Customer Service has got to be a tough job.
Toss is the language difficulties and it escalates the problem for both sides. The customer is trying to understand "tech" and the CS is trying to determine a root cause and his linearity is being shot to pieces by the customer constantly saying ... what, can you repeat that.
The lower tier support levels are script driven for the most part and likely dare not stray from the Sacred Support Script and hence may also get frustrated.
The higher tier folks, you can actually have a conversation with .... if you, the customer, have a decent understanding of computers, networking basics and some insight to Hughes systems. Unfortunately not all of us come so equipped.
Many of us fail to understand that the lower tiers are just a "filter" and that the script, to point, has its place as a Divide & Conquer tool.
Where the thing seems to break down is lack of timely call backs, stale PINS for returned calls and the worst .... having to restart the process from step one and every call and every level.
Many of the calls to CS service are avoidable ....
If Hughes did a better job .... at the point of Sale and the point of Installation ....
You have a capped plan
This is how to see where within the plan you are
This is the SCC ... see the pretty icons ? If you have a problem look at those icons before you call
What come up, comes down .... you>>>>>the bird>>>>>>your gateway
If your gateway is SLC and the weather is terrible there and the SCC icon is yellow ... wait a while, go read a book, pet the dog.
They should tell you from the start ... how to toggle Web Acceleration
They should tell you from the start how to do a MBX Reset
None of the above stuff is difficult but in many cases it would allow a user to "fix" his/her own problem without a long frustrating call.
Hey Gwalk...good to see you here. You make a lot of sense, both of you, and I am not attempting to say it should be dandy for us as customers to rip off the face of the Hughes service the minute they get on the phone. What I am saying is in all fairness to the customer, I have been the recipient of the opposite position as well. From sighs to impatient reciting of the first response they gave to 4 questions ago (even though it does nothing to help the present question), to flat out hanging up on the phone on me (on more than one occasion. Below I would like to quickly address an issue I have with a statement in donsijgm post...
"Yet still, these people do the job, dealing with unhappy customers, solving problems for people with little or no computer skills, soothing customers who didn't research what satellite internet actually is and customers who were IMO misled by over zealous sales people."
Where you say "solving problems for people with little or no computer skills" I take a bit of offense. While I am sure you did not mean that to be offensive, it was nonetheless. Thanks to various people like Gwalk, sgoshe, bill, Liz, and a few others, I AM one of those people who are learning because I have to. I lost my husband who did the majority of the computer care himself. I have had to learn to get as far as I am by listening to others like the above mentioned people here on Hughes. What I do not need, is someone telling me how they have to deal with my unhappy little butt and solve my problems. That IS one of the problems. They DON'T deal with things, they shunt me over to Home Tech Support and now I pay yet another bill to get techs to tell me what is going on. When my daughters and I moved to this area, we were totally unfamiliar with something like dish service for internet. Not knowing anything about it, and out in the boonies, please explain to me how I would have "researched Hughes" prior to getting service since I had no service to research from to begin with???? Finally, your final comment on IMO misleading over, on this matter we agree. I'll leave that there as well.
On a lighter note while speaking of "Customer Service" ... I frequently get calls from the scam "This is Windows calling about your infected computer" ....
Man, do I enjoy those when I have the time .... I string that joker of a CS Rep for "Windows" just as long as I can playing the complete Rube.
At some point I lose it and start laughing ... end of call.
(they also have thick accents)
I might get burned for this but I have to equate HTS with the like of Geek Squad ..... expensive and dangerous ....
I guess my biggest issue is in the way,( that has been reported many times) that people were shuffled of to HTS without understanding that they were no longer dealing with Hughes support but with a 3rd party pay support partner.
Computers are complex animals all by themselves, add to that 'Networking" add to THAT the added complexities of a satellite connection and you have a potential for a mess.
I understand that Hughes has to draw the "support" line at the modems LAN port although we see cases where the Mods try to help with issue (Thanks Mods !) and a user can always get help from Community members.
I can see where there may come a time when a CS Rep feels it is not a Hughes issue but one related to computer/networking hence HTS ... I just wish it was made clearer to the user "You Are Leaving Hughes Support".