Forum Discussion

Kenosabe's avatar
Kenosabe
Freshman
8 years ago

Hate Hughes.net

My father recently died and between my parents my father was the only one using the internet. God bless him he was 90 years old. My mother canceled the service and the tech who could hardly speak eng...
Unreturned Equipment Fee
  • Liz's avatar
    Liz
    8 years ago

    Hello Kenosabe,

     

    Welcome to the community and thank you for bringing this to our attention. I'm very sorry for your loss and I apologize for how our phone rep handled that; it is not how we want to treat our customers. 

     

    I can certainly arrange for a technician to de-install the equipment for you. Our installation department is closed at the moment, but I will escalate this to them and when I get an update, I will PM you tomorrow. 

     

Liz's avatar
Liz
Moderator

Hello Kenosabe,

 

Welcome to the community and thank you for bringing this to our attention. I'm very sorry for your loss and I apologize for how our phone rep handled that; it is not how we want to treat our customers. 

 

I can certainly arrange for a technician to de-install the equipment for you. Our installation department is closed at the moment, but I will escalate this to them and when I get an update, I will PM you tomorrow. 

 

Kenosabe's avatar
Kenosabe
Freshman
8 years ago

I was contacted by a 3rd party to have the transmitter removed but no price was given.

She said they don;t set the price to remove.

Can you tell me what you are going to charge my mother for removal?  And why would you arrange this before finding out if a 89 year old can afford the removal fee?

 

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi Kenosabe,

    The entire de-installation service should be free, I don't want to charge anything for the de-installation and removal of the equipment. If the dealer is trying to issue a fee, please let me know so we can take care of that.

    Thank you,

    Liz

  • Gwalk900's avatar
    Gwalk900
    Honorary Alumnus
    8 years ago

     The forum Mods  are at the corporate level. Having said that, they have greater latitude in handling customer issues.

    Liz stated she would PM you. Have you checked your PM's?

    My guess is Hughes will eat the cost of the removal.

    The question is, who needs to return the radio?

    I think you need to do the return in the prepaid box so as to avoid an unreturned equipment fee.

     

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi Gwalk, 

    Thank you for the back up. I've PM'd this customer earlier that I would issue a free de-install and removal for this particular case due to the circumstances. :)

    • Kenosabe's avatar
      Kenosabe
      Freshman
      8 years ago

      Thank you that is really considerate.