GabeU,
I worked in a very high tech IT shop for many years. A LOT of custom in-house applications that were very specialized for our company and industry.
If I serviced my customers the way Hughes does, then I would have been out of a job faster than you could say packet loss...
I know all about Tiers... If my Tier couldn't fix a problem, it was instantly passed to someone higher up, and so forth. A problem did not wait days, weeks or months to get solved. Our customers were our employers, and if they weren't happy, they fired us.. Much like what happens when customers drop like flies from Hughes, over shoddy and lack of customer support. They are firing Hughes...
The problem is, those on the bottom tier at Hughes have no ability to quicky escalate an issue. Many would sit there and read me the error they were getting, thinking they were reading me something I needed to know... THEY HAD NO CLUE what they were doing.... Maybe it's because Hughes is too cheap, and cares so little, that they farm out their call centers to thrid word countries with agents barely able to speak english, much less understand the working of the product are trying to support. NOR, how customers in this country expect to be treated..
Let me repeat that last sentence... The agents of the call centers don't even have a clue of the proper way to treat a customer, because they are not used to the level of customer service a typical resident of this country expects....
There is a huge gap in communications hapening at this communications company...
Times are changing, and more and more peope are getting fed up with poor customer servie, especially when the service isn't based on the US shores...
Someone needs to nudge the captain of the ship, because he sure doesn't seem to understand customers are getting tired of being treated like a replacable commodity...
