- Customer does inform agent that they do stream throughout the day
- Agent states, “We don’t care how much data you use there, you’re never going to have an overage fee, you’re never going to get cut off, you’re never going to be charge any extra. So you can use as much internet that you want.”
- Agent reads the reactive disclosure for streaming, which states, “Video streaming and conferencing with the HughesNet Gen4 service. You will actually be able to watch about 20 hours of standard definition movies a month with our most popular mid-tier plan, and with your free status meter you can even monitor your monthly data allowance.”
- Agent states that once you go over your data, the service will slow down. When asked by the customer what it slows down to, the agent responds that it will slow down to three times the speed of dial-up. Agent is clear that Netflix will not work once it slows down.
- Agent recommends the prime plan if the customer wants to watch Netflix in HD while the kids are doing online schooling at the same time.
- States the Prime Plan will get the customer 10 GB anytime and 50 bonus GB, but mumbles through the 2am-8am.
- Agent does read the streaming disclosure in the final terms and conditions verbatim.
As you can see by our review results, this agent was clear about how you could use Netflix, however I do feel he could of done better. Our service was not misrepresented in this case. I am not too sure what they meant by mumbling in the second to last statement, but that coupled with little to no info about the relaxed bandwidth and no mention of setting Netflix to a lower definition is grounds for some consideration. What I can do is allow you to cancel for half of the early termination fee($200). If that is something that you would like to do, let me know and I will leave notes for agents when you call in to cancel. We hope to hear back from you soon.