funds taken from my accountViaSat did offer free or what was presented as free Gigs in addition to our monthly allotmentIt was never explained that the "free Gigs" were for a limited time offer and would move to a monthly charge on my billI am content with the amount allotted to me through my monthly plan, having concluded that ViaSat does not stand behind their products and services
I'm still uncertain how ViaSat came to the conclusion that a feasible "good will credit" is months of servicesWhen you take into account:
From August - June our ongoing reported issues were due to an improper installationAs the consumer we are expected to fulfil our monthly obligations by paying the agreed amountAny issues with the provider's services or equipment should be handled by the providerWe did our part and now we are looking for Viasat to take responsibility and do their part
Aside from the numerous calls that have been made to alert ViaSat of this issue, we've dealt with subpar customer serviceIt's the same lack of customer service that lead me to file a report with the Revdex.comAfter speaking with a representative and after holding a total of nearly minutes (of which were consecutive, with an expectation set of 1-minutes) I spoke with a gentleman identifying himself as the supervisor but he was not empatheticAfter going over the issue of the unauthorized funds repeatedly he did eventually agree to transfer the funds back into my checking accountThis was after he told me numerous times it was not an optionI requested that my issue of the improper installation be escalated and he informed me that there was no one above him that could assist meHe was the highest level of authority availableI requested a number for the corporate office and he informed me that no such number existed
I contacted the Revdex.com because as a customer there was nowhere else I could goI was/ am frustrated with this entire process, endless phone calls, extensive hold times and no resultsI've been a loyal customer despite the issues for nearly years, consistently paying my bill monthly as agreed and I'm only asking ViaSat to do what is rightI do not feel at this point that months credit is feasible for the length of time I've had these ongoing issues, as well as my energy and effort I have put forth in an attempt to get the services in which I am owed
Final Business Response /* (4000, 13, 2015/07/21) */
As stated in ViaSat's initial response to Ms***, since installation of the ViaSat services at her residence on August 20, 2012, ViaSat has received contact from her on six separate occasions regarding the connectivity of her accountThe connectivity issues in which Ms*** states she experienced were directly related to the breech in the Data Allowance Policy or that her modem needing to be resetOn June 14, Ms*** made contact with ViaSat to discuss the issues with connection of her ViaSat servicesDuring her conversation with the customer service representative, Ms*** was offered a service call which was completed on June 20, Only after the completion of the service call did Ms*** inform ViaSat that there was an issue with the connection of her services since the date of installationViaSat feels the offers provided thus far sufficiently address Ms***'s concerns, and any issues experienced regarding the connection of her servicesThank You!