New Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data
My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...
Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.
If you have additional concerns, please don't hesitate to return to the community.
Thank you for taking the time to come back and let us know what happened and sharing your honest experience with the Gen 5 service. This is a very helpful post that may help others. Hopefully you won't need to post back in the community for help, but if you do have any concerns, we're here for you.
Well, my worst fears have come true. My billing is wrong and customer service is about to drive me off a cliff again.
LIz, or anyone, the levels of stress this company is causing me are not healthy. Here's the problem, as well as the solution:
1. I was told I could buy my hardware for $350.
2. I have been on the phone, more than once, and customer service even took my credit card number. They told me it would be $450, but then I'd get a $100 credit. ($350 for the hardware total)
3. I am being charged for leasing the equipment on my invoice, so someone messed up again.
I want the hardware charged for $350 like I was told, and I want the leasing charges gone.
Called customer service again. This time they told me the process was in motion. (hardware conversion?)
This makes no sense to me, because I have now been charged for leasing twice, when origionally, I was told it would be no problem to buy the hardware (a tremendous savings by the way, anyone considering hughesnet Gen 5 really needs to buy the hardware, or they will be sorry down the road. Crazy $$$ savings to just buy it up front, Pro Tip)
So IDK what's going on. I guess things are being worked on behind the curtain? And my bills will be credited, or the leasing charges I've paid will be taken off one of my invoices? I'm good at math, so I will be making sure this is all square at the end of this fiasco. Maybe people don't buy their hardware, which is why this process seems like rocket science?
$350. Minus the leasing charges I've already been charged. That's what I should owe. Then $99 plus tax every month for the first year.
I need to know this is what's happening, because god knows people on the other end of the phones don't have a clue, and it's sure not explained on my bills.
I get that gen 5 hardware is new, and offering people great internet is a new thing, but Hughesnet has been in business for a while, and I feel like I should not have to get stressed out and play Sherlock Holmes, and have to call a phone number that I have to ask the reps to repeat things more than once because we don't speak the same language, and then be put on hold, only to find out they dont' know jack.
We're in this for two years together. If you guys can hold up your end of things, I'll be a good paying customer. I hope to god we don't have to solve problems every other month, just as I'm sure you don't want a very disgruntled customer showing up every couple months causing you headaches.
I'll be in touch until I know my account and billing are what they were supposed to be from the beginning.
Heath, help is coming. They may be a bit overwhelmed here, but Liz or Amanda will get to you and help. I think it's a good idea that you posted a new thread.
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Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data","id":"message:78302","revisionNum":1,"repliesCount":15,"author":{"__ref":"User:user:40587"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:78302"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:78302"},"body@stripHtml({\"truncateLength\":200})":" My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...","body@stringLength":"3220","rawBody":"
My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work.
Even the customer service reps are nice.
Sadly, so far, it appears to be lip-service.
So, one of the sales and marketing tactics you'll probably hear, is \"for the first 20 days, your internet will reset every night.\" or (depending who you talk to) \"Your internet will rest each time you run out for the first 20 days.\" - you even get an email stating exactly that.
I live in the country, with very limited internet options. I had a solution with my cell phone carrier for 40 gigs of high-speed data, and I changed that plan (irreversable, as it was a 1 time deal they made me when I switched cell carriers) so, I'm kinda stuck with this path I'm on. When I get great service from a company, I am one of those customers who tells everyone. Likewise, if a company does not follow through on promises they make, or uses shady marketing tactics, I ALSO tell everyone.
I've been out of high speed data for 2 days now. I've had hughesnet for 3 days. This is because a huge hype-point they make, is that you can use all the data you want for 20 days to \"update your equipment.\" What do people actually do with this data? IDK. Download movies I imagine? Myself, I am in the tech businesss, and I have been waiting months to update and download production software. So I burnt through my data, after having 3 people at Hughesnet tell me my data will reset during my \"relaxed bandwidth\" period.
I am out of data, and the phone reps just keep spinning their wheels. I feel bad for them. I tell them not to take my call personally because my problem is not their fault, but they work for hughesnet, and so they are tasked with being on the receiving end of my calls. I don't think these people actually work for hughesnet. I'm not sure hughesnet even has a dedicated customer service team. Maybe they do, I don't know, but I do know that their customer service reps seem unable to do anything to help me.
God help me if I ever have a problem with my service, because if this experience is any indicator of what getting a resolution will be like, I'm frankly scared. I probably should have done more research before committing. There are other satellite services. Maybe not as fast, maybe not as modern, but if they can offer consistent, reliable customer service, I would gladly take reliable service over the bright and shiney hughesnet Gen 5, that comes tethered to a customer service department that seems unable to help their customers, regardless of how nice they are on the phone.
I've only been with Hughesnet 3 -4 days. When I had internet, it was consistently at 15-16 mbps. This is with Gen 5. I live in a very open and clear sky, so I don't know what they are taking about when they say 25 mbps. More lip service most likely. If I were you, I wouldn't expect 25 mbps, I would expect 15. And I wouldn't expect any relaxed bandwidth, or you, like me, will be without intenet. :(
To be continued...
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Maybe this should be a new thread. IDK.
Well, my worst fears have come true. My billing is wrong and customer service is about to drive me off a cliff again.
