Hi Doug,
Sorry, I may have worded that incorrectly. It was a quote from the call "you can charge me $400 and I'll pay whatever I want" - not from our agent.
We unfortunately cannot return the $400 charge as it is a valid Early Termination Fee. The results of your sales call review are below:
- The customer states that they would be using streaming with the service, and the agent responds with the streaming disclosure, which states, “Video streaming and conferencing is possible with the HughesNet Gen4 service. You will be able to enjoy about 20 hours of standard definition movies a month with our most popular mid-tier plan, just be sure to set up your free status meter to monitor your monthly data allowance.”
- The agent does not add any additional verbiage to the streaming disclosure and the customer does not question the streaming capabilities.
- The agent read the pitch to the customer correctly, stating both the 10 GB of anytime data and 50 GB of bonus bytes from 2am-8am.
- The agent reads all final disclosures to the customer, including disclosures regarding the data allowance and streaming with the service. The customer does not ask any questions about the final terms and conditions.
Thank you
Amanda
