ViaSat, Inc.

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
[redacted] is currently receiving ViaSat’s Liberty 12 GB – Boost 25 + Wi-Fi plan at $79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee....

Because she ordered service during a promotional period, [redacted] is also receiving a discount of $10.00 off her bill per month for 12 months. The Liberty plans provide customers with a monthly priority data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly priority data, and until their priority data resets.
At the time of sale, July 6, 2016, [redacted] was transferred to an internal department at DIRECTV to complete the sale of the satellite internet service, not to ViaSat. DIRECTV is an authorized reseller of ViaSat’s services. DIRECTV provided [redacted] credit card information when the order for her internet services was submitted to ViaSat, not during any phone transfer. We apologize for any confusion regarding the sales process that [redacted] may have experienced, and if this was not communicated to her satisfaction. The service was installed on July 9, 2016.
The Customer Agreement, signed by [redacted] on July 9, 2016 and available at exede.com/legal, 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 fees. It also advises that monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. ViaSat’s billing process is paperless. We do not accept payment via mail and do not send monthly invoices via mail. Regarding the charge to [redacted] credit card, ViaSat collected an advanced payment for the first month of service on July 12, 2016.
ViaSat received a call from [redacted] on July 28, 2016 because she was experiencing an issue with the speed and connectivity of her service. At this time, the ViaSat representative reviewed [redacted] account and advised her that she had exceeded her monthly priority data, and had been subsequently slowed, pursuant to ViaSat’s Data Allowance Policy. The representative also informed [redacted] of the causes of high usage, including using DIRECTV’s on-demand service and watching videos in high definition. During this conversation, [redacted] expressed her dissatisfaction with the service and advised that she felt she had been misled at the point of sale. Upon being advised of [redacted] internet usage habits, the ViaSat representative correctly informed her that the service plan she was receiving had been recommended based on the information she provided at the point of sale. The ViaSat representative also presented [redacted] with the other service plans available to her, to see if there was one that would better meet her needs, but [redacted] declined to transition her service plan.
When [redacted] advised that she wanted to disconnect, she was informed that the early termination fees would be valid, but that they would be willing to waive $100.00 from the early termination fees as a gesture of good faith. The representative also informed [redacted] that she would be responsible for returning ViaSat’s modem and transceiver if she chose to disconnect. When [redacted] advised that she wished to speak to her husband about the account, the representative offered to call her back the following day, which she accepted. We apologize if [redacted] did not receive a callback from the ViaSat representative.
ViaSat received another call from [redacted] on August 1, 2016 regarding the early termination fees, at which time she relayed her point of sale concerns with another ViaSat representative. During this conversation, the ViaSat representative placed [redacted] on hold so they could discuss her early termination fees with a member of ViaSat’s Customer Advocate Team. Unfortunately, [redacted] call dropped while on hold. We apologize for any frustration this may have caused her to experience.
[redacted] called ViaSat back the same day regarding her account, and requesting disconnection. During this conversation, [redacted] expressed that she could not afford to transition to a higher service plan and that she felt she had been misinformed at the point of sale. [redacted] also advised the ViaSat representative that she was offered $100.00 off her early termination fees, per her July 28, 2016 conversation; however, [redacted] wanted to discuss potentially having more waived from the early termination fees. The ViaSat representative advised [redacted] that they would need to speak to their supervisor regarding the fees, and explained to [redacted] that the service would be disconnected effective immediately should she do so that day. They also informed [redacted] that she was paid up until August 11, 2016, and that she would not receive a refund for unused services, per the Customer Agreement. During this conversation, the ViaSat supervisor reviewed [redacted] account and determined that the early termination fees would be valid; however, the representative advised [redacted] that they could disconnect her account then transfer her over to speak to the supervisor. The call ended shortly after this.
On August 12, 2016, ViaSat collected a payment of $79.98 for monthly service. ViaSat received a call from [redacted] on August 14, 2016 regarding the disconnection of the account, at which time the ViaSat representative reviewed all disconnection disclosures. When [redacted] requested a technician to come out and assist with uninstalling the equipment, he was accurately advised that that would be associated with a $95.00 service call fee. He was also educated on ViaSat’s paperless billing. The account was not disconnected at this time.
In order to resolve this complaint, ViaSat will agree to waive half of [redacted] early termination fees, provided she disconnect prior to September 12, 2016. This will leave [redacted] responsible for an early termination fee of $165.00. ViaSat will also issue [redacted] a refund of the $79.98 she paid on August 12, 2016. This refund has been issued to her payment method as of August 16, 2016. If [redacted] does require assistance with the uninstallation of the equipment, however, ViaSat does not agree to waive the applicable service call fee.
If she would like to move forward with the disconnection and schedule the service call, [redacted] may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].She may also order a service call at this time. ViaSat’s Customer Service Representatives are available via telephone 24 hours a day, 7 days a week. Hold times vary depending on call volume.
Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for brining Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. At the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination...

