If Hughes didn't want people to contact ECC, then maybe they should have a customer service department in place that fixes customers problems the first time, instead of passing a customer from agent to agent who none have the ability to actually fix any customers problems.
I've spent hour after hour on the phone trying to get my problem fixed, so finally thought to call Corporate, got connected to ECC, who spent 10 minutes on the phone with me and solved the issue.
I spent 4 days bouncing around with this forum, and two days on the phone with the toll free number. For multi-billion dollar company, that is an unacceptable way to run your customer service. I had a case number, and was told I would be called back in 2-3 days... You guessed it, I was NEVER called back... POOR SERVICE!!!
If Hughes wanted to solve problems, they would forward a customer to ECC, instead of pushing off problems, and hoping the customer wil go away, and take days or weeks to solve a simple issue.
Talk about wasted profits... I wasted 5 different agents time, Liz's time, and my time.. then it took a simple 10 minute phone call to clear it all up...
Now you tell me, what is the more profitable and proper way to treat a customer, a) make them spend hours on the phone with third world call centers that can solve almost nothing, other than a new order, or b) give them an "execuitive" who can easily solve problems the first time in a very short period of time...
Which makes more financial sense... especially when you lose so many customers over poor customer service. And if you don't believe Hughes does lose a lot of customers over poor customer service, then you should go search the web for a few seconds to find all the horror stories of poor Hughesnet service... that still continue...
Maybe if enough people start calling CORP Headquarters to try and get their long standing problems resolved, then maybe Hughes might get the message and put a REAL "Customer Care" department in place...
