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Foreign based tech support

rdlatsch
New Member

Foreign based tech support

I spent an entire day on the phone with HN tech support, speaking to four or five people, none of whom spoke English as a first language.  We go around in circles; they seem to be reading from a script and are not help whatsoever.  Finally was sent to an American who said the problem was with my HN modem, and they are sending out a new one. Should not have taken all day to solve this problem.
17 REPLIES 17
rdlatsch
New Member

Re: Foreign based tech support

And while I am at it, why is HN so difficult to use? It seems like every post requires an IT degree to solve.
Gwalk900
Honorary Alumnus

Re: Foreign based tech support

As with the support systems of many companies, they are comprised of tiers.

The different tiers act as "filters" so that ideally the more serious issues are escalated to the next tier.

In many cases the lower support tiers are outsourced.

Actually Hughes has come a long ways in the last few years. Something over 50% is stateside.

As to why it so difficult  to use ?

A satellite connection is a good deal more complex than ground based systems and is complicated by the fact that most users are located in remote location so the user simply must participate in the troubleshooting process.

Frankly, your best support bet is right here in the Community.

The forum Mods are Hughes employees at the corporate level and have access to all the Hughes resources.

In the "off hours" there are a number of long term fellow Hughes subscribers that are very familiar with Hughes systems as well as computer and networking.

If you are still having issues I suggest that you post the details of your problem as well as some basic facts: Modem type (HN7000s, HN9000, HT1000/1100), Plan level, Operating System and a description of your "Network" (direct connect, router ...make, model, version).

   

BirdDog
Assistant Professor

Re: Foreign based tech support

This is when it was difficult to use. Only true techie nerds had the ability to use the system back then. Vast improvements over the years:



Here is the installation PDF, be aware it is about 4 MB in size:  http://customer.kb.hughesnet.com/Documents/1032369-0001_C.pdf
Gwalk900
Honorary Alumnus

Re: Foreign based tech support

WOW, I remember those !


BirdDog
Assistant Professor

Re: Foreign based tech support

I believe download was a whopping 256 kbps maximum.
Amanda
Moderator

Re: Foreign based tech support

Hi rdlatsch

Welcome to our community! We appreciate your feedback about our customer service and will review a bit deeper today to see where we can improve. I do see if you talked to a number of agents in Texas on 10/8. I think we had discussed a year ago or so here in the community about how many people in the USA have accents too and can be hard to understand, but they are located here. Sure, we do have support in the Philippines (did you know they have the BEST business English in the world, even over native speakers?) but the thing about America being a melting pot means you'll get some language barrier even in the states. 

In any case, I do see that the non-US agents were actually following the correct protocol when it came to troubleshooting your issue, but our agents in Texas should not have sent a modem to address this issue. We will need to reach out to them and ensure they are correctly executing our troubleshooting steps. Again, we appreciate your feedback because it does help us catch things like this. 

If you are still experiencing issues with data loss, please feel free to let us know here. I'd like to say we're pretty experienced in that sort of thing Smiley Happy

Thanks
Amanda
maratsade
Distinguished Professor IV

Re: Foreign based tech support

" Sure, we do have support in the Philippines (did you know they have the BEST business English in the world, even over native speakers?) "

I often ask agents where in the world they are located. My most memorable and agreeable interaction with a CSR was with someone who I think was in the Philippines or Thailand. She was friendly and very happy to help, and while she was checking the account we talked about our jobs and also about favorite foods (she was very surprised rice is a common food in the US). I still remember this lady. I also had a great experience chit-chatting with an agent located in India, talking about the weather, especially the rainy season over there.  I like this system of them working in the background but connecting on a human level with chit-chat.  Made a positive difference, at least to me. 
poppypuppy
Observer

Re: Foreign based tech support

Then WHY is there such a communication gap when trying to get a problem across? And I MAJORED in communications.
BirdDog
Assistant Professor

Re: Foreign based tech support

My opinion, because Tier 1, and even 2 to some degree, are basically script readers. Most really don't have much technical knowledge, if any. They read from flow charts and any deviation throws them off and they return right back to the flow chart.