fees.  Each of these points is also addressed on the first page of the Customer Agreement signed by Ms. [redacted] on October 11, 2014 and available at exede.com/legal.  We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. 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.Since installation, Ms. [redacted] has contacted ViaSat 7 times regarding connectivity with her services. Each time, Ms. [redacted] was advised that issues with her services were directly related to congestion or weather outages. On May 29, 2015 a ViaSat Home Service Provider Technician went to Ms. [redacted] location and realigned her dish.  Ms. [redacted] contacted ViaSat again on September 15, 2016 to discuss the connectivity of her ViaSat account. During her conversation with the ViaSat representative, Ms. [redacted] was advised that the connectivity issues were directly related to a weather outage in her area. Ms. [redacted] advised the representative that she would call ViaSat back if the issue persisted.  ViaSat did not get another call from Ms. [redacted] regarding connectivity issues until November 11, 2015 as which time she was advised that the slow speed were directly related to congestion within her area. On April 12, 2016 Ms. [redacted] contacted ViaSat to discuss her services. During her conversation at this time, Ms. [redacted] was on her lunch break and was unable to have troubleshooting steps performed. In response to this complaint, ViaSat does not agree to refund Ms. [redacted] all charges collected since October 2014. However, if Ms. [redacted] feels that the services are not meeting her needs, ViaSat will agree to disconnect the account with waiver of the early termination fees. If she wishes to disconnect her account, please have her contact ViaSat’s 24-Hour Customer Service number at 1- 855-463-9333 and reference ticket [redacted]. Ms. [redacted] will be responsible for returning ViaSat’s modem and transceiver within 30 days after her disconnection if she chooses to disconnect her account, 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 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.

Complaint: [redacted]
I am rejecting this response because: This company is a big bully and feels that they can change policy when ever it is convenient, in away I'm glad that I have been able to turn 5 people from getting service with Excede, if they want to credit me that's fine but I don't trust this company that thinks it's ok to charge my account with out letting me know. 
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.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. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Mr. [redacted] electronic signature on the Customer Agreement dated March 22, 2018.The Customer Agreement provided to each new customer, 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.The Customer Agreement advises that Viasat does not guarantee the internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Mr. [redacted] purchased Viasat’s Unlimited Data Bronze 12 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Mr. [redacted] at the point of sale.On March 23, 2018, Mr. [redacted] contacted Viasat several times. He first requested to know why he was experiencing slow connectivity, and was advised of a weather outage at his gateway. Mr. [redacted] then requested to disconnect his services. Mr. [redacted] declined offers to troubleshoot his services, instead choosing to proceed with his disconnection and was read disconnection disclosures that went over his early termination fees. The disconnection was processed successfully the same day. Mr. [redacted] contacted later that day to request that his early termination fees be waived. After speaking with a supervisory representative, it was determined that his early termination fees were valid. This was due to the fact that Mr. [redacted] denied Viasat the opportunity to troubleshoot his services as required in the Customer Agreement. Mr. [redacted] denied signing the Customer Agreement, and the representative correctly advised that by allowing installation of Viasat’s services and having used the services, Mr. [redacted] was deemed to have accepted the Terms of Service.On March 24, 2018, Mr. [redacted] was charged in the amount of $344.75 for the early termination of his contract. Viasat was successful in taking the payment as of the same day. At this time, Viasat does not agree to waive the full early termination balance for Mr. [redacted]. As an offer of goodwill for misinformation, Viasat will agree to refund half of the early termination fees in the amount of 172.38 to the payment method on file. Mr. [redacted] should see this refund in the three to five business days. Mr. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr. [redacted] 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.

