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Horrible Internet; Unhelpful Customer Service

Freshman

Re: Horrible Internet; Unhelpful Customer Service

If I could give hughsnet a zero star I would! They miss informed me when purchasing the service, and I have spent hours upon hours trying to get things fixed. Nothing ever gets done I just get sent to someone else who then repeats what I've already heard refusing to do anything. I even got a call back saying because I was lied to they would work on canceling my service for free! Awesome right? No, I was working so set a call back for the next morning, and the new person had no idea what the first person was talking about. Now I am so frustrated I will cancel as soon as possible. I will also plaster everywhere possible for people to avoid hughsnet dishonest, shady, disrespectful, unhelpful, and horrifyingly bad customer service.
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Distinguished Professor I

Re: Horrible Internet; Unhelpful Customer Service

" I will also plaster everywhere possible for people to avoid hughsnet dishonest, shady, disrespectful, unhelpful, and horrifyingly bad customer service."

 

See it from customer service's point of view: they deal all day with rude, abusive, uncouth people who can't even complain intelligently and who all they seem to know how to do is rant and whine without one iota of  human courtesy.   Maybe if those losers who call into customer service changed their attitude, they'd get a better response. Just because someone works in customer service doesn't mean customers can abuse them. 

Assistant Professor

Re: Horrible Internet; Unhelpful Customer Service

Plus, they're moaning at an off-shore subcontractor who likely makes pennies on the dollar to get that abuse.

At some point I'm sure they're like "tell it to the hand".


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Freshman

Re: Horrible Internet; Unhelpful Customer Service

I actually decided to call HughesNet back today in order to figure out this situation. After being on the phone for an hour the Senior Rep. hung up on me!!! I don't care about the crap they go through I have worked at call centers, but you never hang up on a customer having problems. My biggest issue is the fact that no one knows how to take proper notations on accounts, and in order to get them to listen to recorded calls I have to get a Judges order! You would think if HughesNet cares about its customers they would listen to the recordings to find the truth. They try everything they can to not let you talk to supervisors/managers as well after I got hung up on I told the lady to send me straight to the supervisor/manager, and she tried to refuse my request saying they will only tell me what she told me. In reality nothing got resolved except they took one month bill payment off. I will still cancel as soon as possible, and make sure everyone knows how shady HughesNet really is! Also notice I am saying HughesNet not the employees its not their fault for being forced into following the corupt business model.

Distinguished Professor IV

Re: Horrible Internet; Unhelpful Customer Service

@Cloynd 

 

And you'd think that with someone taking time to sign up for an account on a SUPPORT Community, they would actually use that SUPPORT community for SUPPORT instead of simply complaining about the SUPPORT they don't get elsewhere and threatening to plaster their dissatisfaction everywhere they can.  IOW, using this SUPPORT community as a rant platform rather than for the SUPPORT it's here to provide.

 

And just in case you missed it, this is a SUPPORT community, not social media, so if you need SUPPORT you should ask for it. 


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Freshman

Re: Horrible Internet; Unhelpful Customer Service

Say whatever you want if you dont like what I have to say don't read my posts! I was told by Hughsnet employee to post complaints here! That's exactly what I am doing, and I'm going to continue doing until Hughesnet decides to actually handle the issue at hand.
Distinguished Professor I

Re: Horrible Internet; Unhelpful Customer Service

"I have worked at call centers, but you never hang up on a customer having problems."

 

These days call center reps are allowed to hang up on abusive customers. Your posts come across as hostile and aggressive, and I imagine you're the same over the phone.  Try being courteous and respectful for a change and they may not hang up on you.  Instead of griping about them, try to rise above and be nice. 

Freshman

Re: Horrible Internet; Unhelpful Customer Service

I can only be as respectful as they are to me! I got transfered 5 times having to repeat the issue every single time. The first 3 I'm as respectful as I can be or anyone could be after that all I wanted was the manager, and being refused the ability to talk to a manager. Yes this is an aggressive post I've dealt with this for months now, and hours upon hours on the phone. I was not attacking the senior rep when he hung up on me, and the manager I finally talk to after that said they would reprimand the employee for his actions. All I am doing is trying to explain my situation the best I can with the actions that have happened.
Distinguished Professor I

Re: Horrible Internet; Unhelpful Customer Service

I hear you, but if you try to continue to be respectful even in the face of another person's disrespect, they will eventually stop being disrespectful to you.  And if they don't stop soon enough for your needs, you can always politely inform them that you will hang up now and try with someone else.   I'm sure you can totally avoid escalation if you try.   EDIT: although at this point I think it might be better if you stay off those phone calls. The phone reps may not have enough authority to help you. 

 

When did you begin your subscription to the service?  If it wasn't too long ago, the sales call can be pulled by the HN staff on this site (they have "mod" next to their handle), and they can see whether the sales person set the right expectations. If they didn't, you may have recourse, and the sales person will receive training that will improve their service.

 

In any case, I hope you get your issues addressed!     

Freshman

Re: Horrible Internet; Unhelpful Customer Service

I have already tried that, and they refuse to do it! That's why when I got a call back being told we can get disconnected for free due to the sales rep misinformation I got excited. Only to get a call back with completely different information. So I call to get them to listen to the recordings or at least let me have them, but they refuse again unless I have a Judges order. So what would you do in this situation? I stayed calm respectful until pushed to not let them toy me around anymore. The call back guy who said new information is the one who told me to post complaints on community page, and hope that the head brass would finally look bbn into my complaints. I was respectful, calm, and considerate to every person until they tried to throw me around in circles.