Call Recording

Question

How do I go about requesting a recording of the call I made to begin service?

Dlzier · Answer

This response raises significant concerns. Without access to the actual recording, there is no way for me to verify the accuracy of any internal review. This creates a situation where I must rely solely on your interpretation of the call's content, with no ability to independently confirm what was actually said during our conversation.

As a customer who entered into an agreement based on this call, I believe I have a reasonable right to access this recording. If there are technical or policy limitations preventing you from sharing the recording, I would appreciate understanding the specific reasons for this restriction.

Rebecca1976 · Answer

I would like a review of my initial call setting up service. I called to check pricing and was talked into getting service. I paid extra because i did not pass the credit check. However, I was told nothing at all about there being an early termination fee. If I’d had known about this i would have never gotten service due to it being a trial thing i was searching for since providers are limited in my rural area and i had doubts about any companies ability to provide effective service. The agent did email me a contract during our call but specifically said that it was something i could go over later but it wasnt necessary i go review it at that time that it was sent basically as part of the email verification process. She never said that i was agreeing to its content and i only found out that it was a terms of use agreement days later after service was installed and i had a billing issue with that and my first bill and went through our original emails to see what i had already been charged and paid for. I dont believe i should be held underneath terms i wasnt told about nor given the oppurtunity to know they even existed. To my understanding the “mandatory” (by law) explanation that she gave me pertained to the discounts and what i was being charged for that day and how much my monthly bill was going to be and the services i would be provided. ABSOLUTELY NOTHING ABOUT A $400 EARLY TERMINATION FEE. Ridiculous. Hughesnet in my opinion uses this as a way to trap people into service they know customers would not be satisfied with. Its not right. It cost hughesnet $0 to not provide service to a customer anymore. Plus i wasnt told my equipment rental would be a forever fee and if or when i no longer had service with hughesnet that i would have to pay to ship there rented equipment back to them. These are the most important areas in the decision to get services from any type of company and not being told about them before hand should make them void. But i think , like im sure the person this original question im replying under thinks, that not having access to the recording ourself forces us to rely on an already untrustworthy &nbsp;(due to the deceptive practices in initiating services) to be honest regarding a matter that otherwise would not benefit them.

maratsade · Answer

You can't receive a recording; you can only ask for a call review.

Damian · Answer

Dlzier&nbsp;Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. Can you detail the points you would like to have reviewed and where you feel you feel the appropriate expectations were not set? Also, I am unsure if you are asking to review the sales call yourself directly. If so, we do not currently have a system in place to allow something like this.&nbsp;&nbsp;&nbsp;-Damian &nbsp;

maratsade · Answer

I am a subscriber too; this community is a subscriber community with input from Hughesnet agents.

I totally understand your argument and how frustrating it is not to be able to obtain a recording.

Call recordings are the property of companies, and they do not in general release them. In fact, it's very hard (almost impossible) to get this type of recording at all. This is the reality of the situation, and it applies generally to all companies. This is not a Hughesnet thing but a business practice that is fully supported by business law.

However, if the recording is still available, the Hughesnet reps on this side can listen to it and tell you what was said. You may want to ask that they review the call, and if it is still available and they have access to it, they will.

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