Thank you for bringing Mr. [redacted]’s complaint to our attention.
The Customer Agreement, signed by Mr. [redacted] on May 11, 2014 and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or they...

will be subject to an unreturned equipment fee of $300.00, not including taxes. A [redacted] box with a prepaid return shipping label is delivered to a customer’s home address within a week after their disconnection, and it will include return instructions.
Our records show Mr. [redacted] called ViaSat on March 6, 2017 to disconnect his account, at which time he was reminded of the equipment return requirements. During this conversation, Mr. [redacted] informed the ViaSat representative that he would need assistance with removing the transceiver from the dish. Unfortunately, the ViaSat representative failed to order a service call as requested by Mr. [redacted]. We apologize for any frustration this may have caused him to experience. His account was disconnected the same day.
On April 4, 2017, Mr. [redacted] called because a technician had not come out to fulfill his service call and [redacted] had attempted to pick up his equipment return kit. At this time, a service call was ordered and scheduled for the afternoon of April 7, 2017. Our records show ViaSat’s technician went out to Mr. [redacted]’s home on the scheduled date but at an earlier time, but Mr. [redacted] was unavailable. The ViaSat technician contacted Mr. [redacted], who advised that he would be available between 3:30 PM and 4:30 PM, local time. Unfortunately, the technician had gone to another job and advised Mr. [redacted] that he would be unavailable for that timeframe.
Later the same day, ViaSat’s Home Service Provider (HSP) reached out to Mr. [redacted] to inform him that the technician could be back at his home between 5:30 PM and 6:00 PM. When Mr. [redacted] informed the representative that the timeframe did not work with his schedule, the HSP attempted to schedule the appointment for another day, but Mr. [redacted] was unsure when he would next be available.
ViaSat received a call from Mr. [redacted] on April 7, 2017 regarding his appointment. At this time, Mr. [redacted] was informed that his service call could be rescheduled for a different date and time, but Mr. [redacted] declined this offer. When Mr. [redacted] requested to be compensated for the time he took off work, he was correctly informed that ViaSat would not do so, at which time his call was transferred to a ViaSat supervisor, per his request.
During his conversation with the ViaSat supervisor, Mr. [redacted] was informed that they would waive the cost of the unreturned transceiver so he did not have to worry about returning it within the 30-day timeframe, but that he would still need to return the modem within the timeframe. Unfortunately, the supervisor’s request to waive the unreturned transceiver fee was denied on April 10, 2017. We apologize for any frustration this may have caused Mr. [redacted] to experience.
The HSP attempted to contact Mr. [redacted] an additional eight times to reschedule his appointment, to no avail, between April 7, 2017 and April 14, 2017.
On April 12, 2017, ViaSat collected a payment of $327.75 in unreturned equipment fees from Mr. [redacted].
Mr. [redacted] called ViaSat on April 13, 2017 regarding the charge, at which time he requested to speak to a supervisor. During his conversation with the ViaSat supervisor, Mr. [redacted] was informed that the equipment fee waiver request had been denied, and that he was required to return ViaSat’s modem and transceiver within 30 days, per the Customer Agreement. When Mr. [redacted] advised of his service call experience, the supervisor informed him that they would review his service call order and call him back. Upon review of the service call notes, the ViaSat supervisor called Mr. [redacted] back and offered to reschedule the appointment. Mr. [redacted] declined the offer and requested to speak with ViaSat’s Corporate Resolution Team (CRT). A callback request was escalated to a CRT representative for resolution.
On April 14, 2017, a CRT representative reached out to Mr. [redacted] to discuss his concerns. At this time, Mr. [redacted] confirmed that he had been contacted several times by the HSP, but had declined to answer the calls. The CRT representative offered to reschedule the appointment for Mr. [redacted] so a technician could retrieve the transceiver from the dish, and advised that no refund would be issued until the equipment was returned.
As resolution to this complaint, ViaSat will agree to issue a refund of $163.86 for the unreturned transceiver fee. This refund has been issued to his payment method as of April 17, 2017. Mr. [redacted] should be advised that it may take 3 to 5 business days from the issue date for him to ssee this amount deposited into his account. The charge for the unreturned modem will not be returned to Mr. [redacted] until the modem and transceiver have been returned to ViaSat.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:didn't return full amount
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on October 10, 2015 and available at exede.com/legal, advises that...

