• Report: #1134317

Complaint Review: Exede

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  • Submitted: Thu, March 27, 2014
  • Updated: Thu, April 24, 2014

  • Reported By: DylansDad — Georgia
Exede
carlsbad, California USA

Exede wildblue Monopolizing company cheats, lies, and takes advantage of you carlsbad California

*UPDATE Employee: Service in rural areas

*Consumer Suggestion: Always contact a LOCAL retailer for the best service

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In the 49 years that I have been alive, WILD BLUE/EXEDE/VIASTAT is by far the most horrible company I have EVER done business with. I don't even know WHERE to begin... because I'm in such a rural area, when I moved here, bringing my old AT&T account "with" me wasn't an option, as here it's either Exede or Windstream. The latter was never a consideration as they can only offer a measly internet speed of just 3mbps, so I had no choice but to order Exede. (Keep in mind that I work out of the home and rely on the internet to work every day.) I placed my order and the installer no-showed TWICE without even having the decency to call. On the third occasion when he FINALLY showed, he was hours late, and, again, hadn't had the decency to call to let me know. After installing the dish and cable, he was setting the system up in my room when I asked him a couple of basic general questions relating to their internet service. I couldn't believe my ears when he replied, "I really don't know- I don't know much about internet stuff." REALLY?!? To top it all off, I inquired about billing and he advised me that I would be billed $60 THAT NIGHT in advance for my first month's service- no one in sales told me that and had I not asked, I never would have known.

If you've never had it, satellite internet is NOT something you want. Your service can be affected by weather at the drop of a hat, AND it can be weather that is nowhere NEAR you. I live in north Georgia, and, according to an Exede tech, my service comes out of Seattle (!) so any crazy weather between me and Seattle, WA (2,600 miles away) can kill my service! This alone is just LAUGHABLE to me.

Calling Exede for customer service is a chore in itself. I've been a customer for over six months now, have had to call MANY times, and the average wait time is 15 minutes no matter what time of day you call, so customers are OBVIOUSLY not a priority to them. If that's not bad enough, while you're on hold you hear a message EVERY 15 SECONDS (I timed it) reminding you that all agents are busy but that your call is 'important' to them. HA! And if you call after hours and don't realize that they're closed, you'll spend at least five minutes following their prompts whereas they ask you to punch in your account info, phone number, reason for calling, etc. etc.- then after ALL that, you get a message saying, "our offices are closed" and it hangs up in your face.   

One of my calls to them was the day after we had had a particularly strong wind storm. I had totally lost service and they sent a technician out after advising me that I would have to pay for the visit if the problem was due to an "act of God." Well, hell, with satellite service, any issue from wind to rain to ice is an act of God! I had requested they send out a different tech this time, and they did. He re-positioned the dish and added a support bracket to it to stabilize the dish in future wind issues, something the idiot of an initial installer should have done to begin with. Further, he noticed that the cable the first installer had used was cheap and didn't have "messenger wire" attached, so he rewired it for me. (He stated that the installers have to pay for their own cable so they often use the cheapest garbage they can get.) On top of that, he advised me that one of my problems was that the installer should have advised me to plug my modem directly into a wall outlet and not into a surge protector, no matter how good the surge protector is. The installer never mentioned that. (BTW, if you ever go with this company, BUY YOUR OWN modem- if you accept theirs you have to lease it for $10/month for the length of the contract- WASTE OF MONEY.)

Above all else, this is my main gripe with Exede. You pay $60 a month for your service, which, although a bit higher than other companies, isn't horrible. UNTIL you realize that you are limited to just 10kb of data. To those of you who don't really know what that means, I am online for an average of seven hours a day, and 10kb lasts me about 2-1/2 weeks. Mind you, I don't watch or download movies or music or anything- that's just checking my emails, playing around on Facebook, and working. (I will say that we made the huge mistake of trying to stream a Netflix movie ONCE- until I saw that it cost me over $20 in data time to watch just half the movie!!!) Anyhow, when I run out of data (you know immediately because your internet slows to a snails pace and you can't do anything) I am then given the chance to "BUY MORE." This is where you make a purchase of 1GB of data/time, which lasts about 12 hours. SO, if you run out of internet time mid-month like I often do, you have to pay ANOTHER $60-$80 to finish out the month until your regular 10kb allowance is restored. My last full month of service was Feb. 2014 and it cost me a total of $130 just to be on the internet for seven hours a day for 28 days.

Calling Exede to cancel my service was an hour-long disaster. I was put on hold six times only to be hit with a $240 'early termination fee' that I had never been told about. The snippy  supervisor retorted with, "you signed a 14-page contract." I advised her that that was not the case- I'd signed a short 1-paragraph doc that said nothing about a termination fee OR having limited data service. If that wasn't enough, I was advised that no tech would visit to pick up the modem and dish components, and that (get THIS) I have to climb up on my roof, disassemble a unit from the dish, and ship it to them myself to avoid being charged with further equipment fees! When I asked the rep when the early termination fee would be debited from my account, she said, "in 30 days." Noting the hesitation in her voice I said, "are you sure?" She then put me on hold for the 7th time and returned minutes later, saying, "ummm, no, it's going to bill your account today."     

