Hughes Electronics Corporation
P.O. Box 956
El Segundo, CA 90245-0956
PHONE: (310) 364-6000
E-MAIL: [email protected]
This is not the office I have dealt with; but this company does such a good job of hiding their contact information that I had no choice in the matter to address the real problem DirecWay!!!
Sorry for this being long; just want to express the many nightmares with dealing with this company.
Started out June; called to set up installation for 2 way dual satellite system. Husband took the day off; they were unwilling to let me be there in his place since we set up under his name. Day of the appointment no one showed up. Called in and they tell us the contractor skipped with the equipment and had missed all prior appointments in addition to ours.
We waited additional 2 weeks before the company could get another installer to come out. They came 150 miles from Chicago to run a whole bunch of installations at once. The experienced guy did the software and put the new trainee up on the roof to set the dish up. 3 days the service worked properly then the problems really begin.
System started getting slower and slower (modem speed being better than what we seen here) on the 7th day the system stopped all together. We kept calling tech support; they kept insisting on running all the tests; running down loads; uninstalling; rerunning tests. Each time we would step up in tech support level and be given a case number & pin number to continue. They kept telling us they would call us back; but they never did.
We did not understand at this point the importance of the pin number; but later we found out all to well what that problem was. Anyway in the start we were quite excited about this & kept calling back insisting on help. Just to get the same run around each time. The installer refused to come back out from Chicago to fix the problem.
DirecWay finally informed us that the dish was out of alignment and required the NOC to shut down the system. They were in the process of looking for a new repair contractor to come out and fix the problem. We tried to keep up with them; ever so often but the inevitable happened. We failed to call within a 7 day period of time and they CLOSED our case.
We were given a new case number and informed that all repairs after this point was Out of Warranty and we would be required to pay for service to fix the system!!!
We fought with customer service for two months; before someone finally showed up to fix the system; NOC would not work with the man because he was not certified by their standards; so we had to wait even longer about another 2 weeks went by.
At this time I called Hughes to help on the matter. Kathleen with executive care department. She really started to get the ball going on finding us a contractor to fix the problem.
Well once we got the system fixed again we were immediately cut off again because of billing dispute. They expected us to pay for the months we had not even used the system! We kept telling them this; they finally promised to credit the money back later. So that we had to reverse disputes with our credit card company to allow the charges to be added back on.
Once we did this we where able to determine that the service was still not working right with slow speeds; but they said this was normal (which we knew was a flat out lie) since we can see for ourselves what others have claimed to have for top performance speeds with this system).
Finally we told them to come get the system and give us our money back. At this point they said that we would owe them an additional $100 for this. Otherwise they expect us to climb up on the roof and get the dish down ourselves. Well that is just not going to happen.
What we expect is for someone to be accountable for removing this system. We have since re-disputed allowing withdrawals from our credit card & just want to be done with this company.
Our time is quickly running out; they did get by with more money for our failing to respond to one dispute fast enough; but they are now finally shut down for good and have changed tactics with billing us by mail.
I have no contracts; can't find any having been left behind: If anyone would happen to have such or know if I am overlooking it (like maybe in the software) I would appreciate being set straight on this matter.
I have filed complaints with multiple companies; including the BBB; which was unsatisfactory since they view the problem as having been resolved with the reply letter that Hughes returned to them.
I would very much like to sue this company; have been researching this matter as much as possible. If anyone in our area was dealing with this company at the same time we were & had similar problems please contact me. I don't know if it is possible yet; but my suite against them will be for having them come out remove their system; refund us for what they have taken and being barred from destroying our credit or perusing collections against us for this bad service period.
Pammila
Kewanee, Illinois
U.S.A.
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