Forum Discussion
Who can be contacted to fix a problem?
This comany has some real serious issues. Especially in the Customer Service area. This company could care less about it's customers. It seems Liz is the only one that has any ability to do anythin...
For those that are not getting satisfaction here, or with their thrid world call centers, call the corporate office in Germantown MD. They will place you with "Execuitive Customer Service"... where they seem to be able to fix problems....
I spent 10 minutes on the phone there, and my issue was fixed. Wished I would have thought of calling CORP a long time ago.. Not only would my head feel better from beating it against a wall, but Hughes wouldn't have wasted hours and hours of their time, eating up their profits...
This company has a lot to learn...
For those that are not getting satisfaction here, or with their thrid world call centers, call the corporate office in Germantown MD. They will place you with "Execuitive Customer Service"... where they seem to be able to fix problems....
I spent 10 minutes on the phone there, and my issue was fixed. Wished I would have thought of calling CORP a long time ago.. Not only would my head feel better from beating it against a wall, but Hughes wouldn't have wasted hours and hours of their time, eating up their profits...
This company has a lot to learn...
Strangely, ECC is one of the groups that monitor this community. It's not suggested to contact ECC directly unless Hughes already has an ongoing case with you, or they have contacted you previously. Just calling that number can end up causing ECC to not respond by phone if people start flooding that number.
If Hughes didn't want people to contact ECC, then maybe they should have a customer service department in place that fixes customers problems the first time, instead of passing a customer from agent to agent who none have the ability to actually fix any customers problems.
I've spent hour after hour on the phone trying to get my problem fixed, so finally thought to call Corporate, got connected to ECC, who spent 10 minutes on the phone with me and solved the issue.
I spent 4 days bouncing around with this forum, and two days on the phone with the toll free number. For multi-billion dollar company, that is an unacceptable way to run your customer service. I had a case number, and was told I would be called back in 2-3 days... You guessed it, I was NEVER called back... POOR SERVICE!!!
If Hughes wanted to solve problems, they would forward a customer to ECC, instead of pushing off problems, and hoping the customer wil go away, and take days or weeks to solve a simple issue.
Talk about wasted profits... I wasted 5 different agents time, Liz's time, and my time.. then it took a simple 10 minute phone call to clear it all up...
Now you tell me, what is the more profitable and proper way to treat a customer, a) make them spend hours on the phone with third world call centers that can solve almost nothing, other than a new order, or b) give them an "execuitive" who can easily solve problems the first time in a very short period of time...
Which makes more financial sense... especially when you lose so many customers over poor customer service. And if you don't believe Hughes does lose a lot of customers over poor customer service, then you should go search the web for a few seconds to find all the horror stories of poor Hughesnet service... that still continue...
Maybe if enough people start calling CORP Headquarters to try and get their long standing problems resolved, then maybe Hughes might get the message and put a REAL "Customer Care" department in place...
I'm a 3 day old customer.
I have to admit, their tech is top notch, however, unfortunately, so far, I have to agree with you on their customer service.
Do you have the number to their executive customer service? I'm getting no where with the standard line.
I've been out of internet since I started because I burnt through my data, relying on the promised "relaxed bandwidth" they told me I would get for 20 days.
This is rediculous and it just takes a quick google search to see that thsi company has 1-star service. :(
Where I live, I don't have many options. And I want this to work out, but it's only been 3 days and I'm already frustrated as heck.
