O.K...first, let me say I have been, and from time to time still are, one of you who are either new, or angry about an issue you are having. No, I am not a Hughes employee...just another customer like you who hopes I can actually make some difference for people like us, and those who volunteer their time to help.
That said, please allow me to say, o.k..you don't understand what is going on, you are upset or you would not post here (except those who give praises). If you read through some of my posts you will see I too have been there. Occasionally still am, as I said. Just a few ideas for those unaccustomed to this board and some things I have realized along the way.
Hughes Customer support is not a tech support. If you use Home tech support, they will charge you for the service (The support, not Hughes). The tech support is a totally separate company. (Hughes, please correct your wording to tell us the tech support is available for a fee, and is not at all part of your team, but a separate entity).
I know it is very difficult to think of these things when you are already frustrated beyond belief, so another thing I wanted to share with you is, The Champions are not Hughes employees. They are volunteers who give of themselves by their donated time to help us who have no clue what is going on.
The official reps will have that title put next to their name. They are the ones who will address your issues. The Champions are the ones who try to help you through your situation. Often, we blow up at them because they support the company, but just to let you know, they are sympathetic and very willing to help you in any way they can, or direct you to the rep who will do all they can to help.
In no way do I blame you for being angry and feeling cheated. Customer service does eliminate a lot of what they should reveal to people when selling the service. They speak very fast so you cannot possibly remember everything that is said. But this is not something the Champions or reps have caused. This is a higher up issue that is not correcting its Customer Care service reps appropriately, or the problem would not be on a more or less daily basis.
O.K..I hope I have helped in some small way and not made you even angrier. I do understand your frustration.
Thanks,
Liz
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Thanks,
Liz
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Thanks,
Liz
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Hi Cuddlebug, Thanks for the input !
Actually Hughes has made major strides in the "Customer Service" department believe it or not !
I think over 50% of the service reps are in the US now. The problem is .... they appear to be the higher tiered levels and leaves a subscriber having to work through the lower "filter" tiers.
I remember from years ago ... there was no official "Hughes Community". I hung out at the DSLR Hughes subforum where users would ask questions and a core group of tech minded users would do their best to supply answers. Later on, on occasion someone from Hughes would post some information that everyone would grab onto. Later Sara (among others) poured in blood, sweat and tears to create this Community and I think the result is great !
Once a user does arrive here at the Community they are in many cases frustrated beyond belief.
Many lack even basic computing skills let alone any understanding of "networking" and hardware.
It can be very difficult to get some users to do a "direct connect" so as to determine their baseline performance levels . A novice user isn't even going to be aware of the existence of some router settings or NIC and wireless adaptor settings that if misconfigured can really trash performance.
Then we have users reading old posts for information (a good thing) but pick up some conflicting information because of all the various system platforms and a multitude of plan levels.
I tend to post a lot of pictures in my replies, not only to provide a clearer "step-by-step", but it also provides a crosscheck for users ..."hey, mine don't look like that".
I found years ago that phone support was very frustrating and vowed to learn as much about my system as I could to reduce my reliance on same.
Not everyone has the same interests of course .....