ViaSat does not guarantee that the service will be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gateway. The Customer Agreement also 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.
Our records show Ms. [redacted] contacted ViaSat on November 8, 2015 because she was experiencing a connectivity issue, at which time she was guided through troubleshooting. Unfortunately, the ViaSat representative was unable to resolve Ms. [redacted]'s connectivity issues, and a service call was ordered. Ms. [redacted] was also provided with a $15.00 goodwill credit for her issues.
ViaSat's technician went out to Ms. [redacted]'s home on November 11, 2015 with no issues found with ViaSat's system.
Ms. [redacted] called back on November 22, 2015 with an issue with her connection. Once again, she was guided through troubleshooting, after which a service call was ordered and Ms. [redacted] was provided with a $30.00 goodwill credit. Due to an error, the service call order did not post into ViaSat's system. Ms. [redacted] called back into ViaSat on November 24, 2015 because her service call had not been fulfilled, at which time she was advised of the issue. Another service call was successfully placed at this time, and Ms. [redacted] was provided with another goodwill credit of $49.99.
ViaSat's technician went out to Ms. [redacted]'s home on November 28, 2015 and realigned her dish.
Our review of Ms. [redacted]'s account as of December 4, 2015 shows that there are no current diagnostic issues with her service. We do show that Ms. [redacted] has approximately eight devices connected to her wireless network. She should be advised that having multiple devices connected to her wireless network can degrade her service speed and signal quality within her home.
If Ms. [redacted] chooses to move forward with the disconnection of her service, ViaSat does not agree to waive any portion of her early termination fees.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] sent an email to ViaSat's customer service department on December 19, 2015 requesting the...

disconnection of her account. However, due to the time of the email received our care representative was unable to make an outbound call to her, and instead replied to Ms. [redacted] requesting that she contact care directly for completion of the disconnection.
On December 21, 2015 Ms. [redacted] contacted ViaSat's customer service department via the telephone to discuss the disconnection of her account. During her conversation with the representative Ms. [redacted] informed the representative that she would call back on December 23, 2015 to have the account disconnected.
Ms. [redacted], as stated in her call on December 21, 2015, called ViaSat's customer service department on December 23, 2015. During her conversation with the ViaSat representative Ms. [redacted] requested the disconnection of her account as she had switched providers. Subsequently, Ms. [redacted]'s ViaSat account was disconnected and she was reminded that the unused service charge of $60.58 would not be refunded per company policy.
As Ms. [redacted]'s original disconnection request occurred prior to the December 20, 2015 billing statement, and as a gesture of good faith, ViaSat will agree to refund the charge of $60.58 to the payment method on file. Ms. [redacted] should receive this refund within three to five business days. Should she not, please have contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any issue he may have experienced with ViaSat.
Our review of Mr. [redacted]' account shows that he contacted ViaSat on February 1, 2014 regarding a connectivity...

issue. During this conversation, ViaSat's Exede Voice product was added to Mr. [redacted]' account. Between February 20, 2014 and September 28, 2015, Mr. Bauer was charged for the Voice service 19 times, for a total of $616.37.
Mr. [redacted] contacted ViaSat on September 27, 2015 because he was being billed for the Exede Voice product, at which time he was advised that the issue would have to be escalated to ViaSat's corporate office for review. Mr. [redacted]' refund request was reviewed on September 28, 2015, at which time it was determined that ViaSat would only issue a refund for six months of Voice service.
As resolution to this complaint, ViaSat will issue Mr. [redacted] a refund for the total amount he's been charged for the Voice service. A refund for $616.37 has been issued to Mr. [redacted]' payment method as of September 30, 2015. Mr. [redacted] should be advised that it may take 3-5 business days from the refund issue date for him to see it deposited into his account.
We apologize for any frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution is all I was requesting when I contacted ViaSat/ Exede. I will wait to see if my account is credited with this amount.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’ complaint to ViaSat’s attention. We apologize for any confusion this situation may have caused. Mr. [redacted] contacted ViaSat on July 25, 2016, to discuss the connectivity of his ViaSat account. During his conversation, Mr. [redacted] was advised that the issues with his...

