I signed up for the top level of service from WildBlue Communications in June. Since May of this year my service has been spotty at best, and for long stretches of time has been completely non-existent.
I called to cancel my account in August, and was asked to give them a chance to correct the problem. They scheduled a service call and the technician was dispatched within 2 weeks — with the wrong part. I was told it would take 2 days for the correct part to arrive. It is now November, and the technician still has not received the correct part.
For 4 months now, I have been shuttled back and forth between technician, dsi, and WildBlue technical support and customer service. Everyone points fingers at everyone else.
At one point, I was offered a terrific deal of paying only $39.95 a month instead of the $79.95 I pay until they resolve the situation. What a deal! $40 for no service instead of $80 for no service!
December 8th, I contacted WildBlue to demand a refund and cancel my service. I was transferred to a customer service specialist in the corporate office, K. Gregory, who assured me he would take care of the problem by 12/12/08. He further assured me that I would receive a phone call from him no later than first thing in the morning of 12/9/08 with a status update. I have received no call. I have called the number he gave me DAILY, but get his voice mail, and he does NOT return my phone calls.
Further, you can't reach any of the executives at WildBlue. There are no phone numbers or email addresses available for anyone except their call center employees who, obviously, do not have the authority or ability to address customer service issues of this magnitude. To make matters worse, they can't even give you contact information for anyone who might be able to help, but simply send you back to the website that provides only the phone number to the call center.
If you, or anyone you know is considering WildBlue for your internet service, RUN don't walk to a different service provider.
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