After reviewing the call, the agent does disclose during the pitch that there would be 10 GB of anytime data with the plan. Earlier in the call, the customer explains that they are currently using 10 GB of data with their current internet plan, and it wasn’t enough. When discussing non-recommended activities, the agent reads the gaming disclosure because the customers son has a PS4. The customer also states that the do not do streaming because they don’t have the capability to, and the agent states that they could start if they wanted with HughesNet. Our agents are instructed to read the streaming disclosure if they make this kind of claim. The agent also explains the smart compression technology, stating that the customer would be able to get more out of our data. After the pitch, data is not discussed except for in the final terms and conditions. The customer does not have any questions about the T’s & C’s before consenting to process the order. The agent will be coached to properly address heavier usage activities moving.
For the most part it does seem that our agent was accurate in his depiction of the service. However I was not too sure about the compression technology portion and I asked for clarification.
The customer mentions that they have Excede, and the agent responds, “Every time I talk to an Excede customer they tell me that they burn through their data very quickly and they have some really slow speeds, which is something we will be able to help you out with. One of the biggest things we do with our service is focus on the technology behind it. We call it our Smart Technologies – one of them is that we’re going to be able to shrink your data usage by up to 30%, so every gigabyte is going to be working a lot harder for you.”
I don't think the agent had bad intentions when describing this feature. I can understand as a customer how this sounds, and it quite frankly is wrong. Based off of this, I think it best to allow you to cancel with no ETF. If that is currently what you'd like to do please let me know and I'll add a note to my case so that when calling in you'll be taken care of.