FORT MORGAN, COLORADO -- I've had a non contract unlimited talk/text/web account with Viaero Wireless for a three years now. I chose Viaero because they built (with the help from the Federal Gov and therefore you and me in the form of subsidies) a tower a half mile from my house. For the longest time I had been mislead by the local sales staff and management that the towers were going to be turned into 4G capable and was told this would happen in a matter of a few months when I signed up for the service, but it actually took TWO YEARS!!! Every single time I asked about it, I was given a new, totally neat-o lie.
However, 4G eventually showed up and I was glad to be able to use the device in the UNLIMITED way I was paying for. The glee I felt was soon squelched. I noticed that when I used 10gb data or more a month the data speeds slowed down, so I called and their data guy said they don't slow the speeds down and he'll look into it. To this day, the speeds (according to free app speed test by Ookla) are much slower than what 4G speeds are supposed to be and to this day, I always get a new bs line of why this is the case. It's just fast enough to play video after buffering a bit, but not all the time.
Over the last four months, as we've gotten used to the newer faster, though still not really 4G as advertised speeds, we've noticed a new issue. Roughly 80% of the time we go to use to phone in a data using way, the icon showing the data signal disappears for exactly 30 seconds. Of course, during this period you cannot use any data. It will come back on for a 30 to 60 second period but drop off once again for exactly 30 seconds. So I called and started to make the staff at Viaero that this was happening and just like the issue with getting 4G I have been given every single reasonable and unreasonable excuse as to why this is happening.
I have been told a tech would look into it only to be told on the next call with someone else that no tech was ever asked to do anything. I have been told a trouble ticket has been opened so they can repair the issue, but a month later, no one can find that anyone opened a trouble ticket. I finally found someone (I wish they would go to the press) at Viaero honest enough to tell me that because I use a lot of data each month that Viaero has the account set to drop data for 30 seconds anytime I try using it for the first few times.
Not that they are totally kicking me off data completely, but that they are trying to make it so annoying for me use that I lose interest in using it much. Such a fun company to give hard earned money too! This is on a Totally UNLIMITED talk-text-DATA account. Don't trust this company. They operate in the gray area of business where they will abuse their agreements with the customers.
NORTH PLATTE, NEBRASKA -- Viaero Wireless is a regional wireless company based out of Fort Morgan, Colorado which uses a HSPA network they consider to be 4G but FCC considers it a 3G company. They're roaming partners are T-Mobile and AT&T. The company has been in existence +30 years but never exceeds Colorado and Nebraska.
Caution - All phones from Viaero are used on their GSM network which are all unlocked devices. These devices are purchased exclusively from foreign partners, being bought either through UK or South America. Now, knowing this information, there is no manufacturer warranty because the phones were purchased internationally and not within the US; therefore, calling any US company they'll redirect you to contact your current carrier (Viaero). Also, they'll (Viaero) provide a manufacturer warranty that's all done in-house at the Tech Shop located in Fort Morgan, CO that involves 1 supervisor and 8 techs.
Viaero will run their own analysis regardless of the sales associate or manager's findings and if found the buyer is at fault, then, you'll be charged for taking up their time. Majority of all returns back to the Tech Shop is for Water Damage or Moisture which clearly read in the fine print is not covered under warranty. Also, anything that involves your battery is not considered under warranty, only the phone itself.
Phones with the least amount of problems are the iPhones, but even those have had some issues or another either with iMessage or NetOps. If your phone has voice mail issues, dropped calls, scrambled calls, numbers assigned to another individual or carrier and/or text message not sending/receiving these are all issues due to the Viaero Network and not covered under the warranty process.
The Hierarchy consists of 53 Managers, 7 Territory Managers, 2 Regional Managers and 6 Vice Presidents besides the CEO and Owner. Under each manager's reign depending on location consists of 2-6 R.S.A.'s (Retail Sales Associates).
Store Manager Job Description: "Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints. Monitor sales activities to ensure that customers receive satisfactory service and quality goods. Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers. Inventory stock and reorder when inventory drops to a specified level. Keep records of purchases, sales, and requisitions. Enforce safety, health, and security rules. Examine products purchased for resale or received for storage to assess the condition of each product or item.
Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate. Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise. Establish and implement policies, goals, objectives, and procedures for their department. Instruct staff on how to handle difficult and complicated sales.
Plan and prepare work schedules and keep records of employees' work schedules and time cards. Review inventory and sales records to prepare reports for management and budget departments. Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy."
Don't expect sales to happen or walk through the door like big box companies. One of the major requirements for this position is to be actively involved within the community. When you're not acquiring sales, you'll be asked to commit to outside sales and B2B to continuously drive business to your location. There is no training program in place for RSAs or Store Managers. Store Manager go through a S.M.I.T. (Store Manager in Training) course for 3-months but only visits a total of 1-2 weeks. The course is center focused on individuals/stores and not related to managerial responsibilities.