services were due to an outage in his location. Mr. [redacted] did not request the disconnection of his account at this time. On August 8, 2016, Mr. [redacted] contacted ViaSat due to the charge of $97.09 to his payment method on file. Mr. [redacted] informed the ViaSat representative that his ViaSat account should have been disconnected and that this was not a valid charge. The ViaSat representative informed Mr. [redacted] that we did not receive any contact from him regarding the request to have his account disconnect and therefore, these charges were valid. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund the charge of $97.09 to Mr. [redacted]’ payment method on file. Mr. [redacted] should receive his refund in three to five business days. If he does not, he may contact ViaSat’s 24-Hour Customer Service department at ###-###-####. Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.The Customer Agreement signed by [redacted] on January 20, 2017 states that monthly service and lease fees are payable in advance.  Customers...

are also made aware of this at the time of the sale.  An account cannot be established without the customer’s electronic signature.  =Pursuant to Section Payment Authorization of the Customer Agreement available exede.com/legal, you authorize ViaSat to charge your credit card or debit card (“Card Payment”), or initiate an electronic funds out of your bank account (“EFT Payment”) for payment of all, or any portion of your Service fees, the Termination Fee (and/or any other applicable termination fees) and any other amounts payable under this Agreement, until such amounts are paid in full, unless you live in a state where ViaSat required applicable law to accept another method of payment or ViaSat has agreed to accept another method of payment from you. Since installation, ViaSat has collected $74.04 (January), $62.87 (February), $62.87 (March), $84.52 (April), and $84.52 (May) for her monthly service charges. [redacted] is currently receiving the Freedom service plan for $69.99 per month plus applicable taxes and $9.99 lease fee. This service plan provides with 150 GB of monthly data allowance with download speeds of 12 Mbps and upload speeds of 3 Mbps. Previously, [redacted] was receiving a $20 credit off her monthly services for the first three months of services. In April, this credit expired and no further credits were applied to [redacted]’s account. ViaSat first received contact from [redacted] on May 245, 2017, at which time she was requesting information regarding the billing of her ViaSat services. During this conversation, per her request, the ViaSat removed her payment method from her account and advised her to call into ViaSat’s 24-hour Customer Service monthly to make the onetime payment.As the monthly charges were valid, and [redacted] has not made contact with ViaSat regarding any issues she might have been experiencing with her services, ViaSat does not agree to refund any charges collected for services rendered since installation on January 20, 2017. As a gesture of good faith, ViaSat will agree to apply a goodwill credit of $84.52 for one month of service. This credit will apply towards [redacted]’s June monthly service charges. If [redacted] has any additional questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at [redacted]. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. ViaSat did not receive contact from Ms. [redacted] between January 6, 2016 and April 24, 2015. The first contact ViaSat received was on January 6, 2016 to...

discuss the disconnection of her account. During her conversation with ViaSat’s representative, Ms. [redacted] stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service department. Due to this information, and as the first contact received by ViaSat from Ms. [redacted] was on January 6, 2016, ViaSat does not agree to refund the charges between October and January. However, as a gesture of good faith ViaSat will agree to refund half of the $272.85 collected. A refund of $136.43 will be issued via a check and should be received in two to four weeks from today, January 13, 2016. Should Ms. [redacted] not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Between October 27, 2016 and November 11, 2016, Ms. [redacted] contacted ViaSat on twelve separate occasions. During Ms. [redacted]’s...

conversation with a ViaSat representative on November 8, 2016, she was educated that a new shipment would be sent to her home. A goodwill credit as applied to Ms. [redacted]’s account for the cost of the monthly voice services ($25.00). On November 14, 2016, a new ATA should have been shipped and received by Ms. [redacted]. If she did not receive the ATA, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-####. As Ms. [redacted] received a credit for the monthly services related to the Voice services, ViaSat believes her complaint has been resolved. Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
The Customer Agreement, signed by [redacted] on July 20, 2016 and available at exede.com/legal, advises that ViaSat’s Internet service is available at locations within the United States with an unobstructed view of the southern sky. ...


