Re: [general] Wileblue Customer Service Nightmare/Ineptitude in WildBlue Satellite http://www.dslreports.com/forum/r20351741 en Wed, 11 Nov 2009 07:32:55 EDT Wed, 11 Nov 2009 07:32:55 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20384577 RitaCeleste : I keep having my wildblue bandwidth monitor report way more use than my bandwidth monitorSS show. I called and called DishNetwork NOTHING was done except to make false claims of my computer having a virus or spyware that was somehow escaping detection for my bandwidth monitors, tell me WildBlue would NOT recognize data gained from any other applications, tell me it was all the fault of the rolling bandwidth. I tried to contact WildBlue and they REFUSED to take the call about their monitor at all because I had my WildBlue from DishNetwork. Finally, after over 30 days of this mess and not getting what I pay for I contacted the BBB and filed a complaint on WildBlue. Maybe they will atleast talk to me about it in the next 30 days.]]> http://www.dslreports.com/forum/remark,20384577 Fri, 25 Apr 2008 09:38:09 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20361344 equivocal : Fire back with a bill for $10,000 since, having canceled service 12 months before, the old WB contract terms no longer apply and by taking payment, WB has entered a new agreement under the terms defined by the victim which, as always, can change at any time without notice. Of course WB won't pay, and a toady will spring forth to say you're not allowed to treat a Corporation like that.]]> http://www.dslreports.com/forum/remark,20361344 Mon, 21 Apr 2008 02:45:14 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20359742 Qoiz : oh by the way, I know somebody who disconnect their WB 12 months ago, and just last month they received a charge out of nowhere for 80$ from WB, even though he had gone a full year without their service, but all of a sudden they think it is OK to take 80$ from him as if he was still a customer or something

he had to fight and wastes hours to get it through their head that he had not had service for a year, what exactly did you guys do to deserve my 80$? just pathetically sad... I would never respect or buy any service that thinks it can get away with stunts like that, more or less a total scam thinking he won't notice.... *sigh*]]> http://www.dslreports.com/forum/remark,20359742 Sun, 20 Apr 2008 18:47:50 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20358654 Qoiz : yeah I have a masters degree in engineeringand I am gunna create a gyroscope transportation system that will shut down the airlines cause it will travel similar a car but it goes over 200 mph and the gyroscopic design makes for very good stability]]> http://www.dslreports.com/forum/remark,20358654 Sun, 20 Apr 2008 13:40:48 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20357760 Earth Signal : No one should have to put up with that type of nonsence but it seems to be everywhere in the business world. The more people like you are willing to take the time and pursue issues and let them know they have screwed up and you are unhappy the sooner they will get the message. It is not only WildBlue that pulls this sort of crap, look at the recent airline mess and many more companies that just don't seem to give a hoot about customer service.
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Ron~ Wildblue Select Pak, Beam 26, Dell XPS600 Pentium D~dc 3.0GHz, 2Gig Ram, dual 160Ghd, XP pro, Linksys WRT54G router, client is Laptop, XP home]]> http://www.dslreports.com/forum/remark,20357760 Sun, 20 Apr 2008 08:34:23 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20354267 jlester : Typical WB service :p

I am still getting calls regarding the email snafu 1 1/2 months ago!

What a joke.]]> http://www.dslreports.com/forum/remark,20354267 Sat, 19 Apr 2008 11:46:37 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20353344 Island Jeff : I definitely sympathize and empathize with what you had to go through.
quote:
I would really have to give some thought to whether WB was worth that kind of trouble.....

Compared to what some have had to do to get an Internet connection, the above isn't so horrible.
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Very happy TDS DSL user | Wildblue in Lake Michigan]]> http://www.dslreports.com/forum/remark,20353344 Sat, 19 Apr 2008 03:26:00 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20353032 opus74 : "That is some HORRIBLE customer service. When your customer has to conference in your call center with the corporate office to get service I have to ask…do you really want my business?"

I would really have to give some thought to whether WB was worth that kind of trouble..... :mad:
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Lordy, I have loved some ladies and I have loved Jim Beam and they both tried to kill me in 1973.]]> http://www.dslreports.com/forum/remark,20353032 Fri, 18 Apr 2008 18:51:40 EDT Re: [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20351741 Mr Annon : (Applause) You are one dedicated individual to wade through that morass. I would have canceled my service on the 3rd call to support. Tolerating such nonsense should not be required to pay someone for a service.]]> http://www.dslreports.com/forum/remark,20351741 Fri, 18 Apr 2008 10:08:34 EDT [general] Wileblue Customer Service Nightmare/Ineptitude http://www.dslreports.com/forum/remark,20351329 anon : We moved from Bushnell, FL to Forest, MS. I brought the dish and modem with me to our new residence. I looked up the installers for this area on the wild blue homepage and called them to setup an appointment for them to come out and install the dish. I dug a 100’ trench 6 inches deep. Laid out pvc piping and installed a 10’ high 2” diameter galvanized steel pole sunk 4’ into concrete.

