Like the rest of you, I was treated like crap by Hughes. I used their system for 2 years in a remote area of Montana. I had problems the entire time. For a few months in the winter I would lose the signal entirely every night. I called constantly.
Each time I was made to go over the exact same things I went over the previous time, even though I had a case number they could reference. The people they hired in India could often barely speak english. I'd tell them it's all right there on the computer, but they'd say they had to run these "tests". Thats all the first level of tech support can do. They almost refuse to escalate anything.
I even called sales to tell them that support was lousy and they were going to lose a customer if they didn't give me some postive attention. I was told "I don't know what you want me to do sir". Amazing. No attempt by sales to make a "save"... A very important part of customer service. Their "churn" rate (the rate which they lose customers) must be very high.
After months of being told that a signal strength of 30 was fine, I finally got to someone who told me it's not fine and that anything lower then 60 was not acceptable. I asked why I was told for months that 30 was ok. He had no answer. I told him either fix it or I'm cancelling my service. He scheduled a service call. A week later the service man called me to tell me he'd be there in a week. I never saw or heard from him again. I called back to Hughes and they never did anything.
Finally, the modem died. That expensive piece of equipment, several hundred dollars, was not even two years old. I called and told them to cancel my account and I recounted the entire nightmare. I asked to talk to a manager. The rep put me on ignore for a long time before she came back and I was told they'd credit me one day.
ONE DAY! I told them that was unacceptable. She said they couldn't do anything else. I was then asked how I was going to settle my bill. I told them I wasn't going to pay the bill. I didn't think after all that time of lousy service and support, after all those nights where I had no service at all, that I should have to pay that full amount. I again asked to talk to a manager. I was told he'd call me back before the end of business. No call came.
I called the next day and I was told again that a manager would call me. Never happened. They just sent me bills. I tried calling the corporate office. They told me to call support. I sent a letter to the corporate office, addressed to the Prez. No response. I am not paying that bill until someone explains to me why I should.
This is the worst company I have ever dealt with. They do everything in their power to give you the run around, and quite frankly, they are a bunch of liars. It's part of their corporate culture. They are ripe for a class action suit.
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