Where are the Champions?

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Liz wrote:

Hi maratsade!

 

We're still here monitoring the boards, but we're taking a more hands off approach with this community since we want the customers to help each other out. We will hop in if we come across a situation where we're absolutely needed,

 

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This is in a number of ways very sad news.

The Hughes Community forum was always the Hidden Jewel of the Hughes support system. I fear that this new direction will take some of the luster from that jewel.

A Hughes subscriber will have their issues rooted in three different ways

>Those that are Hughes related<

>Those that are related to something on the users end<

>Those on the users end that are percieved  by the subscriber to be Hughes related<

Not all, but many subscribers are not well versed in all aspects of their computers, operating systems, installed software and of course .. Networking.

All of this is going to lead to major frustration on the part of the subscriber which leads to them reaching out for support.

That support is available in several forms.

>Phone<

We have seen countless posts related to frustration with Phone Support be it language issues, long wait times, dropped calls and non-returned calls and the Big One ... non-working PIN numbers if a customer is able to have their issue bumped up the tier ladder. Another common complaint is that every call seems to start from square one.

>Chat<

I never could get Chat to work reliably and many others have reported trouble getting it to work or the Chat session being dropped.

>Email<

I never tried it but many reports of email support requests never being responded to have been posted.

>Hughes Community<

The Hughes Community in my opinion really worked. It is staffed by corporate level employees that are truly dedicated to customer service, understand all aspects of computers and networking and are able to cut all the red-tape and get right to the heart of the subscribers issue.

We Community Regulars would respond to post during weekends and off hours. We would ask questions that if the user followed up on would provide the data that the Mods needed to make a quick reply or to escalate an issue to the proper department and then provide feed-back on the issue status.

The Community Regulars would also pick up on issues the were affecting the customers user experience but after troubleshooting it was determined that the root cause was not directly Hughes related. The Regulars having more time to work one on one in areas like Operating Systems or Router setup among other things.

At times a subscriber would have some doubt as to our purpose or identity and the involvement by one of the Mods would in many cases clear up that doubt.

The lack of future involvement on the part of the Mods in all but the most severe of cases puts the effectiveness of the Community at risk.

Just my opinion.