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...
jlantz wrote:This company could care less about it's customers.
And I'm certainly glad for that. Sorry, I coudn't resist. (I know, I know...darn grammar police :))
"Maybe if enough people start calling CORP Headquarters to try and get their long standing problems resolved ......."
Well, lets think this one through.
All things Computers and all things Network work related have a high number of consumer support calls ... it's just the nature of the beast. The calls can be from consumers that are "unable to find the Any key" right up to a massive system failure and every point between those two extremes.
Support levels are tiered ... for a reason. A user simply doesn't need access to a Network Engineer to diagnose a failing radio or power supply.
The further up the "knowledge chain" you go, the fewer employees you will find at that level. This same principle applies to the corporate level ECC employees. Your suggestion that everyone that has the slightest issue should call "Corporate" would very soon saturate the top level ECC employees .. those types of calls that should have been addressed at a much lower level.
I do understand the frustration involved in calling phone support and this Community Forum in the past was a method to post of your problem, perhaps getting work-arounds from longtime users such as myself and a few other longtime users during off-hours and weekends and collecting information that the Mods (also corporate level employees) can use to fast-track your issues to the highest levels of the various departments.
Should there be better follow-up at each level? You bet!
Can everyone call the few top level corporate employees and have it work? Not hardly.
The above is just my view as a long term Hughes user that is reasonably experienced in computer hardware, operating systems and Networking.
Troubleshooting is a process of Divide & Conquer and you have to start somewhere ... you have to ask "leading" questions so as to close off some avenues as "does not apply" and focus on others.
GabeU,
I worked in a very high tech IT shop for many years. A LOT of custom in-house applications that were very specialized for our company and industry.
If I serviced my customers the way Hughes does, then I would have been out of a job faster than you could say packet loss...
I know all about Tiers... If my Tier couldn't fix a problem, it was instantly passed to someone higher up, and so forth. A problem did not wait days, weeks or months to get solved. Our customers were our employers, and if they weren't happy, they fired us.. Much like what happens when customers drop like flies from Hughes, over shoddy and lack of customer support. They are firing Hughes...
The problem is, those on the bottom tier at Hughes have no ability to quicky escalate an issue. Many would sit there and read me the error they were getting, thinking they were reading me something I needed to know... THEY HAD NO CLUE what they were doing.... Maybe it's because Hughes is too cheap, and cares so little, that they farm out their call centers to thrid word countries with agents barely able to speak english, much less understand the working of the product are trying to support. NOR, how customers in this country expect to be treated..
Let me repeat that last sentence... The agents of the call centers don't even have a clue of the proper way to treat a customer, because they are not used to the level of customer service a typical resident of this country expects....
There is a huge gap in communications hapening at this communications company...
Times are changing, and more and more peope are getting fed up with poor customer servie, especially when the service isn't based on the US shores...
Someone needs to nudge the captain of the ship, because he sure doesn't seem to understand customers are getting tired of being treated like a replacable commodity...
The problem is that there now seems to be no-one answering the 866-347-3292 number which claims on the support page to be the way to " Reach a live care representative by telephone 24 hours a day 7 days a week". I have tried all day, and no matter what selections I make, the phone rings a couple of time and then disconnects at their end. Instead of putting me on hold or in a line, their system simply hangs up on me, every time, all day long.
And, when I try to use the chat link on the support page, instead I am told I just sent an email which may be answered in the next 24 hours. Yet on the Support page chat is described thus: " Connect instantly with one of our knowledgeable care representatives."
It would be much better to simply say "you can't talk to anyone on the phone and you can't chat with us but here's a way to send us an email" No wonder people try the corporate number. As far as I can see from all my wasted effort today, there may be no other good alternative that doesn't eat up a lot of time.
Just tried the number, and after I chose tech support and it said "Currently all agents are busy...." it cut off.
I can tell you that this is definitely not the norm. Hopefully someone is working on the problem.
Edit: I sent a message on the Facebook page to let them know of the issue.
You seem to be a Hughes-fan. I take it you haven't had a problem with them yet?
Because if you ever do, you'll understand why some of us feel the way we do.
Sure, if they did what they say they would do, and nothing ever broke, and we never needed to talk to a human for help, then Hughesnet is great, because the technology is great.
But when you don't fix your customer's problems, you fail to be a successful business. I'm glad you seem to be lucky and haven't had issues yet.
