I have to admit I am SO SICK of wasting my time with this company that I'm am going to just submit the email I have sent to Hughesnet. I just wish that someone somewhere would step up and protect all of us from this company. I and my wife would be willing to do whatever we could to stop Hughesnet from harassing their customers like they have us.
I'm not submitting the attachments I refer too, because it does have personal information on it.
ATTN: Customer Service / Billing / Complaints
HughesNet
11717 Exploration Lane
Germantown, Maryland 20876
To Whom It May Concern,
We upgraded our system in December. I started working out of a home office and needed a better Internet service than the one we were receiving for just our home. I called and discussed with a salesperson from Hughesnet what I could do to make this happen. They suggested an upgrade which they promised would give us faster speeds and we would not fall under "FAP" your fair access policy. We were paying $121.24 a month for service and with the upgrade we would be paying $189 a month. Since then we have had nothing but problems with our service.
We have spoken to all of your tech support all the way up through your Engineers. We would told numerous times that we would receive a phone call with the solution to our problem. We would wait for the call and would never receive one. We would call back and be told they again they would call in two days. Again no calls. My wife was even told at one time by one of your techs that he would show her how to point her dish because he was tired of her calling. We went away for six days and came home to the same problem with our service. When we called to ask about the solution that your Engineers were working on, we were told that they had assumed the problem was fixed, since we hadn't called them in six days so YOU had cancelled our complaint. Unbelievable! I was even told by one of your tech support that we had good service at 3:00 A.M.in the morning and that I should try conducting my business then! I then asked to speak to billing to demand a discount for the horrific service we had been receiving. They gave us a discount as you will see in the attached bills. We decided to call to tell them that we wanted to be downgraded to the most basic amount since we were having so much trouble and that we would rather pay $99.00 a month than to have to buy out our contract, which would be more expensive. We were told that our service would be downgraded and to unplug our Hughesnet 7000S for one hour and then reboot. We did that. We still did not have service.
We have had to use other means to access the Internet, but we figured at least the frustration we had suffered since December with your company would be over even though we would be paying $99.00 a month until our contract was up in June was worth it. That must prove to you how frustrating this experience with your company has been.
Well lo and behold Hughesnet had to go and mess up our little bit of tranquility in our rural area. Today we received a bill from you from Hughes Credit Department. The letter says that you were unable to process our monthly payment of $679.51!! We were more than surprised to find that we owed $679.51 when our last bill was a credit of -$20.49 (see attached). We then called the number listed on the paper only to spend 1 hour and 45 minutes speaking with 3 different people. We were told that our account had been terminated early. I asked by whom? Then I was put on hold to find out who had terminated our service to find out that Hughesnet terminated our contract because I hadn't downgraded our system properly. I was told to unplug the Hughesnet 7000S for one hour and plug it back in. That is exactly what I did. We had the same service that we had before that, NONE.
After all the months of frustrations and run arounds why in the world would I even consider that anything was different? After explaining all of this to the credit department and refusing to pay $679.51 I was told that I could send you $700.00 to reinstate our service and Hughesnet would reimburse us. Well I may live in the country, but I wasn't born yesterday. I have received so many promises from Hughesnet that I would rather go to small claims court than trust you to reimburse me $700.00! I was told that your system wouldn't allow me to pay the $357.00 that I said I would pay for the few months service we have left on our contract and $20.00 monthly for equipment. I was left with the knowledge that I need to pay you $700.00 to reinstate my account that YOU cancelled.
Let's see Hughesnet cancelled our complaint about our service and Hughesnet cancelled our service and is now demanding $700.00 to have our service reinstated that we never cancelled. At no point in time did you not receive our payment. It is documented in the attached as proof. I have many more at home as proof also if needed.
I don't understand how a business could be run this way. We have been loyal customers. We have never missed a payment with you, since you were DirecWay. The sad thing is you had an exemplary paying customer and you have chosen to treat us like this. Coming from the marketing world I know how important it is to have customers of this caliber in today's economic times.
I don't believe that I will receive a reply from you so I am also sending this email also on to those who I think may be able to help. I am sending it to the Better Business Bureau, FTC, theconsumerist.com, and Hughes Network Systems - Hughesnet, Pradman Kaul President and CEO Phone: 310-428-5500 Fax: 310-428-1868
Sincerely,
Robert
Milford, Illinois
U.S.A.
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