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).