Forum Discussion

IntheSticks's avatar
IntheSticks
Sophomore
6 years ago

Modem return problems

Having issues with Hughesnet after shipping back a dead modem. First, here's a little background :: 1. Modem would not connect to internet, only 2 lights on. Called HN tech support, CSR asked me if ...
Unreturned Equipment Fee
  • Damian's avatar
    Damian
    6 years ago

    Hello Michael,

     

    I apologize for the delay in response. It does appear there was miscommunication internally regarding the return of your equipment. Our agents attempted to reach out to you twice on the 15th. We wanted to inform you that as of 4/14/2019, a credit of $125 has been issued back towards the account. This means once your next bill generates, the credit that was issued will cover it, essentially giving you a free month of service in addition to money off of the next bill after. I apologize for any inconvenience this may have caused you and I appreciate your understanding. 

     

    -Damian

maratsade's avatar
maratsade
Distinguished Professor IV

Wow, that's some ordeal. I suggest you wait for a Hughesnet corporate rep (they work on this site) to respond.  I'm sure they will sort everything out for you.  

 

IntheSticks wrote:

Having issues with Hughesnet after shipping back a dead modem. First, here's a little background 

 

IntheSticks's avatar
IntheSticks
Sophomore
6 years ago

Yes - I hope they can !! There seems to be a disconnect between shipping/receiving and customer service. Also, it is extremely frustrating to get different information depending on which CSR I talk to - I reckon the CSR that tried the snowstorm story wanted to go on break and not spend 45 minutes correctly diagnosing the modem issue..................:/

  • Damian's avatar
    Damian
    Moderator
    6 years ago

    Hello Michael,

     

    I apologize for the delay in response. It does appear there was miscommunication internally regarding the return of your equipment. Our agents attempted to reach out to you twice on the 15th. We wanted to inform you that as of 4/14/2019, a credit of $125 has been issued back towards the account. This means once your next bill generates, the credit that was issued will cover it, essentially giving you a free month of service in addition to money off of the next bill after. I apologize for any inconvenience this may have caused you and I appreciate your understanding. 

     

    -Damian

    • IntheSticks's avatar
      IntheSticks
      Sophomore
      6 years ago

      Thanks so much for looking into this Damien - I really appreciate your efforts on my behalf !!
      On another topic, I had complained about HN popping messages into my browser about an expired credit card last month. You looked into it and thought the problem would clear itself at the end of the billing cycle - and yes, you were correct, it did !!

      Thanks again !!!! :)

      • Damian's avatar
        Damian
        Moderator
        6 years ago

        Michael,

         

        That's great! I am glad the community and I were able to provide assistance for both issues. If you ever need any assistance in the future, I hope you come to the community for support. 

         

        -Damian 

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    6 years ago

    There may be some breakdown in communications between departments, but it's a good thing that you're reporting this, as the corporate reps might be able to figure out what's going on and may be able to fix it, so the next person won't have to go through your very confusing experience.  I hope at some point you can laugh at the story about how HN shut down the internet due to snow.... :)

     

    IntheSticks wrote:

    Yes - I hope they can !! There seems to be a disconnect between shipping/receiving and customer service. Also, it is extremely frustrating to get different information depending on which CSR I talk to - I reckon the CSR that tried the snowstorm story wanted to go on break and not spend 45 minutes correctly diagnosing the modem issue..................:/

     

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    6 years ago

    If you don't hear from anyone by Friday, I suggest maybe you drop a private message to one of the mods here.

     

    IntheSticks wrote:

    Yes - I hope they can !! There seems to be a disconnect between shipping/receiving and customer service. Also, it is extremely frustrating to get different information depending on which CSR I talk to - I reckon the CSR that tried the snowstorm story wanted to go on break and not spend 45 minutes correctly diagnosing the modem issue..................:/

     

    • IntheSticks's avatar
      IntheSticks
      Sophomore
      6 years ago

      Thanks for the suggestion maratsade - I really quite angry about this - angry at myself for not getting a UPS tracking number, I should know better !!
      I've used UPS forever - both as a shipper and as a recipient, and never, not even once did a package get lost.
      So, I'm sure the returned modem is somewhere in HN's inventory despite what 1 of the 3 CSRs I've contacted believes :(

      • maratsade's avatar
        maratsade
        Distinguished Professor IV
        6 years ago

        Looks like the issue has been fixed!  And I know how frustrating miscommunication can be, and how easy it is to kick oneself over stuff.  I hope you'll forgive yourself (take yourself out for a drink!) now that there's been a resolution. 

         

        IntheSticks wrote:

        Thanks for the suggestion maratsade - I really quite angry about this - angry at myself for not getting a UPS tracking number, I should know better !!
        I've used UPS forever - both as a shipper and as a recipient, and never, not even once did a package get lost.
        So, I'm sure the returned modem is somewhere in HN's inventory despite what 1 of the 3 CSRs I've contacted believes :(