Customer Service Is A Joke

[CelestialStorm]

And if it is for a pole mount, that charge is between you and the installer, because the installer buys the supplies out of his pocket, and the money for it goes directly back into his pocket.....not thru Wildblue.

[Doug Huffman]

FWITW, my car does not ever see a franchise stealership. I believe that my independent specialist (in my brand and engine type) knows and cares more than some some flat-rate "professional".

[wm4bama]

no i wasn't home I told them to call me if they had any questions. I keep my work cell on all day and they had that number. my wife was home does this paint a clearer picture sounds more like their bad. my wife did not know any better. the installer should. so were they taking advantage of me? If I buy a new car and take it to the dealer for service cause i dont know how to change the oil do they just change the oil and not the filter and screw up my car? would that be my bad also? they picked the easiest spot for them ran the shortest amount of cable they could and left. I'm not a computer guy i am a engine mechanic but i would never mount any electrical equipment where it could get wet. if i did this at my job i wouldn't have a job and i can guarantee you that my company would make it right not blow them off or say you shouldn't have let them do that its your bad!!!!! they are supposed to be the " professionals"

WB Marlene is attempting to correct this hopefully the outcome will be positive..but the bottom line is it shouldn't have come to this it is a bad way to do business. I never asked anyone to coddle me I held up my end of the bargain by paying what they asked for + what they didn't tell me about. all i asked for was what they promised..not to be blown off..it has been over a month since i figured out that calling got me nowhere and i haven't heard from cust service at all

Here is a summary of my Wildblue installation and cost information. I have the cheapest option, the Value Pack, advertised as 512kbps down and 128kbps up. Package is $50/month. Installation is free if you can mount the dish to your roof or a side of your house. If a pole-mount is required the installer will charge you $150. I was informed of all these charges up front. I needed a pole mount because I have a metal roof and line-of-sight was blocked by my eaves for a wall mount. I was home for the installation and very pleased with the pole mount, <50' of coax run from dish to my computer.

First bill:
$ 25 for shipping the hardware via UPS (2-3 day delivery)
$100 prepaid 2 year lease (you must commit for 2 years
or pay $15 penalty per unused months) saved money by paying full 2 year lease up front vs monthly lease fee)
$100 account setup and activation fee (one time fee)
$ 50 for first months use
$ 20 tax (one time charge)
-------------
$290 total on first bill, then $50/month for next 23 months.

I am very please with my installation and speed results. I have tested my speeds over several days and at different times. My download speeds always exceed their promised 512kbps. Upload speeds vary with time of day, but all are close to their promised 128kbps.

I think the Value Pak is overpriced for the speed available but sure beats my dial-up (here in the boonies could only get a 26k connection).

[JOHNBOY]

Here is a summary of my Wildblue installation and cost information. I have the cheapest option, the Value Pack, advertised as 512kbps down and 128kbps up. Package is $50/month. Installation is free if you can mount the dish to your roof or a side of your house. If a pole-mount is required the installer will charge you $150. I was informed of all these charges up front. I needed a pole mount because I have a metal roof and line-of-sight was blocked by my eaves for a wall mount. I was home for the installation and very pleased with the pole mount, <50' of coax run from dish to my computer.

First bill:
$ 25 for shipping the hardware via UPS (2-3 day delivery)
$100 prepaid 2 year lease (you must commit for 2 years
or pay $15 penalty per unused months) saved money by paying full 2 year lease up front vs monthly lease fee)
$100 account setup and activation fee (one time fee)
$ 50 for first months use
$ 20 tax (one time charge)
-------------
$290 total on first bill, then $50/month for next 23 months.

I am very please with my installation and speed results. I have tested my speeds over several days and at different times. My download speeds always exceed their promised 512kbps. Upload speeds vary with time of day, but all are close to their promised 128kbps.

I think the Value Pak is overpriced for the speed available but sure beats my dial-up (here in the boonies could only get a 26k connection).

MAN I WISH I COULD GET AROUND 100 ON THE UPLOAD. MY BEST HAS BEEN 80-USUALLY AROUND 50. I HAVE THE VALUE PACK. MY ZIP IS 70554.
MY DOWNLOAD IS USUALLY GOOD.