In my opinion, this company is a bunch of thieves preying on those who have no option but to purchase their services. It's a monopoly, and it's outrageous. It's like a tiny town who gets their first and only fast-food restaurant, and the restaurant charging $15 for a happy meal JUST BECAUSE THEY CAN. If you spend ANY considerable amount of time on the web, Exede is NOT for you. And if you do any gaming, streaming, or download movies, music, and the like, you'll use up your $60 worth of data in a week. STAY AWAY- stay far, FAR away from Exede/WildBlue/Viastat!


This report was posted on Ripoff Report on 03/27/2014 08:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Exede/carlsbad-California/Exede-wildblue-Monopolizing-company-cheats-lies-and-takes-advantage-of-you-carlsbad-Cal-1134317. 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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Updates & Rebuttals

#1 UPDATE Employee

Service in rural areas

AUTHOR: Exede Sherry - ()

 

I certainly do apologize for any mis-communication that occurred when you signed up for the service. We make all information about our services readily available through our website at exede.com and with a welcome email before getting the service installed.

We pride ourselves on the fact that we offer service to rural customers who otherwise would not have internet service at all.  So the very nature of it being a satellite service; which, allows us to service these rural areas, is also the reason we have data caps.  There is a limited amount of bandwidth available with a satellite.  Our data allowance policy is to ensure equal access to that network, and prevent congestion from slowing down speeds.

As a courtesy, we offer a free zone for all of our Exede customers; which allows you to do all online activities un-monitored. As you stated, we also have the buy more option. If you are finding that you are needing to use this option a lot you may not have been on the right package for you. We also have 15 GB and 25 GB packages as well as our Evolution package available.

If you have any other concerns or need further assistance, please email us at exedelistens@viasat.com. We are happy to help.

Exede Sherry

 

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#2 Consumer Suggestion

Always contact a LOCAL retailer for the best service

AUTHOR: LakeCountrySat Exede Elite Dealer - ()

My name is David Varner and I am an Elite Dealer with Exede and I am a member of the Dealer Advisor Council to ViaSat.  My company Lake Country Satellite has been the #1 dealer on the East Coast for over a year.  We did not get there by selling a product that does not work from a company that cheats their customers.  In fact we are set up to sell all satellite internet products and the Exede service is the best of them all.  We have done side by side comparrisons and Exede wins everytime.  Our call centers are all based here in the US and are staffed by folks you can understand.

I am going to respond to your issues in the order you listed them.  I first want to start off asking who you called to set your service up?  As a LOCAL dealer myself, I can pretty much rule out that you looked to find who your LOCAL dealer was and just called some toll free number you found in an advertisement.  Unfortunately some of these "marketing companies" don't know their products and the installs get farmed out to contractors, as you experienced don't care about the quality of their install.  Exede is working hard to elimenate these companies so that customers like you don't have these types of experiences.

As far as the billing and not knowing of the charges, that again goes back to who sold you the Exede service.  It is their duty and responsibility to go over all the disclosures.

As far as the location of the uplink center, it really does not matter.  Weather is rarely a factor there because of the enormous size of the their dish.  A properly installed Exede system will not usually go out except in very rare downpours.  The system is designed to work and actually increases power to the transmitter to work in incliment weather.  Again, a properly installed system is going to work and not go out of allignment except for some severe circumstance.

At this time, Exede does not have a plan for you to buy your own modem.  The $9.99 equipment fee is also like a service plan, the most you would pay out of your pocket is $95 for a truck roll unless the equipment is physically damaged, then you would be responsible for that.  In most cases for Acts of God, your insurance company will reimburse you.

As far as the speed, Exede IS the fastest satellite internet service provider.  I speak from 25+ years of experience in telecommunications.  And you are not limited to 10kb, it is 10 Gigs, a huge difference.  However, there are other plans available like the Evolution plan that gives you Unlimited access to emails and web pages for about $76.  Now granted you can't stream 24/7 but you have 5Gigs for just that.  And 3AM to 8AM is unlimited everything!  Again, had you contacted a LOCAL representative, they would have put you in the right plan that fit your needs.

To other folks out there reading this, I CAN NOT STRESS the importance of contacting and working with a LOCAL company.  We are going to treat you right because we live, shop and do business in your community.  

As far as the customer service agents being snippy, I appologize for that, as a member of the Dealer Advisory Council, I am personally working on these type of issues.  The hold music and call intrupt every 20 seconds is very annoying.  I have already addressed that issue and it is being addressed and fixed.  Same with the frustration of entering all of your information and then being told the customer service call center is closed.   That fix is also in the works.  Our Technical Support is open 24/7.  Also as far as the long hold times, as of this minute, I just called in and was less than a minute.

Exede is not a monopoly company and does not prey on rural customers.  You made the choice to purchase Exede service.  Unfortunately, the sales company dropped the ball on the disclosures and did not fit you properly in a plan that suited you.  And then to be further insulted by a "technician" who did not care about your time or even care about the quality of the work they were doing.  Bottom line....CALL A LOCAL DEALER!

Exede is a respectable company and genuinely cares about their product and their customers.  As a local dealer we pride ourselves in taking excellent care of our customers with a product that is superior!  Below is my personal contact information if you have any other questions or concerns, please let me know and I will try and help.

David R Varner

Lake Country Satellite

Exede Elite Dealer

Dealer Advisor Council Member to ViaSat

david@lakeountrysat.com

www.lakecountrysat.com

866-273-4426

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