Aside from this RSA's are not given adequate training from store managers due to lack of training material and rely mainly on other co-workers to assist in their progress.The Training Department tries to accommodate the needs to be a better salesperson but they're not quite to the expectations you would expect from other major companies. Majority of the training consists of Emails, Conference Calls and Webinars. When new product came out you were given a price tag a few specs and told to go sell it.
This all changed when I came aboard and nominated by former Vice President of Sales and Marketing to organize a Tech Team that would ultimately change the position of cultural adherence and advance in new and existing product knowledge. The Tech Team became the backbone for training all employees throughout the company from RSA-Store Manager-Territory Manager-District Manager-Vice Presidents-etc..We were the ones that knew about the problems before they existed and were able to teach the ways to prevent the risk.
But, like all former employees will agree the management team uses you only to take your ideas and rids you when you are no longer needed. The company has had so many departures from executives to RSAs. Nobody knows who actually runs the company and the leadership of the hierarchy has slowly fallen apart due to minimal experiences and conflicting work habits has altered the direction the company is going. Many believe the owner is getting too old or misguided and considering selling the business to a Top-5 Wireless company. Either way, the company needs a major redesign and needs to be focused on future endeavors.
JOES, COLORADO -- Insurance claim $156.86 on a Wednesday. You should have your phone by Thursday or Friday. It's Wednesday. The following week and have yet to get the phone. I am so tired that this is the only cell service that works out here. Guess were stuck with CRAP FOR service and customer service. If I have to listen to one more Mexican song in the Yuma Store I WILL NEVER GO BACK!!! Customer for 16 years. 5 Lines. What a JOKE!
HOLYOKE, COLORADO -- Absolutely the worst company ever! We went thru them because my husband's work pays his part of the bill, that is if you ever get a bill!! They want automatic pay but will never send a bill and it always always has a different amount. They have no idea what they are talking about and even said "This is what we were told but it can change at any time depending on the person you are talking to". Really??? Professional. Worst company - save money and time... Say NO!
ALAMOSA, COLORADO -- I've had Viaero wireless prepaid for over a year. They used to send a text message 5 days before the monthly payment was due. Now they don't and they did this without warning. Also their quality of connection has dropped substantially in the last 4 months. I live 9 miles from one of their towers and I am constantly dropping signal. The beauty of "Prepaid" service is that there is no contract. I can tell Viaero to kiss my ** and switch to another service. That is what I plan to do!
FT MORGAN, COLORADO -- 15 Days ago I signed a 2 year contract with this company for cell phone service. 3 Days ago, I signed up for wireless internet service also. For the first 15 days, the voicemail on my account kept dropping off. I kept having to call their customer service department, only getting the run around as they couldn't figure why it wasn't working. Finally after 9 days, they were able to restore the voicemail on my phone. Next came service interruptions. For 2 days there was no service. 2 days ago, the service was out most of the day.
Yesterday, the wireless internet was down. I had checked my remaining minutes earlier that day as I only have the 1200 minutes per month plan. It showed I had 806 minutes left for the month. When I called customer service about why my internet wasn't working, they had me do some trouble shooting. They had me take the sim card out and reset the modem. Bear in mind that I've had to do this about 6 times in just 3 days of having the internet service with them. After I got off the phone with them, I went online to check my minutes. Their website said I had 806 minutes remaining for the month. I turned my phone off for the night.
When I woke up this morning I logged into my account to check the minutes remaining. The minutes had been reduced magically overnight to 792. The same time I spent on the phone with customer service. They told me on day one, calls to customer service are free. I have suspected all along that minutes were being deducted as I've had to make dozens of calls to customer service because of problems with voice mail, outages of service on both my phone and internet. In just 15 days I've experienced 15 dropped calls, no service, no voice mail, lost minutes on my account, and they refuse to let me speak to a supervisor about these issues.
Beware of this company. They will lie and cheat you out of your minutes. Service is terrible even though I only live 4 miles from their tower. There are no obstructions in my way. No trees, building, nothing but open space. This company is a joke.
NORFOLK, NEBRASKA -- I went in a few months ago, set up a new account and bought a new phone. Their prices were decent, the people in the store were nice and this is where the nightmare started. I went home, I live three blocks away from a tower and I noticed I didn't have any service at my house. I went back to the store and told them (I would have called, but no service all the way to the store) the people at the store, who I had just purchased the phone from and were so nice were in a new, negative mood when I showed up. They knew I had a problem before I even said something. I told them there is no service, they took the battery and sim out, replaced them, I had service! "Great", I thought.
