Complaint Review: ViaSat Internet Services - Carlsbad, CA CA

This is more about a ripoff of my valuable time, not money (unless they fraudulently charge my debit card for non-existent services). I strongly urge people to avoid this company at all costs. Non-existent service techs, horrible customer relations, unfriendly salespeople, no help at all from phone reps (though they had plenty of really snappy hold music), lies and misrepresentation, and just covering their own arses. Don't waste your time or money! Here's a copy of an email I recently sent "Sean," with their farmed-out installation company Green's Home Tech in response to their "we're doing our best" butt-covering "clarification" email:

It has been really problematic for me, the (valued?) customer, to have all kinds of different agencies speaking for ViaSat as proxies and giving out false information, or no info at all. [They're scheduling phone rep assured me of installation days that "Sean" then told me were unavailable.] I have wasted an incredible amount of time, first for 17 days waiting till Dec. 22nd, and waiting at home ALL DAY, on my birthday, no less, only to have your install tech have to go into the hospital, of all unlikely scenarios, and no back-up tech to take over, when you have customers waiting??? [And now they have suspended installations due to only having one tech who has been hospitalized indefinitely!] Really amateurish. I think this whole thing has displayed how NOT to do business, Sean, starting with "Lenny," who is not particularly friendly, and who I feel isn't suited at all for being in telephone sales, or sales at all.

He should be cleaning out horse stables, not interacting with the public. Sounded like he was waking up from a crack stupor. I am a business owner, plus I have subscribed to numerous ISP's going back to around 2000, and I am appalled by the almost total lack of good customer service due diligence in the case of ViaSat and its farmed-out servicing agencies. Unheard of, in my experience.

Everything has been CYA from you guys, and very little helpful info for me, the customer. I am baffled as to how you guys achieved any good ratings at all online. Perhaps mine is a fluke case? Doesn't look like it now that I do a bit of digging. 68 one-star reviews on Consumer Reports, including mine. Congratulations.

So, since no one can give me a definite time-frame on when you will be installing my services, it looks like I will have to seek out another ISP. And, I demand that you delete my Chase Visa card info from your database immediately, or relay that message back to good ol' Lenny or whoever. If I get any charges they will be considered fraud and I will report it as such to my bank. I should be charging Via Sat for my time lost on this whole debaucle.

Thanks for nothing, really.

[end email]

$150/month, but best of luck getting any installation of service (currently suspended), any ViaSat reps on the phone, or any who actually help and who aren't more interested in telling you that they are really busy covering all the bases, don't you know. One of whom I spent about 20 mins. on the phone with and who at the end of the call actually admitted, "it would be nice if I could give you any helpful information" (like when I can reschedule installation). Yeah, skip this company.