Complaint / review text:
In looking for high speed service in my area, I was told that Wildblue would provide the fastest service. I called to set up the order, was billed, and was told that they're installation team would contact me within 72 hours. After not hearing from them for over 72 hours, I called and was told that they can't install in my area. I asked to speak to a supervisor and was told that my order was placed in a queue that might not be fulfilled for over 6 weeks, and that my only options were to cancel or wait.
I told them that I wanted to cancel and was told that I would be transferred with a hold time of about three minutes. I waited for closer to ten minutes before I hung up and called again, choosing their cancellation option on their phone menu. There was no estimated hold time given, and so I waited five minutes before calling again and choosing another option.
This time, I called through customer service again and was speaking to a live person in under 3 minutes. When I spoke to the agent, telling her everything I just went through, she told me that she would go ahead and cancel my account and refund my card. I asked her why the original supervisor didn't just cancel it instead of making me waste what was now close to 30 minutes of my time, and she apologized. I told her to continue with the cancellation and to please let me speak to her supervisor. I waited for an additional 10 minutes before hanging up.
Wanting to confirm that the cancellation was actually processed, I called again and chose billing. I was on with a live person in about 2 minutes. She confirmed that the cancellation was processed, had no information on availability. Now, because I wanted to see if there was even a straight answer to get, she transferred me to sales, where a recording told me that it would be 4 to 6 weeks and to call back in JANUARY! This is JUNE! Four to six weeks from now would be July/August! It's obvious that this is an ongoing issue with them and that they are using old recordings instead of staying up to date.
I need internet service now. Wildblue promised a 3-day contact and service within 6 days, only to change it so that it would be at least two months, or if their recording was right, sometime in 2013. Bad service, over-promise with NO delivery.