Our records show [redacted] called ViaSat on May 31, 2017 because she needed her equipment relocated. As the ViaSat representative interpreted this as [redacted] requesting that her services be moved to a new physical address, they instructed to contact her local ViaSat dealer for further assistance. [redacted] called ViaSat back on June 6, 2017 regarding her equipment relocation, at which time her call was transferred to ViaSat’s Moves and Reconnects Department for further assistance.
During her conversation with ViaSat’s Moves and Reconnects representative, it was determined that [redacted] was attempting to move her equipment to someplace on her existing property and that she had made attempts to work with her local ViaSat dealer, but that he was no longer in business. At this time, a request was escalated to change the service call responsibility for [redacted]’s account from the dealer to ViaSat so she could be serviced by ViaSat directly. This request was processed on June 7, 2017.
On June 8, 2017, [redacted] called back to have the relocation service call ordered. At this time, she was informed that there was a standard $200.00 charge associated with the service call; however, she was also offered a chance to opt into ViaSat’s EasyCare program. Customers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department. [redacted] chose to add EasyCare to her account, and the service call was ordered. Additionally, [redacted] was provided with a discount of $10.00 off for 6 months for any frustration she may have experienced.
ViaSat’s technician went out to [redacted]’s home on June 13, 2017 to fulfill the work order, but determined that there was no viable place to reinstall the dish where [redacted] wanted it due to line of sight issues. The technician advised [redacted] that trees would have to be trimmed and some removed before the service could be reinstalled at the new location. [redacted] advised she would think about it; however, on June 22, 2017, she contacted ViaSat’s Home Service Provider (HSP) and informed them that she was no longer in need of the service call. The order was cancelled accordingly.
ViaSat did not receive further contact from [redacted] until July 28, 2017, when she called to request that her payment method be removed from her account, and that another service call be ordered for the relocation of her dish because the home the service had been installed at was being demolished. The ViaSat representative submitted both requests accordingly.
On July 28, 2017, the technician reached out to [redacted] regarding her relocation request, and advised once again that there would be no line of sight where she wanted the dish removed. [redacted] declined to trim or remove any trees, and asked that a different technician be sent out to provide a second opinion. On August 1, 2017, [redacted]’s payment method was removed from her account. A another member of the HSP called [redacted] the same day to discuss the situation, and to advise that nothing could be done if there was no line of sight available. The service call was cancelled on August 2, 2017.
[redacted] called ViaSat on August 4, 2017 to disconnect service due to the line of sight issues. At this time, she was informed of the disconnection disclosures; however, the ViaSat representative escalated a request to have her early termination fees waived since the service could not be relocated on her property. When [redacted] requested a refund for the July 24, 2017 payment of $86.79, she was informed that one would be requested, but that there was no guarantee it would be honored. [redacted] understood. Unfortunately, the ViaSat representative failed to properly escalate the refund request. We apologize for any frustration this may have caused her to experience.
ViaSat received another call from [redacted] on August 5, 2017 once again to request a refund for the $86.79 payment, at which time a refund request was created. As [redacted]’s payment method had been removed, per her request, the request was rejected, with the representative noting that [redacted] would need to update her payment method. The same day, [redacted]’s early termination fees were waived in full.
[redacted] called ViaSat on August 18, 2017 because she had not received her refund. At this time, the ViaSat representative incorrectly informed her that the refund would appear on her next bill cycle date. [redacted] also mentioned at this time that she was still waiting for the box to return ViaSat’s modem and transceiver, per the Customer Agreement, but an escalation was not created.
ViaSat received another call from [redacted] regarding her refund on September 2, 2017. At this time, the ViaSat representative advised her that the refund had been rejected due to the status of her payment method. [redacted] requested a refund via check; however, the request was not re-escalated properly. On August 9, 2017, the request was closed. We apologize for any frustration this situation may have caused [redacted] to experience.
The Customer Agreement advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a [redacted] box with a prepaid return shipping label and illustrated instructions within a week after disconnection.
On September 5, 2017, ViaSat was informed that [redacted] had not returned her equipment. Subsequently, on September 24, 2017, ViaSat charged her $318.68 in unreturned equipment fees. As there was no payment method on file, no payment was collected. [redacted] called about this charge the same day, at which time she was informed that it was for not returning the equipment. [redacted] advised that she had not received the equipment return kit; unfortunately, this failed to be escalated accordingly. We apologize for any frustration this may have caused [redacted] to experience.
A member of ViaSat’s Corporate Resolution Team reached out to [redacted] on September 25, 2017 in response to an email she had sent; however, there was no answer and no opportunity to send a message. The same day, ViaSat’s Social Media Team also received contact from [redacted] regarding her equipment return kit, at which time an escalation to ViaSat’s Logistics Department was created so a second box could be sent out to her.
In response to this complaint, ViaSat has created a request to have a refund check of $86.79 issued to the following address as of September 26, 2017:
[redacted]
[redacted]
[redacted] should be advised that it may take her two to four weeks for her to receive this refund check. The balance due of $318.68 will be waived upon the return of ViaSat’s equipment.
Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.
Our records show Ms. [redacted] was receiving Viasat’s Unlimited Data Bronze 12 service plan at $65.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 12 service plan provides unlimited data...

usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
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. Viasat discloses at the point of sale and in its Customer Agreement, signed by Ms. [redacted] on February 20, 2018, that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] called Viasat on February 23, 2018 because she was experiencing slow speeds. At this time, she was guided through troubleshooting, after which the issue was resolved. A second call was received from Ms. [redacted] the same day regarding the same issue and advising that she was unable to game online. The Viasat representative informed Ms. [redacted] that the service plans were optimized for different streaming qualities, and that she would need to transition to a different service plan to fit the resolution of her devices. Ms. [redacted] declined to transition her service and requested the disconnection of her service, at which time her call was transferred to Viasat’s Retention Department.
During her conversation with the Retention representative, Ms. [redacted] expressed that she felt she had not been offered the right plan for her needs at the point of sale. The Viasat representative offered Ms. [redacted] a discount of $10.00 off her bill per month for 12 months, but Ms. [redacted] declined and moved forward with disconnecting after being advised of the disconnection disclosures. Per Ms. [redacted] request, a waiver request for the early termination fees was submitted.
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 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.
On February 24, 2018, Ms. [redacted] was charged $337.64 in early termination fees, but the payment failed.
The waiver request for the early termination fees was denied on February 25, 2018. Ms. [redacted] was informed of this on February 27, 2018 and advised by a Viasat supervisor that the fees were valid, per the Customer Agreement.
Ms. [redacted] called to dispute the early termination fees again on February 28, 2018, at which time she was referred back to the authorized Viasat dealer she’d ordered service from regarding her point of sale issues.
On March 1, 2018, Ms. [redacted] called Viasat inquiring about reconnecting. During this conversation, Ms. [redacted] advised of her point of sale issues and her inability to game online, and was correctly informed by the Viasat representative that the performance of some games over the Viasat Internet was poor and some games may not work at all due to the inherent lag of satellite internet. Ms. [redacted] chose not to reconnect service.
As resolution to this complaint and in consideration of Ms. [redacted] short term as a Viasat subscriber, Viasat has waived her early termination fees in full as of March 1, 2018.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this has caused. 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. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on June 1, 2015 and available at exede.com/legal. ViaSat apologizes if Mr. [redacted] feels these points were not communicated to his satisfaction. When Mr. [redacted] disconnected his account his balance at the time was the $66.61 not including the remainder of the early termination fees. When Mr. [redacted] received the charge of $96.94 this was the remaining charge for the early termination fees which were a valid fee as ViaSat had already placed the credit of $180.00 towards the early termination fees. ViaSat does not offer a 30 grace period and will review the sales call to see what was advised and will take appropriate action as needed. In order to arrive at a resolution ViaSat has removed the balance of $96.94 from collections and off the account. Mr. [redacted] now has a $0 balance on the account. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat issued Ms. [redacted] her $99.99 refund on September 7, 2016 and she should have seen this refund back to her payment method within 3-5 business days from that day. If...

she has not seen this refund she will want to contact customer service at [redacted] and fax over a running bank statement during that time so we can investigate. If Ms. [redacted] is looking for overdraft charges to be covered she will also need to contact customer care at [redacted] to fax over her bank statements showing the overdraft charges so we can place that request. Thank you for allowing ViaSat the opportunity to respond.