Cancelled an Install of Excede services
I am not one to post my business on forums normally, but I could not find any information containing email addresses for management at ViaSat. I wanted to vent about your sales reps and the tactics they use to lure potential customers into paying a $149.99 fee without getting full permission to do so.
My example is this: I called in on Friday afternoon, February 10, to inquire about how the service worked, speeds and pricing. Your sales rep insisted that I would be extremely satisfied with the service and recommended setting up an install date in order to have all my questions answered with absolutely no commitment to buy. I found this a little confusing, considering it was an INSTALL appointment, but was assured that I could ask questions then and would be charged all applicable charges when, and only when, services were installed at my home. She then asked me for my debit card or checking account information as a form of "deposit" in case I decided to install. She said that if I agreed to install, that form of payment would be used to cover the $149.99 "one time fee," first months service and a prorated charge for services in the current month. I asked not once, not twice but three times if my debit card would be billed anything at that time and was told no. I agreed to allow an installer come out and talk to me about the service on 2/29. About an hour later, I went to the ATM to withdraw some cash and noticed that my available balance had decreased by approximately $150. I immediately called the number on the confirmation email and Nicholas was the rep who answered. I asked Nicholas 4 times whether or not my card had been charged and he very rudely informed me that he had already told me 3 times that it would not be charged until install. The next morning, $149.99 was debited from my checking account.
I called back in and spoke to a young lady and advised her that both a sales rep and a CSR had lied to me regarding the charge and that had I not checked my balance, their lies could have cost me a lot of money. I immediately requested the install be cancelled and my money be refunded to my card. She told me that she would initiate a ticket and have the refund processed ASAP and that I should call on Monday (Feb 13) to check the status. Unfortunately, due to a death in the family, I had to attend a funeral on Monday and couldn't follow up. I called today, Wednesday, and was told there was no ticket filed on Saturday because the rep noted that I was going ot call in and file the ticket myself.
So, for those of you keeping count, 3 reps spoken to and 3 reps who did not provide me correct information.
The lady I spoke with today (after holding for 20 minutes,) transferred me to the cancellation department where I was able to FINALLY cancel my installation and get a refund processed. However, I was told it would take 14business days to complete. Hardly. I called into customer service and asked that my refund be expedited due to the lies I had been told. The lady placed me on hold for about 5 minutes, then disconnected the call.
I called in again, and finally got in touch with Megan, who told me she was able to expedite my refund and that it would finally post back to my account in 3-5 business days (not as fast as they took it out, but a vast improvement over 3 weeks.)
So, needless to say, this has left me with a really bad view on this entire company. I could understand one representative giving me incorrect information; it happens at every company...but 4? And being hung up on? Seriously?! I have no plans to install this service in my home because if just the install process was this tainted, I can only imagine how well trained billing agents would be (read: billing issues galore.)
I had hoped to send this information to higher level management at ViaSat, but since they do not provide contact information, I'm hoping someone here might know a way to get this information on to management.
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