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Hughesnet Complaint - Customer (dis)service
Complaint
Hughes informed me that I had to upgrade my modem from the DW7000 to the HN7000S because they were switching my service to another satellite. There was to be no charge for the modem or the installation and no additional service term commitment. I even got all that in writing. Still, they charged me $125 for the installation and added a 12 month term commitment to my account.
I've been trying to get the installation charge and the term commitment removed for 2 weeks now, and their response to repeated emails and calls is to apologize profusely but to take no action to correct the problem. I've been told repeatedly that they have to "further investigate" and that someone will call me back in 2-3 days. Still not a single call from anyone 2 weeks after the first promise of a call-back.
I finally disputed the installation charge with my credit card company, and on a 3-way conference call between the credit card company, Hughes, and myself that lasted nearly an hour, with transfers to 3 different departments within Hughes, there was still no resolution. The final word: We'll investigate and call you back in 2-3 days.
I've had the service for several years, with all the reliability and technical problems others have posted about, but I've kept the service because, until recently, there's been no alternative. But since that's no longer the case, after this experience which is in the nature of "the last straw", I will be dropping Hughes, and Good Riddance.
Bottom line: Be cautious, be VERY cautious in dealing with this company. Customer service is the most dismal I've ever encountered.
I've been trying to get the installation charge and the term commitment removed for 2 weeks now, and their response to repeated emails and calls is to apologize profusely but to take no action to correct the problem. I've been told repeatedly that they have to "further investigate" and that someone will call me back in 2-3 days. Still not a single call from anyone 2 weeks after the first promise of a call-back.
I finally disputed the installation charge with my credit card company, and on a 3-way conference call between the credit card company, Hughes, and myself that lasted nearly an hour, with transfers to 3 different departments within Hughes, there was still no resolution. The final word: We'll investigate and call you back in 2-3 days.
I've had the service for several years, with all the reliability and technical problems others have posted about, but I've kept the service because, until recently, there's been no alternative. But since that's no longer the case, after this experience which is in the nature of "the last straw", I will be dropping Hughes, and Good Riddance.
Bottom line: Be cautious, be VERY cautious in dealing with this company. Customer service is the most dismal I've ever encountered.
Comments:
Posted by leet60 on 2011-03-10:
You might want to try the contacts below:
executivecustomercare@hughes.net
1-866-636-0012 (Office of the President)
Corporate Office
11717 EXPLORATION LANE
GERMANTOWN, MD 20876
executivecustomercare@hughes.net
1-866-636-0012 (Office of the President)
Corporate Office
11717 EXPLORATION LANE
GERMANTOWN, MD 20876
Posted by trmn8r on 2011-03-10:
I have heard mostly about the technical gotchas of HugesNet, but this is a different side. Helpful review, and best of luck to you.
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