[inthewoods]

This is what I paid at sign-up for the value pack:

Equipment Monthly Lease Fee $0.19 <--- I signed up at the end of a month
Equipment Monthly Lease Fee $5.95 <--- *** see below ***
Account Setup Fee with $50 Discount $99.95
Equipment - ODU $0.00
Equipment - IDU $0.00
Shipping & Handling Fee $24.95
Value Service Monthly Lease (MDV-24) $1.61 <--- I signed up at the end of a month
Value Service Monthly Lease (MDV-24) $49.95
Free Installation - Lease $0.00
Subtotal $182.60

** I chose the monthly rental over prepay because I wanted to keep the $100 in my pocket then worry about saving $1.75 every month. Also after two years this fee will kick in every month anyway.

[jclaunch]

wb marlene is helping alot i have already heard back from the installer. i am not excited about using that one again but i probably don't have a choice.. it looks like there are some installers on this board that take pride in their work. it would be nice if this one did.
the car dealership was an example i just didn't like hearing it was my bad if a installer would have done this to one of your loved ones you might feel the same way the guy was supposed to come out on a Saturday but canceled when he came i couldn't be there..

I will say that WB Marlene has helped tremendously and I do appreciate it. it would be nice if there was a call center full of WB Marlene's.In hindsight i could have approached this differently but i tried that several times on the phone and it never worked. I still feel it should have never came to this in the first place and it is unfortunate that WB Marlene had to spend personal time on this.but i am glad she did.it seems the root of the problem lies in the installer and hopefully they get straightened out i can see from other threads that i am not the first one with a problem that just got aggravated when calling customer service got me no answers..

[CelestialStorm]

wb marlene is helping alot i have already heard back from the installer. i am not excited about using that one again but i probably don't have a choice.. it looks like there are some installers on this board that take pride in their work. it would be nice if this one did.
the car dealership was an example i just didn't like hearing it was my bad if a installer would have done this to one of your loved ones you might feel the same way the guy was supposed to come out on a Saturday but canceled when he came i couldn't be there..

I will say that WB Marlene has helped tremendously and I do appreciate it. it would be nice if there was a call center full of WB Marlene's.In hindsight i could have approached this differently but i tried that several times on the phone and it never worked. I still feel it should have never came to this in the first place and it is unfortunate that WB Marlene had to spend personal time on this.but i am glad she did.it seems the root of the problem lies in the installer and hopefully they get straightened out i can see from other threads that i am not the first one with a problem that just got aggravated when calling customer service got me no answers..

I think with WB Marlene's assistance even the same installer will do a much better job (lol, she's got his number this time around)

WB Marlene and WB Steve and other Wildblue employees should be commended over and over for their attempts to get Wildblue up to the standards where it belonged all the while. For a company to have their own people do this for it's customer base to correct these wrongs is absolutely outstanding!!

[Shane]

All the mods and Dealers/MSP's/Installers like myself just are trying to help out anyway we can.....

It sounds like to me where alot of this started was with your dealer not WB. There are many dealers out there that just sell the product and have no idea how to install the system themselves. They also are on the same level as a used car salesman. They care more about a quick sale and less about a happy customer because there shall always be another coming down the line.

As for your install I really hope your issue get resolved and any way that any of us can help just feel free to ask.

[fstfrddy]

I feel lucky, I got a great installer. He did a pole mount in the middle of a snowstorm for $75 and he must have known what he was doing. I have been getting great speeds from day 1. He also setup my wireless home network on 3 computers for me because I was lying here with a broken leg and charged me nothing extra. I wish everyone could get a dealer like this guy.

[gammaray]

JCLaunch has every right to place his thoughts here as this section is titled "Sound off" after all!

Customer service as we have known and expect it to be is all but non-existent anymore. Companies expect customers to pay each month and receive a lackluster product without complaints and if there is a problem, it is up to the customer to prove it. If you can contact anyone who works with the company that is. Contact with someone to get issues fixed has been made all but impossible.

Gamma