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Found my notes from original phone call to Hughes. CSR lied.

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New Poster

Found my notes from original phone call to Hughes. CSR lied.

I was looking back through my notes and found where the original CSR told me very clearly that once the high speed data was throttled, we would still have data that would be fast enough to stream low resolution Netflix.

It seems as though our data is being throttled too much.

So I placed a call yesterday, identifying myself as a new customers. Sure enough, that CSR also said "oh yes, definitely you'll still be able to watch lower resolution Netflix". Yes, I recorded the call and will be happy to share it if needed.

So whats happening. Am I being throttled too much? Or did both of the CSR's give bad information.




17 REPLIES 17
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Advanced Tutor

Re: Found my notes from original phone call to Hughes. CSR lied.

Bad information.
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
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Moderator

Re: Found my notes from original phone call to Hughes. CSR lied.

Hi Docpoco

That is definitely not what we want to hear... Both of the CSRs gave you bad information - but I will probably be able to only track down the one who actually sold you service, unless you got the name of the second one you talked to. What number did you dial to get to our sales agent? This will help us identify the location of the agent.

Thanks
Amanda
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Honorary Alumnus

Re: Found my notes from original phone call to Hughes. CSR lied.

unverified information to be sure.

Mislead ?: A review of the official sales recording will answer that question.

Misunderstood ? .. everyone's level of comprehension varies.

Subject beyond the users ability to understand ?

 

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Assistant Professor

Re: Found my notes from original phone call to Hughes. CSR lied.

Normal throttled speed is around 150 kbps, from my experience Netflix on low definition needs a steady connection of at least about 1 Mbps.
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New Poster

Re: Found my notes from original phone call to Hughes. CSR lied.

Amanda, 

The reps name was Erica and the number was 866-347-3293

I was building a house at the time so I have a notebook with meticulous notes from everyone I spoke with at that time. 

The lady yesterday was named Jennifer and this is the call that I recorded. That number was 844-774-6490.
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New Poster

Re: Found my notes from original phone call to Hughes. CSR lied.

Not quite. I was assured that it was throttled but still usable. 

For whats its worth, I work in information systems in the healthcare industry as a systems analyst. I understood the subject just fine. 

She didn't know how much it would be throttled, just that it would be slowed down some.
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New Poster

Re: Found my notes from original phone call to Hughes. CSR lied.

I replied below. Just wanted to make sure that you saw it.
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New Poster

Re: Found my notes from original phone call to Hughes. CSR lied.

If you want me to upload the audio from the call yesterday I can, and I can provide a link to it here. 

For the record, Im not trying to get anyone in trouble. I'm frustrated.

Also, her wording wasn't exactly what I quoted above. I just went back and listened to it. 

Me: Would I still be able to watch netflix
Rep: Yes
Me: Oh, ok.. so even when the data runs out and gets throttled back I'd still be able to watch netflix?
Rep: uh-huh
Rep: And what would you like to do to get it set up with us today?

Thats basically word for word
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Assistant Professor

Re: Found my notes from original phone call to Hughes. CSR lied.

It doesn't need the 1 Mbps constantly but needs to throttle up and down to it from their end to prevent extreme buffering and total loss of the stream connection. Again, my experience and observations.