I went back to my house and guess what? No service. So, I called them on my friend's phone and they told me to call their headquarters in CO, so I did. They couldn't figure out the problem either and told me to go to the local store. I did, this time to a different store (we have three in our town of 25k). They did the same thing as the first store, removal of battery and sim. Wow, it worked again. Went home, same issue, no service.
I went back to the original store where I had purchased the phone earlier in the day and the manager and area manager were there and they tried to resolve my issue. They did by removing the sim/battery and again I had service, but I told them, "I don't care if I have service in this store, I need it in my house." to which the Manager said, "You probably won't at your house, oh well". I said, "Well, I'll want to cancel the contract." I was told I would have to pay the early termination fee! WHAT??? I left, went to another store, they said the same thing and the manager called me and said, nobody can help me and the issue was closed.
So I called 611, told them the issue, they said the same thing, I'd have to pay the $200 early termination fee, even though I don't get service in my house or even in my yard and I'm four small city blocks from a tower. So, now I'm stuck with a phone I can't use at my house. This company SUCKS!!! DO NOT BUY THEIR PRODUCTS!!!
FORT COLLINS, COLORADO -- I upgraded phones through the Viaero Now program. The phone I upgraded to was an Galaxy s5 g900t. The phone was assembled by Viaero representative and I left. The Galaxy s5 is ip67 water resistant. Two days later the phone fell into water less than one half inch deep and about 30 minutes later stopped responding. Upon removing the battery cover I discover water was inside the phone. Part of the battery cover was missing its seal. I went to the store to warranty the phone under assembly/manufactures malfunction. The Viaero store refused to replace the phone stating that it was not a warranty issue.
I called Samsung afterwards and after submitting the phone's serial number they informed me that it was a known manufacturing issue and will be warranted through Viaero. That was a recorded call. So I returned to the store and played the call for them and they still refused to warranty the phone, but instead wanted to make me pay 160 for an insurance replacement. So I called 611 and explained the situation and was told I would be called back. I was never called back so I called them again and spoke with a manager who bargained with me until I paid half the insurance replacement fee.
The phone sent was the wrong model, being a g900h instead of the original g900t. So I was lacking full 4g and some of the proper software installed to use it on their network. So I called 611 again and was told a manager would call me back. He never did. So I called back again and when I spoke with a manager he said I could go to a local store to swap out the phone. The team at the local store just waived a insurance replacement fee and sent out a new phone via mail again.
Once again I received the wrong phone. So I called 611 again (once again told I'd be called back and wasn't) and spoke with the same manager who then told me if I want the proper phone I need to pay "contract price" to receive the g900t again.
So at this point I have invested $35 into upgrading to the gs5 and $80 into replacing a manufactured warranty phone, and have gone 2 weeks without 4g data service while I am paying for it. Plus they want me to pay $200 more to receive a phone that will work on their network properly? All I wanted was to walk into my local store, replace the warrantable phone with the correct model, and be on my way. Now this issue has been dragged out two weeks and I've had to pay for service and wrong replacements. One week following this, the screen on the 2nd replacement has started to peel off.
COLUMBUS, NEBRASKA -- So 3 years ago my mom got us onto a new phone plan at Viaero. My phone was a Nokia Express. My room is in the basement. I got no service whatsoever down there. Calls were constantly dropped. Calls weren't received. Texts weren't sent. Texts weren't received. I had to turn my phone on and off constantly to get texts or I had to text myself. Sometimes that didn't even work. It was the crappiest little phone ever.
My sister and I went through about 6 or 7 together. One night I wasn't receiving any texts and I knew I was supposed to be because I texted myself and I wouldn't receive them. I woke up the next morning with 52 messages! All they tell you is to take your battery and sim card out for 30 seconds and if it still doesn't work, call 611. That doesn't work when you have a broken screen.
After a 2 year contract we finally left and I went onto my dad phone plan. Well he recently decided to get Viaero. I get unlimited data on my iPhone but it is absolutely impossible to use it because the service is so slow. My room at both parents houses are in the basement and I get no signal at all. They told us two months ago we would have 4G. We still don't. One day my dad tried calling me for 2 hours... I didn't get a single call. No texts. No voicemails. They said we would get a 14 day trial on a phone and if we didn't like it we could get a new one for free.
I went in there because I didn't want a phone that I would have to pay extra for if it wasn't going to work. They said that day they require you to buy the new phone and pay an activation fee but they don't do that with iPhones. They didn't tell us any of that the first day we went in there. I still get no service anywhere. It took me a day to access this website. It also kind of sucks when some worker 10 years older than you tries to flirt with you. You don't even get good internet when you're connected to wifi. Terrible service. Don't ever go here. You'll regret it and want to rant like I am now.