To: Wildblue /ViaSat Communications 4/17/2012
We are appalled! As a Wildblue (WB) dedicated internet satellite subscriber since 2006, we have recently endured lies and misinformation by WB representatives as concerns our efforts to change our local dealer and upgrade to WB “Excede” service.
On 4/3/2012 at 0955hr I spoke with WB representative Michael, I asked to change our local dealer to Cybernet 1 in Hamilton, MT. No problem, ticket #9584489 was issued and the change would take effect in 72 hours. Great, as we want to upgrade our service to the new 5MB “Excede” band.
On 4/8/2012 at 1340hr I spoke with WB representative Brenda, I asked why ticket #9584489 had not been completed. Cybernet 1 was still not recognized as my preferred dealer and I was getting calls from other WB dealers in the area. She explained that she did not know why the record still reflected another dealer in the area. She indicated that she would re-issue the order to Cybernet 1 but must wait for another 72 hours to take effect. Secondly, she offered me a discount on the installation of “Excede” since we were an old customer and apologized for the internal error in handling our request. However, she stated that WB could not release the install order until the dealer re-direct was completed, but it was on file….pending release.
On 4/15/2012 at 0935hr I spoke with WB senior representative Betty, I requested to speak to a supervisor as we were quite frustrated by their lack of service. Betty reviewed the account notes and stated that the account had been switched to Cybernet 1 on 4/9/2012 (even though on 4/13, Cybernet 1 called WB to inquire on the account switch and was told it had not been completed). Betty then advised me that it really didn’t matter now as the “Excede” beam was suspended in our area on 4/09 and they had no idea when the beam would re-open, further they no longer had capacity for any “new” orders!! I once again asked her to review the account notes and the “pending’ order for “Excede” service placed on 4/08 – was there a “waiting list” – no…
I must say that I was now in an agitated state and expressed my extreme displeasure. Betty offered a 30-day upgrade to our standard account (.5MB) and apologized for the circumstances.
If anyone has experienced similar incompetence and questionable violations of promised service, I would be happy to join with them in lodging a complaint with the F.C.C. and the Better Business Bureau.
Thank you, Rick
Cc: CYBERNET 1/RAO/WB~COMPLAINT120417