The installer comes out and gets everything setup quickly as I already had prepared the site for him. We hook up the modem and well it doesn’t work, it starts to boot up and at the 4 step in initialization (lock on step) it fails. The modem was setup for the beam that hit 33513 zip code. The installer suspects that is the problem and calls up tech support and verifies I will have to create a move ticket to get the modem transferred over to the beam for 39074. I do this on a Friday afternoon and the call center rep tells me that within 2 weeks someone from the move department will call me to “rebuild” the account.

One week rolls by and no one calls. I call the call center the Monday of week 2 and am informed that the move department has my ticket in queue but I will have to wait for them to contact me. I wait until Wednesday at which point I call back and speak to another rep who says the same thing. I ask to speak to someone in the move department and I was told they are not in the same building as the call center and she cannot transfer an outside call to them.

Thursday I decide this is ridiculous, I could call Hughes and get –new- service with them faster than I can get moved with Wildblue. I decide I am going to call the call center yet again and ask for the move department or someone in tech support level 2…someone who at least understands what MAC Address Authentication and/or Access Control Lists are. I was never discourteous or rude to the call center reps as I have been one myself but, I will not accept brush off answers. Every time I explained that I simply needed to get my modem authorized on Beam 42. I even had my modem MAC and Serial number on hand! I ended up getting disconnected intentionally or otherwise over 10 times while on hold or being “transferred”. I spoke to:

Wallace 1:30PM to 2:11PM when I was disconnected while on hold after a failed transfer
Rayanna 2:30 to 2:32 when I was disconnected while on hold after a failed transfer
Cortina 2:35 to 2:44 when I was disconnected while on hold after a failed transfer
Brian 4:15 to 4:30 when I was disconnected while on hold after a failed transfer
Robin Schaffer 5:45 to 6:00 when I was disconnected while on hold after a failed transfer

By now I stopped recording the times as it was pointless but I started getting emp ID's
James (emp ID 59263) and I was disconnected while on hold yet again after a failed transfer
Etha (emp ID 1049) and I was disconnected while on hold yet again after a failed transfer
Laura (emp ID 0130192) who actually attempted to get a level 2 tech support guy to speak with me but he refused insisting she ask me some questions which she would relay to him. He promised someone would call me the next day as he was leaving a note for his supervisor.

The next day I waited until 2:00PM and no call. I decide I will call one last time before I cancel the service. I got ahold of another young man who said the move department would have to initiate the contact me directly he could not get me to them. I explained the trouble I was having and that everything works (I’m sure of it) I just need to get my modems MAC address enabled on Beam 42 which covers zip code 39074. He indicated he was on the customer retention team and that he wished he could assist me further. So I asked him where is the move department physically and why can’t I speak to anyone there. His answer, “They are part of corporate sir and the number we have for them doesn’t work, we have no way to get in contact with them over the phone.” I asked him if he realized how ridiculous that sounds and he completely agreed with me but insisted it was the case.

So I asked where can I send a written complaint, well the gentleman gave me the physical address of Wildblue corporate. I google the address and bam there is the corporate phone number. I asked the gentleman to remain on the line while I put him on hold and I called the corporate number. When the operator picked up I asked her to hold on and conferenced the call center rep in on the call. I explained I was a customer needing to speak to someone in the move department and that I had conferenced in the call center which “had no way to contact the corporate office”. I immediately got into Debra in the move and rebuild department. Exactly as I anticipated the actual fix took under 15 minutes to add the modem to the access control list for our new beam and take it off the old one.

When I got home from work that day I called Debra back directly as I had to go through the short steps to reinit the modem and everything worked fine. Grand total waiting for Wildblue customer service to “service” my issue 2 weeks. Time spent actually working on issue with Debra, about 30 minutes.

To top it all off this week, which is a total of 4 weeks after I initiated the move request, someone from the move department did call me and informed me they were sorry for the delay and that they had been very busy and they were ready to do the move. When I told her I had already taken care of it and asked why she didn’t know that she said “I’m sorry sir, someone just placed a small sticky note on my computer and it fell behind my monitor and I just now saw it there.” I asked her if Wildblue handles all account business on sticky notes and does she realize how unprofessional that sounds and how unappreciated as a customer I feel when I hear that. She simply apologized, which really was all she could do there really is no defense at that point. I let her go at that point and thanked her for calling.

That is some HORRIBLE customer service. When your customer has to conference in your call center with the corporate office to get service I have to ask…do you really want my business?]]> http://www.dslreports.com/forum/remark,20351329 Fri, 18 Apr 2008 01:29:44 EDT