• Report: #1171093

Complaint Review: Exede Wild Blue

  • Submitted: Wed, August 20, 2014
  • Updated: Wed, August 20, 2014

  • Reported By: dallaswebdesigner — Mabank Texas
Exede Wild Blue
Nationwide USA

Exede Wild Blue - Viasat Exede makes promises then lies about refunds Nationwide

*UPDATE Employee: Early Termination Fees

*UPDATE Employee: I can Help

*Author of original report: OK MR ALL CAPS

*General Comment: How??

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I signed up on a 2 year contract with Exede Wild Blue satelite internet in Feb 2014.  in June of 2014 I moved into a new house and tried to transfer my services.  After going through my Lease agreement, my landlord specifically stated that only one satelite dish will be allowed on the premises.  The home currently had a DirecTV dish but it wasn't being used.  Prior to the new installation, I called the service technician about this and mentioned that he would need to remove the direcTV dish in order to install the Exede dish. He said he couldn't do it.  He mentioned that the brackets were different and it would require drilling new holes into the roof (which wasn't allowed). 

Later that day he called back and gave me his manager's phone number to see what could be done about this installation (I really wanted to keep the service).  We discussed the options of perhaps putting the dish in the yard and the landlord said no, as they would need to pour concrete and go 4 ft deep with the hole. 

It had been decided by the manager that they couldn't complete this installation and that he would put in the notes to waive my early termination fees.  I paid what I thought was my final bill in the month of June and moved on to a DSL ISP.

On July 25th, I received another bill and receipt (autopay) for $271.81, the early termination fee.  They had already deducted the amount from my account and I had followed every step in sending back the equipment.  I immediately called their customer support team and mentioned that there was an error in the billing.  They looked through the notes and agreed that the bill was in error and the amount would be refunded to my card within 5-7 days.

On Aug 20th, I called their customer support again mentioning that the refund had never been processed.  The young lady mentioned that the refund didn't go through because the previous CSR didn't use the appropriate reason and the corporate office had declined it.  I responded by asking why I wasn't notified of the decline in the refund?  No email, no phone call, nothing.  After a heated debate she flat told me that there was no way to get a refund and I was free to speak with her supervisor. 

Her supervisor, Anthony, proceeded to tell me that I didn't have a good enough reason to have my early termination waived.  He said there was no way a refund would be processed and that was that.  I mentioned that somewhere along the line there was a disconnect between what I had been told by the technicians in June and CSR in July and how is it all of the sudden that I'm not going to get my refund?  He had no answer other than that's just the way it is.  He didn't mention that I could call Corporate, who ultimately makes the decisions on refunds nor did he give me any options.

I'd like to just warn anyone looking to cancel their contract with Exede Wild Blue - Viasat, to beware of what they tell you and know that once they have your money, there may not be a way to get it back.


This report was posted on Ripoff Report on 08/20/2014 12:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Exede-Wild-Blue/nationwide/Exede-Wild-Blue-Viasat-Exede-makes-promises-then-lies-about-refunds-Nationwide-1171093. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Early Termination Fees

AUTHOR: ExedeKarmin - ()

Customer,

 

I can understand your concerns about having to pay the ETF's per your contract.  We only waive ETF's during a move if our service is not available in the area in which you are moving to.  I would like the opportunity to view your account to see if there is anything I can do for you.  Please send me an email to exedelistens@viasat.com with your account and contact information.  ExedeKarmin

 

 

 

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#2 UPDATE Employee

I can Help

AUTHOR: Exede Emerald - ()

Hi Customer I do want to apologize that you had so many difficulties trying to move our service to your new home. I definitely want to speak to you further about your experience and your account. Please send us an email at exedelistens@viasat.com with your account information. We will be more then happy to help and look into this matter for you!

Exede Emerald

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#3 Author of original report

OK MR ALL CAPS

AUTHOR: dallaswebdesigner - ()

Well, I guess I need to explain this again....the installation tech, his manager, and TWO CSR's ALL SAID NO EARLY TERMINATION FEE would apply.  When I thought I was in the clear and made the move to switch ISPs, then I was already into another contract for service.  I didn't find out until 2 months after the service was disconnected.  HOW WAS I TO KNOW THAT I WOULD HAVE TO PAY WHEN EVERYONE I TALKED TO SAID THAT MY EARLY TERM FEES HAD BEEN WAIVED???

RIDDLE ME THAT? YOU IGNORANT EXEDE TROLL.  THE RIPOFF IS THAT THEY TELL YOU ONE THING AND DON'T LIVE UP TO IT. 

I had already mentioned to them several times that I wanted to keep their service (which I did) but this was out of my hands due to lease agreement.  So it's my fault?  You know all the answers huh?  If you don't see it as a ripoff or at the very least misleading a customer, then I wish you the best in life and may God bless your little heart.

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#4 General Comment

How??

AUTHOR: Tyg - ()

 Im NOT seeing a ripoff here. YOU chose to sign the CONTRACT, YOU chose to move. THEY are right. There is NO GOOD REASON for YOU to get a refund, PERIOD!!! The provider has NO CONTROL over where YOU chose to live AFTER you signed the contract. You COULD have put the dish on a tripod on your porch area and still been able to keep services. Its the work around for those apartments that don't allow dishes on the roof. No, YOU did the other thing. YOU cancelled your services and CONTRACT. This means that unless there is an addendum in the contract that YOU agreed to COMPLETLY that allows YOU out of the contract because YOU chose to move to another location, then YOU will have to pay the ETF. Im sure the person YOU spoke with did their very best to try and get YOU off the hook, BUT they are NOT the ones in charge. Just because you are speaking with a manager or a supervisor doesn't mean that THEY have the power to give YOU your way. Its a false expectation that the American Consumer has. THEY think that just because THEy speak with a supervisor that the supervisor is going to be able to do MORE then a CS rep. THAT hasn't been the case since atleast 2007. It REALLY hit managers in 2009 when the market collapsed. Businesses DONT CARE about YOUR personal problems. Issues such as the FACT that YOU chose to move into a place that doesn't allow dishes on the roof. YOU chose to cancel your services. If this was as important to you as you suggest in the tone of your post, then YOU would have chosen to move to a place that would have allowed YOU to keep your service. Now lets be honest here. When YOU made the choice to move into this new place, YOU were NOT thinking about any contracts that YOU had signed before you moved in. No, YOU were focusing on moving in. Then when YOU try and get your internet going, THEN you find out you cant put it on your roof. THEN the internet provider is a monster. People like YOU NEVER read what YOU are agreeing to. Its so common anymore that 60% of the posts on RoR are just because the STUPID consumer has clicked "I agree" or "Signed on the dotted line" WITHOUT READING WHAT THEY ARE AGREEING TO!!! This is YOUR FAULT. YOU need to accept this FACT. Your internet provider had no control of where YOU chose to live. I would suggest that in the future you READ what you are signing and you COMPREHEND!!! YOU are NOT getting a refund because the contract was cancelled BY YOU because YOUR LANDLORD wouldn't allow their equipment on the roof. If exceed had failed in providing YOU services that YOU have CONTRACTED THEM to provide, THEN you would have a case and a refund. But THIS IS ALL ON YOU and YOU have not been ripped off. I must say though, what YOU are doing is the TYPICAL female response. BOOHOO!!! I made a CHOICE and the big bad company is making ME responsible!!!! I would suggest that YOU need some maturity AND perspective. But you wont get either and YOU will continue to blame others for what was 100% your fault. Accept that YOU s****** yourself over and move on.

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