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Review by (hidden by request)
Posted: 68 days ago
(review was emailed from domain yahoo.com)
 Montezuma,San Miguel,NM
 Business customer
 Contract price not specified.
 "zero -- google "wildblue review""
 "google "wildblue review""
 "google "wildblue review""
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As a preface, I have never written a negative or positive review of any product or service online, mostly because I don't have the time. Time is what Wildblue has robbed me of since I began their service fourteen months ago, and they have also robbed me of money. For the first three months I accepted that the connection was slower than any dial up connection that I had in the 1990s and recognized that I would have to endure 12 months of it and knowing that I would have to use internet at work if I wanted to get something substantive accomplished. Three and a half months after I committed 12 months multiplied by $50 per month to Wildblue my "tria" or something that sounds like that broke. I called to figure out what I had to do to get it replaced and waited exactly 46 minutes for someone to pick up the phone. When the person who picked up the phone reminded me that my "waranty" ended less than two weeks earlier, I asked to speak to a manager. I waited another 30 minutes on the phone and finally hung up. I called back the next day and again waited close to 45 minutes, and asked that a manager call me back. No one called me back. I had to buy a new "tria" and of course had to cover all labor expenses. When this happens to you know that this is one of those three page contracts that you probably should have read. They couldn't care less about customer service. You are basically a ginny pig for a start up. Seven months later my satellite dish, due to inadequate bracing when Wildblue installed the dish, became misalingned after a brief wind storm. I was so busy -- and not wanting to deal with Wildblue's appauling service -- that it took me three weeks to call them for the replacement. This time it only took them half an hour to pick up the phone, and they told me that they could help by charing me yet again for something that they failed to instal correcetly in the first place. Knowing that I only had less than two months on my year long contract but knowing that I actually needed internet at home over the winter holiday I agreed to pay to have someone come up and realign my dish at, if I recall correctly, $100 fee (the previous fees for the "tria" and installation were considerably more than that but I don't recall the exact sum). Days before my 12 month contract had ended, I sent an email to wildblue through their own customer website email service notifying them that I no longer wish to be a member of Wildblue. That was a almost three months ago. My wife just notified me that we have been billed for the past three months. Furious, I picked up the phone and called them. This time the wait time was considerably less, but the person who picked up the phone was unwilling to cancel any of the bills since I cancelled my service. The explanation, which I recorded, was that "all emails to customer service go to our technical department". No one returned that email form the customer service section of their website. I asked to speak to a manager, and someone who self reports to be a "senior manager" by the name of "Stacy" picked up the phone. I asked her if I could record the conversation (in case I decided to file) and she said "no". I asked her to put someone on the phone who doesn't mind having the call recorded and she repeated that she was a senior manager and that no one manager would accept a recorded call and that I should wirte to Wildblue (and she gave me the address). I wish I didn't work 65 hour weeks, otherwise I would hire legal counsel, knowing that I would lose because of their three page contract describing in detail that you will be their indentured servent well passed your 12 month contract) to make them fly to norther NM to represent themselves in court. I repeat that this is the negative review I have ever written about a company. I will post this on every site that has a review of Wildblue. I am convinced that anyone who writes a positive review of this company works for the company. I have four neighbors who use Wildblue, and while none of them has had an experience quite as bad as mine not one of them would recommend it to a friend. I feel a civic duty not only to not recommend Wildblue but to detail why you should seek an alternative. They simply are not worth your time or your money. I will research alternatives and post again. Tim
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