Good morning Heath,
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.
Have a good weekend!
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.
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.
Guess what. Another month, another exciting chapter of Hughesnet pergatory.
My invoice this month is $485.
|Description||Total Accounts Charged||Amount|
|Property Tax Surcharge||1||-$0.68|
|HughesNet Plan Detail|
|Next Plan Up Promo||1||-$30.00|
|50GB Service Plan||1||$129.99|
|Total Accounts Charged||1||$485.75|
Now, when I signed up, I signed up for $99 a month, plus a one time charge of $350 for hardware.
That's $450 plus tax one time, and $99 plus tax every month for the first year.
So first, why am I suddenly being charged for installation? The chat person said that's part of buying the equipment. Funny, because that was NEVER mentioned to me once. And you can check the phone calls during my sale, because I asked over and over if there was a catch.
Second, I was told $350 for a hardware conversion. Obviously whoever told me that was "packing" in the price of installation, even so, again, why am I being charged $400 and not $350?
I swear to god, I have so many grievances with this company, if someone doesn't explain what is going on, and helps me sort this out, I'm going to tell everyone who will listen, social media, news, and if I have to get a lawyer for the fact I have to go through unnecessary stress every single month just to have internet? How messed up is this company's customer service?
I would like to say it's also dishonest and unethical, but deep down, I think it's being run by 4 people, with an outsourced call center, and no one knows whats going on. That's just my theory, and that would be a best case scenario.
I'm going to take a deep breath and hope the one person that seems to have any power to sort things out reads this and walks me off the ledge. Because I'm sick and tired of posting to this message board.