LIz, or anyone, the levels of stress this company is causing me are not healthy. Here's the problem, as well as the solution:
1. I was told I could buy my hardware for $350.
2. I have been on the phone, more than once, and customer service even took my credit card number. They told me it would be $450, but then I'd get a $100 credit. ($350 for the hardware total)
3. I am being charged for leasing the equipment on my invoice, so someone messed up again.
I want the hardware charged for $350 like I was told, and I want the leasing charges gone.
What do I have to do to make this happen?
PLEASE HELP. Thank you.
Heath
","body@stringLength":"877","rawBody":"
Maybe this should be a new thread. IDK.
Well, my worst fears have come true. My billing is wrong and customer service is about to drive me off a cliff again.
LIz, or anyone, the levels of stress this company is causing me are not healthy. Here's the problem, as well as the solution:
1. I was told I could buy my hardware for $350.
2. I have been on the phone, more than once, and customer service even took my credit card number. They told me it would be $450, but then I'd get a $100 credit. ($350 for the hardware total)
3. I am being charged for leasing the equipment on my invoice, so someone messed up again.
I want the hardware charged for $350 like I was told, and I want the leasing charges gone.
What do I have to do to make this happen?
PLEASE HELP. Thank you.
Heath
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Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data","moderationData":{"__ref":"ModerationData:moderation_data:78355"},"body":"
Good morning Moodeeb,
\n\n
\n\n
Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.
\n\n
\n\n
If you have additional concerns, please don't hesitate to return to the community.
Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.
\n\n
\n\n
If you have additional concerns, please don't hesitate to return to the community.
\n\n
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Good morning Heath,
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Thank you for taking the time to come back and let us know what happened and sharing your honest experience with the Gen 5 service. This is a very helpful post that may help others. Hopefully you won't need to post back in the community for help, but if you do have any concerns, we're here for you.
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Have a good weekend!
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","body@stringLength":"458","rawBody":"
Good morning Heath,
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Thank you for taking the time to come back and let us know what happened and sharing your honest experience with the Gen 5 service. This is a very helpful post that may help others. Hopefully you won't need to post back in the community for help, but if you do have any concerns, we're here for you.
\n\n
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Have a good weekend!
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Called customer service again. This time they told me the process was in motion. (hardware conversion?)
This makes no sense to me, because I have now been charged for leasing twice, when origionally, I was told it would be no problem to buy the hardware (a tremendous savings by the way, anyone considering hughesnet Gen 5 really needs to buy the hardware, or they will be sorry down the road. Crazy $$$ savings to just buy it up front, Pro Tip)
So IDK what's going on. I guess things are being worked on behind the curtain? And my bills will be credited, or the leasing charges I've paid will be taken off one of my invoices? I'm good at math, so I will be making sure this is all square at the end of this fiasco. Maybe people don't buy their hardware, which is why this process seems like rocket science?
$350. Minus the leasing charges I've already been charged. That's what I should owe. Then $99 plus tax every month for the first year.
I need to know this is what's happening, because god knows people on the other end of the phones don't have a clue, and it's sure not explained on my bills.
I get that gen 5 hardware is new, and offering people great internet is a new thing, but Hughesnet has been in business for a while, and I feel like I should not have to get stressed out and play Sherlock Holmes, and have to call a phone number that I have to ask the reps to repeat things more than once because we don't speak the same language, and then be put on hold, only to find out they dont' know jack.
We're in this for two years together. If you guys can hold up your end of things, I'll be a good paying customer. I hope to god we don't have to solve problems every other month, just as I'm sure you don't want a very disgruntled customer showing up every couple months causing you headaches.
I'll be in touch until I know my account and billing are what they were supposed to be from the beginning.
Called customer service again. This time they told me the process was in motion. (hardware conversion?)
This makes no sense to me, because I have now been charged for leasing twice, when origionally, I was told it would be no problem to buy the hardware (a tremendous savings by the way, anyone considering hughesnet Gen 5 really needs to buy the hardware, or they will be sorry down the road. Crazy $$$ savings to just buy it up front, Pro Tip)
So IDK what's going on. I guess things are being worked on behind the curtain? And my bills will be credited, or the leasing charges I've paid will be taken off one of my invoices? I'm good at math, so I will be making sure this is all square at the end of this fiasco. Maybe people don't buy their hardware, which is why this process seems like rocket science?
$350. Minus the leasing charges I've already been charged. That's what I should owe. Then $99 plus tax every month for the first year.
I need to know this is what's happening, because god knows people on the other end of the phones don't have a clue, and it's sure not explained on my bills.
I get that gen 5 hardware is new, and offering people great internet is a new thing, but Hughesnet has been in business for a while, and I feel like I should not have to get stressed out and play Sherlock Holmes, and have to call a phone number that I have to ask the reps to repeat things more than once because we don't speak the same language, and then be put on hold, only to find out they dont' know jack.
We're in this for two years together. If you guys can hold up your end of things, I'll be a good paying customer. I hope to god we don't have to solve problems every other month, just as I'm sure you don't want a very disgruntled customer showing up every couple months causing you headaches.
I'll be in touch until I know my account and billing are what they were supposed to be from the beginning.
Heath
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Heath, help is coming. They may be a bit overwhelmed here, but Liz or Amanda will get to you and help. I think it's a good idea that you posted a new thread.
Heath, help is coming. They may be a bit overwhelmed here, but or will get to you and help. I think it's a good idea that you posted a new thread.
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