Spike, I'm a customer like you, for 13+ years in fact. Trying to support you but the bottom line is a customer has to to do research before making a purchase. You say you have other Internet still available. If I were a gamer or someone using something like VPN for work I would do a thorough search before going with an ISP, especially satellite. There are tons of posts about VPN and gaming on the Internet not working well with satellite.
My first thing to do anymore is a research on the Internet before buying anything, especially something with a contract.
Trying to be supportive about the VPN but a quick search shows it is not friendly with satellite ISPs. Folks need to be more technology literate these days with all the stuff out there. Searching the Internet helps.
I personally trust Liz, do not believe she would lie about the sales call. She stated nothing was mentioned about using the service for work. They will not release the sales call log, just a fact.
You can pursue legal arbitration channels as the User Agreement states.
Again, I understand your frustration totally but personally would have been proactive about the VPN support before committing to a contract. Not a lot different from folks who sign up for cell phone contracts then find out the coverage is not what they expected.
Thanks BirdDog, I appreciate your support.
I understand your points completely. I agree, in hindsight, that I wish I knew what I know now.....more than I did anyway, and that I no doubt could have known more....especially if HN had informed me.
However, this issue should not come down to a hair-splitting process over who said what? who thought what? who knew what?
If I have a customer who is not happy, not satisfied with my disclosure, unable to use my product after one day's service....then, I'm making it right, just as quickly.
I don't blame the customer for being ignorant; I don't set up a sales process which is sure to result in such customer consternation; that's counter-productive to long-term business health.
If HN were to treat their customers in such a respectful way, and thereby suffer the negative cost of such occurrences themselves, then I GUARANTEE their sales system would be improved, PRONTO. As long as people like me bear it, there is no impulse to improve.
About Liz, I have no reason to doubt her integrity at this point. It seems she knows as little about the sales call as I do, probably less since I was there. She's evidently been told by some other entity that the customer did not detail his needs well enough, and that the sales person was "spot on". It's too easy for someone to say that. I want to hear it myself. If that is the evidence, please share it openly with me. I see no reason to fear releasing it. It's my call.
If the call will not be released to me, then I begin to doubt someone's integrity.
I'll stay tuned for now.
I appreciate your "cell phone contract and poor coverage" analogy.
I understand what you want to say, but I believe checking poor coverage is a much more well-understood consumer factor for such service.
For example, even in the case of HN, the first thing the sales person checked was my address for coverage.
When the installer arrived, the first thing he checked before even moving the first stone in my yard was to check the signal strength at my house and to all floors of my house from the modem.
HN sells data transfer speeds, download/upload speeds are well-stated, retierated several times on the sales call. If I go over the data cap, my speeds will slow...repeated. Sales person asked me if I'm a gamer.....why? He knew the limitations. He knew I may need a larger package if so. I appreciated that...that is the customer servcie I expect.
However, by not asking about one factor which by HN's own assertion slows their speeds by 50-75%, HN's resposibility was violated.
I liken it more to selling me a car which cannot be driven through mud puddles, instead it mels, but not telling me.
Hey, car's are meant to get me from point A to point B, safely, efficiently, comfortably, etc.
If FORD Motor Company were to sell me a Mustang which cannot survive a mud puddle, guarantee they would make it right.
VPNs are no less common than mud puddles.
It's almost like selling me internet service which does not worh with, uh let me see, computers.
That's my view of the situation.
Are you sure that you didn't make a prior call to ask about the service? Only the sales call itself is recorded.
With that said, I highly doubt they will release the recording to you, as it's their property and they aren't required to. But, with that said, I've seen examples of people being released from their contracts because of incorrect information told to them by the sales rep during the call. If you search through the Community you may find examples of this. They are very honest with their sales call reviews. Like BirdDog, I trust Liz, and I have no reason to doubt that the info she received from the sales call review is correct.
"However, by not asking about one factor which by HN's own assertion slows their speeds by 50-75%, HN's resposibility was violated." The sales reps can't ask about every situation and everything that anyone is going to do with the service. They ask the most pertinent questions. And while I think that they should start asking if the customer uses a VPN during the sales call due to more and more people using them, that they didn't, and therefore didn't explain that they don't work well, didn't violate Hughesnet's responsibility.
While the situation is unfortunate and I feel for you, I can understand their position.
Good morning Spike,
Thank you for your response, I totally understand where you're coming from. I've already requested permission to review the call myself after I received the sales center's response. As the others mentioned, we don't share call recordings, but I will listen out for any VPN discussion or anything that does not sit right on the call.
Your patience and understanding are much appreciated while I investigate your concern further.
Thank you for your due diligence. I'll await your reply.
In the meantime, if there is anyone else to whom I can appeal, please share that contact with me.
I cannot discern your role with HN as I can only see you as "Moderator" of this community.
(This community is very confusing by the way, with all the nebulous titles and the company spokespeople posting as impartial customers.)
I would really love to speak to Ms Ellen Martz, Senior Director of Customer Service. I believe she should endeavor to grasp such "customer voice" for her to be in touch with customer service. If you have access to her, please let her know I'd love to speak to her. I think I can improve this process for everyone. Even an email address for her would be great.
Thanks Liz, Spike
Btw, I don't really understand why you cannot release that call audio to me. Surely HN has the technology. I'd be glad to listen to it with you over your speakerphone. I'm totally flexible.
Ellen doesn't typically speak directly with customers...
As far as community titles goes, unless someone has the title Moderator, Employee, Admin, they are a regular customer and nothing more. Titles like mine, yours, and BirdDogs is just to help show the difference in Community Participation, such as Solved Problems + Post Count, just like any other forum.
That aside, @Liz works in the corporate office, while not having as much power as Ellen, shes rather capable on her own.
Thanks for the reply.
I believe a capable woman (or women) can speak for themselves. Liz can answer my questions. Ellen can try them too if she will.
Actually, this is my conversation I opened with like customers, who seem afraid to comment on anyone else's post. As soon as they do one of the "community watch" members tells them to creat their own thread....from what I've read here. There is no community dialogue between customers here.
When Liz joined in as a recognized agent of the company, I welcomed her.
If other customers were to join and answer my original question, they will be welcomed.
Right now you are speaking to me on behalf of HN. Why do you speak for Liz? Why do you speak for Ellen? They can speak for themselves.
You may portray as a like-minded customer, but you speak like an agent of HN....just so you know.
If you are speaking for HN, indicate that and I welcome your input.
Otherwise, you are no longer helpful in ths conversation.
I am sending you PM's....there is no need to discuss this issue in front of the community watch.
Please check your PM's
Thanks Spike. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns. Thank you for your feedback, I'll send it up to management, this helps us improve.