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Hughesnet/Suppliers do not work together at my expense

Moderator

Re: Hughesnet/Suppliers do not work together at my expense

Andrew,

I had not heard anything yet, but I sent an e-mail to the team handling (VP of sales and regional managers) your case. If I don't receive an update before the end of the day I will call them myself. 

Thanks
Amanda
New Member

Re: Hughesnet/Suppliers do not work together at my expense

Can you put my account on "pause" until this is figured out so that I am not charged the next month's payment?
Moderator

Re: Hughesnet/Suppliers do not work together at my expense

Hi Andrew

Here is what I propose, let me know if you don't agree or have another idea we can work through... I can suspend your service for a week and if the investigating team has made no progress or reported to me, I will oblige on cancelling your account with no early termination fee and refund you a month's service fee. I'll put the suspension on today. Call us to 18663473292 over the weekend if you need to make any changes.  The case number for our discussion here is 102837186

Thanks
Amanda
New Member

Re: Hughesnet/Suppliers do not work together at my expense

Thank you!  I am in agreement with this.
New Member

Re: Hughesnet/Suppliers do not work together at my expense

Do we pay in advance or in arrears for the month?  My account was charged on Saturday.  If this is for the next month's worth of service, I was under the impression that this was what we suspended. Please help me understand.  Thanks!

Moderator

Re: Hughesnet/Suppliers do not work together at my expense

Hi Andrew

Let me double check - to my knowledge unused service would be turned into a credit on your account. I am still waiting on an update from the team looking into this. We'll give them a couple more days to respond and I'll get with you on a deal if they don't.

Thanks
Amanda
Highlighted
New Member

Re: Hughesnet/Suppliers do not work together at my expense

Any updates?  Thanks!
Moderator

Re: Hughesnet/Suppliers do not work together at my expense

Hi Andrew!

I actually did get an update a few hours ago. Sorry about that, trying to wrap up the week. I was going to write a very nice post explaining it all, but will sum it up. The response we received from the dealer did say this:

"The customer has also informed us as well that that was what the sales rep told them. We have noway to confirm that with the sales rep because they no longer work here. Remote Satellite as a company knows that even though they purchased the equipment there is still a 24 month commitment and have made sure our current reps understand that. I realize that we may have made a mistake but i would really like to get this customer taken care of if possible and get there cancellation fee waived. "

Rather than have you go through them, I am happy to cancel your service today with no early termination fee. I'll also be refunding a full months service back to your payment method on file. Shall I cancel you immediately today? I apologize for all the hassle and frustration, but I am glad that we got this cleared up.


Thanks
Amanda
New Member

Re: Hughesnet/Suppliers do not work together at my expense

Yes, please cancel effective immediately.  I appreciate the help on this!! Thank you!

Moderator

Re: Hughesnet/Suppliers do not work together at my expense

Good morning Andrew

Thank you for your patience. Since I have to process the refund first, I need to wait until tomorrow morning to process the cancellation. You will not be billed any longer and the funds should reach your bank in a few days (card ending in 9151)

Tomorrow I will post back and confirm I processed the cancellation. For your records, the case number which contains my notes and what I offered you is 102987107

Thanks again
Amanda