Frustrated with WB Customer Support~Excede

[doodyboy2]

Doodyboy2, if speed is the only real thing you're concerned about, so be it. I'm attracted by that too, but that's not the end all be all for me. I noticed that even now you'er not thrilled by the fact that you can get a better deal through Dish Network than through WB. When you think of it, for a loyal customer to be treated that way by the very people who own the satellite is absurd!! That's a slap in the face of every loyal WB customer out there.

I have to agree with you and that is why I said (listen up WB Steve) because I believe if anyone can get the message to Wildblue that if most satisfied customers feel like they are not being treated fairly maybe they will at least give us the same amount of dap we had with the old plan. I also decided to go with whichever installer they sent and called the regular cs number and the installer they sent was even closer than the one I knew about and did a fine job. (however he did not skew my dish, saying it was unnecessary) and it seems that it wasn't. I have not lost service even during some hard rains.

[calvinlives]

I have to agree with you and that is why I said (listen up WB Steve) because I believe if anyone can get the message to Wildblue that if most satisfied customers feel like they are not being treated fairly maybe they will at least give us the same amount of dap we had with the old plan. I also decided to go with whichever installer they sent and called the regular cs number and the installer they sent was even closer than the one I knew about and did a fine job. (however he did not skew my dish, saying it was unnecessary) and it seems that it wasn't. I have not lost service even during some hard rains.

I don't think either of us is being unreasonable or whinny. If anything, it's WB that is casting a pall over their credibility. I'm not expecting 'something for nothing'. I've paid them more than 6k over six-years. And I'm willing to pay for this service as well, but I don't expect to be treated shabbily or as a second-class citizen and that is exactly what they have done in this Exede fiasco. And I can't be alone. I doubt seriously that I am the only good customer who has wanted to upgrade and for whatever reason they have experienced similarly or likewise. I'm just the one who spoke out.

[Monkeyflesh]

I'm with you calvinlives. I just got tired of typing.

[coopperdog]

More bandwidth please?

I found out through skylink...a wildblue,dtv reseller / installer , that for 999.99$ and 89$ i can get 24gb of bandwidth....that's the mid range package!

Now as for cs.....well that is another issue all together!

[Phainein]

The herd! Is that how loyal WB customers are now viewed?

Metaphor - A figure of speech in which a name or descriptive word or phrase is transferred to an object or action different from, but analogous to, that to which it is literally applicable; an instance of this, a metaphorical expression. [SOED]

Here's George Will's metaphor on Judge J. Harvie Wilkinson III:

...is a courtly Virginian who combines a manner as soft as a Shenandoah breeze with a keen intellect.

Keep in mind that WB has hyped this for months

BBR posters have indicated there was no mention of speed or bucket size until the last minute, iirc.

I've never read anything in the trade rags. For instance, 23 August, 2010, "ViaSat has said it would not seek to replace all customers in WildBlue’s highest-demand areas."

All that I heard before ViaSat-1 launched was higher speeds. On BBR forum, there was speculation about prices and bucket sizes.

[calvinlives]

Metaphor - A figure of speech in which a name or descriptive word or phrase is transferred to an object or action different from, but analogous to, that to which it is literally applicable; an instance of this, a metaphorical expression. [SOED]

Here's George Will's metaphor on Judge J. Harvie Wilkinson III:

...is a courtly Virginian who combines a manner as soft as a Shenandoah breeze with a keen intellect.

BBR posters have indicated there was no mention of speed or bucket size until the last minute, iirc.

I've never read anything in the trade rags. For instance, 23 August, 2010, "ViaSat has said it would not seek to replace all customers in WildBlue’s highest-demand areas."

All that I heard before ViaSat-1 launched was higher speeds. On BBR forum, there was speculation about prices and bucket sizes.

Calling a group of customers "the herd" isn't a compliment even as a metaphor. And who said that any of my information came from the trades or any of the sources that you mentioned?

[Phainein]

my information[/B]

Without documentation (trade rags, etc), rumors are rumors. I would never have faith in a rumor, but YMMV.

To my awareness, there were no public statements about specifics on price/speed/DAPs until after ViaSat-1 launched.

I might mention that I've been with WB since beginning, and now Exede, via rural coop, and have no issues with them; they have stood by their customers and maintained equipment without charge.

I think its better to support your locals since they tend to know you by your first name.

So, do keep in mind, there are differences between local and national service support. As they say, YMMV, so pick/choose your installer when possible.

[calvinlives]

"I might mention that I've been with WB since beginning, and now Exede, via rural coop, and have no issues with them; they have stood by their customers and maintained equipment without charge."

And as I mentioned I've dealt with them for six-years as a customer and I haven't had any issues that weren't rectified in a timely manner. That's why the treatment I've lately experienced with Exede/WB caught me completely off guard. Do you truly expect a customer to be treated as I have been treated and simply say, "Oh, well, they've been good in the past?" That's the assumption I made previously and it was certainly the wrong assumption! I have no intention of crawling on my belly and pleading with Exede to give me their wonderful system. I'll wait to see if the "proof is in the pudding" before I ever try again and I'm not certain that I will do that. Trust is something a company earns it doesn't demand it. To date, Exede has done everything within its power to lose my trust.

[Phainein]

What marketing strategy?
get 22GB...for $79.99.
Exede...15 GB!

As noted before, a news article dated 23 August, 2010, stated

"ViaSat has said it would not seek to replace all customers in WildBlue’s highest-demand areas."

It is clear at this point in time, 23 August, 2010, that those choosing ViaSat-1 over Anik F2 or WB-1 would not be getting "juicy deals" to jump ship. Only those with NRTC/DISH's basic plan will get the same bucket (DAP) but higher throughput.

Hughes will have the same "headache" to deal with when their new bird becomes operational. In fact, when WB-1 launched, they would not let me jump ship to WB-1, which would have offered better overall performance since it was never fully loaded.

Hence, some 18 months ago, ViaSat's plan was to reduce "ship jumping" from WB-1 and Anik F2. Only those with NRTC/DISH on a basic plan will not see a penalty. (Note - I paid around $80.00 for upgrade, but I see that an investment in better performance; not a penalty in DAP).

[WB Steve]

calvinlives,
I've noticed you've been posting frequently on the forum in the last couple of weeks with complaints about how you tried twice to get the service, but it happened when we were having some system problems, and unfortunately we were not able to help you at those times. If you're still interested, and would like the service, then please give it another try....I can even help you get in touch with a local dealer in your area, or have a sales rep call you.

Last week I was at a dealer conference and spoke with over 100 dealers. I asked all of them..."how's it going....are your customers happy with Exede service, or are you getting complaints and problems?" This is the truth....every one of them said that their customers were loving the service, and they were busy installing new customers and upgrading old customers. There were only a few random complaints about the systems temporarily being down (which we're working hard to rectify, and it's getting better), and some questions about how to get more of their techs trained.

I understand that you had a bad experience initially. We heard you. We get it. We'd love to have another chance to make you happy with the Exede service, really we would. I respectfully ask that until you've actually tried the service yourself, that you hold off from your constant complaining and badmouthing it here. Frankly, it's probably confusing to other people who might read all of your complaints and mistakenly think you're an actual Exede customer. Thank you.