I am emailing thru a non-Direcway source because once again, my expensive Direcway service is down due to a hardware issue! I am getting extremely tired and frustrated with the extremely bad service and non-existent technical support I have received from Direcway for the past 2 years.
I signed up with Direcway because where I live, it is the only high-speed internet access at this time, but because of the sh! (y service and very bad technical support I have received I am tempted to go back to dial-up until cable access reaches my neighborhood. The only other thing stopping me is the amount of money I paid for my Direcway system!!! (I might as well have burned that money)
I have had hardware issues since the day it was installed, from the inept installer who had to come back three time to point the antennae correctly, to the replacement transponder that took over 1 weeks to get because the installer brought the wrong one (this was on a brand new system!!!) to the Receive and Transmit modems that have both been replaced, to my current call (11/12 case # 6285726) which requires another receive modem!!!
What's most frustrating, besides the fact that every time I call I have to speak to someone in India (way to support jobs in the United States Hughes!) who can barely speak English for hours at a time, only to have them finally send me to Advanced (I use that term lightly) technical support, who in turn has me repeat the same troubleshooting steps the dork form India had me do, thereby wasting a few more hours of time I could be spending with my family, only to tell me once again, I need a replacement part I have to get a pitch from everyone of them on how I should upgrade to the DW6000 system!!! If this system is so great friggin give it to me for free!!! But oh no. I have to spend another $500.00 dollars plus commit to more service!!! I've already bought and paid in full for a system that's a piece of sh#! You think I want to pay for another!!!
Last night.instead of being at home, and connecting into my place of employment thru the internet so I could troubleshoot a customers problem, I had to drive 40 miles (one-way) because I do NOT have a working internet!!! I called last Thursday (11/12) and after hours on the phone, Arty in your advanced technical support said I needed a new receive modem and said one would be Fedexed. Well. It is now Monday, 11/15 and I still have no internet and no receive modem!!! I called the special number Arty gave me with the PIN # and after about 20 minutes was finally told that the order for the receive modem hasn't even gone to Fedex yet!!! What the heck kind of service is that!!! Not only that. I had to hear once again why don't you upgrade to the DW6000 Gee. I don't know. Maybe because I've already spent $500.00 on hardware and don't want to spend another $500.00
Throughout my neighborhood I've seen quite a few Direcway dishes and will be stopping at everyone of them to see if they are getting the same kind of shitty service I am receiving. I have talked to a couple and it seems that the ones with the DW4000 systems are getting very bad service, very bad technical help, and a lot of pressure to upgrade to the DW 6000, while the people I have talked to that have the DW6000 service are getting good service, customer support, etc. Hmmmm. Makes me wonder and the MN attorney Generals office wonder also.
All I want is a reliable, consistent, high-speed internet service, which unfortunately I have not gotten yet from you. I paid a lot for your system and pay a high monthly fee for the service. I am now on my 5th day of NO service yet I have still paid for it.
Clay
St. Francis, Minnesota
U.S.A.
0 comments