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HughesNet's so-called "customer service"

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HughesNet's so-called "customer service"

I called HughesNet on July 1st for a service appointment and was told by Anna Gracia that a technician would be here on July 6th between 8am-11am. 

 

At 10:30am on July 6th, nobody had arrived and I called HughesNet.  Sergio Allessandro couldn't tell me whether the technician was coming or not.  After 45 minutes on hold and demanding a supervisor, I was told by Kevin Isaacs that nobody was coming that day.  When I asked why I wasn't called, Mr. Isaacs said that the outside contractor was supposed to call and tell me.  Mr. Isaacs rescheduled the appointment for 8am-11am on July 10th.  I asked him to call me back with the outside contractor's name and phone number so that I could get confirmation that they would be coming.  

 

On July 7th at 11am, Mr. Isaacs called me and tried to conference in the technician.  After 1/2 an hour, I said I couldn't hold any longer and Mr. Isaacs promised to call me back within the hour.

 

When I didn't hear anything for 3 1/2 hours, I called HughesNet and again asked for Mr. Isaacs; I was told he would call me "right back".

 

The next morning at 9am, I called HughesNet.  The representative said that my case had been "escalated" and promised to have a supervisor call me by 10am.  I was even given a code number [confirmation no. 130639544].

 

I finall heard from Mr. Isaacs at 10:20am, who spent 27 more minutes trying to conference in the technician.  He reached Sam (who apparently doesn't have a last name) at Worldwide Tech Services.  Sam promised to call back "within an hour" to confirm my appointment time for July 10th.  I was even given a code number [Work Order # WU07010090] and phone number [978-848-9000].

 

I waited 3 hours for the call that didn't come, then called Worldwide Tech at the phone number Sam provided.  Without an extension, it was impossible to reach any human being.

 

I called HughesNet several more times but was unable to reach Mr. Isaacs.  I reached Evan in Customer Service, who told me that he would call the outside contractor to confirm my appointment -- which he now said was scheduled for July 27th!  He asked whether I would mind being placed on a "brief hold" while he tried to confirm that with the outside contractor.  After 44 minutes on hold, Evan transferred me to Linda in Account Management!  Linda said I would receive a credit for the time that I am without service (how generous!), but there was nothing she could do about the fact that it would be a month until the scheduled appointment date, and she refused to allow me to get confirmation of that date from the contractor.

 

If you're still reading, then you've probably experienced similar so-called customer service from HughesNet.  

 

Any advice?

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Distinguished Professor IV

Re: HughesNet's so-called "customer service"


@jmaxman wrote: 

If you're still reading, then you've probably experienced similar so-called customer service from HughesNet.  


False logic.  This is a Support Community, as the title says, so your post will be read regardless.

 


@jmaxman wrote:

Any advice?


Yes.  Give the reps here a chance to help you, not only with the lack of service you've received, but also the issue you're experiencing that necessitates the tech visit.  They are on M-F from approximately 9AM to 6PM EST, though there is occasionally one on during the evening.  They usually reply within a working day, so hopefully you'll hear from one tomorrow.


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Re: HughesNet's so-called "customer service"

@jmaxman,

 

Thank you for contacting us and welcome to the community. I apologize for your experience. When reviewing your previous case notes, it appears the scheduling department reached out to you recently to not only confirm the appointment but move the date up for July the 13th instead of the 27th. I am glad this was able to be accomplished. I am also glad to hear you received a credit for the inconvenience as well. Please feel free to update us here once the repair is complete. If you require additional support at that time, we would be happy to provide it.  

 

-Damian