Forum Discussion

Moodeeb's avatar
Moodeeb
Sophomore
8 years ago

New Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data

My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...
Data Management
Gen 5
new customers
Performance
relaxed data
troubleshooting
unlimited
  • Liz's avatar
    Liz
    8 years ago

    Good morning Moodeeb,

     

    Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.

     

    If you have additional concerns, please don't hesitate to return to the community.

     

Moodeeb's avatar
Moodeeb
Sophomore

Guess what. Another month, another exciting chapter of Hughesnet pergatory.

 

My invoice this month is $485. 

DescriptionTotal Accounts ChargedAmount
Taxes
Property Tax Surcharge1-$0.68
HughesNet Plan Detail
Equipment Purchase1$199.99
Next Plan Up Promo1-$30.00
Standard Installation1$199.99
50GB Service Plan1$129.99
Equipment Lease-Prorated1-$13.54
Total Accounts Charged1$485.75

 

Now, when I signed up, I signed up for $99 a month, plus a one time charge of $350 for hardware.

 

That's $450 plus tax one time, and $99 plus tax every month for the first year. 


So first, why am I suddenly being charged for installation? The chat person said that's part of buying the equipment. Funny, because that was NEVER mentioned to me once. And you can check the phone calls during my sale, because I asked over and over if there was a catch. 

 

Second, I was told $350 for a hardware conversion. Obviously whoever told me that was "packing" in the price of installation, even so, again, why am I being charged $400 and not $350?

 

I swear to god, I have so many grievances with this company, if someone doesn't explain what is going on, and helps me sort this out, I'm going to tell everyone who will listen, social media, news, and if I have to get a lawyer for the fact I have to go through unnecessary stress every single month just to have internet? How messed up is this company's customer service?

 

I would like to say it's also dishonest and unethical, but deep down, I think it's being run by 4 people, with an outsourced call center, and no one knows whats going on. That's just my theory, and that would be a best case scenario.

 

I'm going to take a deep breath and hope the one person that seems to have any power to sort things out reads this and walks me off the ledge. Because I'm sick and tired of posting to this message board.

Moodeeb's avatar
Moodeeb
Sophomore
8 years ago
Update to my 8/10 comment regarding hardware billing.

Short version: I called on the off chance I'd get lucky, because my chat went so poorly, and got a rep named Jorge on the phone.

Its almost too good to be true, but he looked over my account, and understood what had been happening. He fixed my billing by giving me a credit I had been promised months ago. This resolved the hardware charge issue for me.

He also confirmed that starting next month, I would no longer be charged the leasing fee, because I opted to purchase the hardware up front.

Someone write Jorge's name down in the HughesNet Hall of Fame next to Liz, because he's one of the "good" ones. it's not that he gave me what I wanted , it's that he looked at my account and understood what was happening. you can't possibly know how great that feels until you've talked with a half dozen of HughesNet other Representatives who spin you in circles and leave you feeling helpless.

Now listen... because this is IMPORTANT: if you choose to buy the HughesNet hardware instead of leasing it, YOU VOID YOUR FREE INSTALLATION. That's right, you have to pay the $200 install fee if you purchase.
I asked more than once if there was a catch to purchasing the equipment, and my salesman said "no."

Now that we can all see the equipment was only $200 to begin with, it can be easily established, that one listen to my sales call will reveal I was definitely suckered.

If you choose to buy your HughesNet equipment,... I don't know what to say. You could ask your salesman how much to buy, but if he likes to you like mine did, ($350? ha!) You're out of luck. But maybe now that you know, it will help.

If my bill is square, like Jorge says, I hope to be done with this drama. And I might make a YouTube video to help HughesNet customers navigate how HughesNet works, but if this company tries to EF me one more time, I'm getting a lawyer, having them retrieve the original sales call, I'm sick of this crap. Seriously. I mean it.

@Hughesnet. Pull your crap together. Your Gen5 hardware is GREAT. I love my HughesNet internet. But your sales and service are still dishonest and horrible. You have hardware to be proud of now, so fix your customer service and sales tactics to match. I could have been one of your biggest fans because I LOVE the Gen5 hardware, but I had to go through 3 months of stress and h311 to get things straight.

Jezuzz, I hope I don't have to post here again. Please just Bill me what you said you would, give me my gen 5 internet so we can stop talking with each other.