Hughesnet - Poor Installation = Poor or No Access
Customer service / tech support - Complaint
MONADNOCK REGION, NEW HAMPSHIRE -- I bought the pitch about great service, fast, dependable, and with a commitment to service. In short, doo doo!!!! The installation was so bad they left my home scarred with 4 holes w/broken clapboards, a broken deck rail and a split piece of 6' trim. They bolted the dish to the house without ever finding a stud (although the teenage looking installer certainly thought he would qualify). The (I could sell drugs, enroll in job corps or just continue to be the most unprofessional, sub-standard technician) knowing I was a doctor couldn't resist impulsively blurting out how many women he would %#£€¥€ if he were in my profession. What an outrage!!!
The service never worked well. I called tech support over and over. After countless over the phone interventions and four months they finally sent out a trouble shooter. They also assured me that the person they sent out had a "special tool" that would be able to determine when my service was not available and send me a refund check the next day for the $86.00 per month charge without service.
The trouble shooter was professional, well trained courteous and thorough. He was immediately able to determine that the installation was so poor that it had to be redone. He also checked the system and showed me that I had no service for 90 days (as far back as his system goes) I was assured I would get a refund for the 90 days to be issued as soon as the technician confirmed the problem. I was satisfied and called the company to confirm the process the next day.
Surprise !!! "We are unable to issue a refund for more than one month even if you didn't have service. The technician was wrong he doesn't work for Hughesnet" I should have known he was the one with brains and integrity. The customer service folks were monsters, after a 27 minute hold and several 5-10 minute holds I pressed to speak with supervisors they kept saying they would call me back. I hung on 'till I got the super's super and Lucy proved to be part demon, you know the ones who lie and know you know they're lying but enjoy he process. I hate that crap. Bottom line - after four promises the I would receive a $344.00 check issued in 72 hours I am now fighting for an 86.00 that if I can get even though they have confirmed no service, I will get in 45 days if I can get one honest employee on he line. By he way I've been writing this while on hold, total hold time so far...........71 minutes!!!!!!
Hughsnet is by far the absolute worst company I've ever encountered. Nothing about this company is acceptable.
Oh yeah, I cancelled my account you have to wait 45 days for a refund (if you can get it) but they will cancel you in a heartbeat.