Forum Discussion
No call after email request
Three times now I have sent an email to the support site about a credit that was to be issued as partial compensation for a connectivity issue, I still have not gotten a calback to resolve the proble...
Good morning pentangle,
Thanks for reaching out. I pulled up your account and the service discount that was agreed upon per case 136209969 is already in effect. 2 of the 3 months of discounts have been applied so far, with this month being the final.
Your case history doesn't show any recent e-mail cases; perhaps you can try calling us at your convenience if you would like to do live troubleshooting. Otherwise, you can try starting a new thread in the tech support board. Currently the diagnostics on HughesNet equipment show everything working normally. I would be concerned about the HP88B3F2, iMac, and Amazon devices only having a fair wifi connection, they may be too far from the modem.
-Liz
Thanks for the response, but the agent on that call/case also agreed to a 1 week credit due to the poor connectivity issue I had,which continues to be an intermittent issue. Also, this does not address the issue with your support site promising an email response within 24 hours; this hasn't happened 3 times now.
Hello pentangle,
Thanks for the clarification. I pulled up the case notes and they indicated that the 2 week credit was canceled in favor of the 3 month discount. To verify, I requested a review of that call which did confirm that's what happened.
Regarding the support emails, please let me know when these were sent. I'd like to investigate and ensure that we received them.
-Liz
Sorry, but my understanding was that the week credit was in addition to the $10/month discount, at no point do I recall being offered a choice of one or the other.
I do not have dates when I sent the emails to support, but your support staff got them, when an email doesn't go through I get a "Daemon" notification, I haven't gotten any.
Good morning pentangle,
That may be the case if you're sending e-mail direct from your e-mail account. Are you using this page for e-mail support?
https://customercare.myhughesnet.com/support.cfm?source=email
This is how our e-mail support should be contacted, can't guarantee you''ll get a response if you e-mail some other address directly.
-Liz
